Not upheld: failure to offer reasonable adjustments and safeguarding referral complaint against HSBC UK Bank Plc trading as first direct

Decision detail

Summary

Ms M complained that First Direct failed to offer reasonable adjustments to its verification processes, which she found difficult due to mental health challenges with notifications and account activity questions. She also objected to a safeguarding referral First Direct made to her council without her consent, which she felt breached her privacy and was based on a misunderstanding of her disabilities. The ombudsman found that First Direct's verification requirements were necessary for security and fraud prevention, and that the alternatives offered (Voice ID and text message verification) were reasonable adjustments. The safeguarding referral was found to be justified based on Ms M's observed distress during calls and previous concerns about her wellbeing. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that First Direct's verification requirements were necessary for fraud prevention and security. The alternatives offered (Voice ID, deactivating online account and mobile app to receive text messages instead of OTPs) constituted reasonable adjustments that balanced Ms M's needs with the bank's obligation to protect accounts from fraud. Regarding the safeguarding referral, the ombudsman considered the agent's actions reasonable given Ms M's observed distress and confusion during the call, combined with previous concerns about her wellbeing from earlier interactions.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website