Not upheld: account access and identification verification procedures complaint against TSB Bank plc

Decision detail

Summary

Ms L complained that TSB Bank plc unreasonably refused to accept her driving licence, bank statement, and letters from TSB as identification when she attempted to withdraw money from her inactive account in 2025, instead requiring her passport. Ms L claimed this caused distress and inconvenience and alleged discrimination. TSB responded that it had sent Ms L a cheque for her account balance and that its terms and conditions required appropriate identification. The ombudsman did not uphold the complaint, finding that TSB was entitled to decide what identification evidence was necessary for security purposes, particularly given the account's 5-year inactivity, and that no evidence of unfair treatment or discrimination existed.

The Ombudsman's reasoning

The ombudsman accepted that Ms L attended the branch with various identification documents including her driving licence, but found that TSB was entitled to decide what evidence it required to verify identity, particularly given the account's 5-year inactivity and the need for fraud and security measures. While the ombudsman acknowledged the inconvenience caused to Ms L, it concluded that such inconvenience does not constitute unfair treatment. The ombudsman found no evidence of discrimination or differential treatment and noted that circumstances dictate what identification measures are appropriate. The ombudsman stated that such security decisions are for the business to make and that the important point was Ms L ultimately received her money.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website