Not upheld: service complaint - voice identification eligibility, disability registration, call handling, returned payment complaint against Bank of Scotland plc (trading as Halifax)

Decision detail

Summary

Mr S complained to Halifax about being denied voice recognition registration without explanation, unhappiness with questions about disability registration, abrupt call termination, and a returned direct debit payment. Halifax explained it had security protocols preventing voice recognition eligibility for some customers, that questioning about disability was appropriate, and that the call ended when Mr S stopped engaging. The ombudsman upheld Halifax's position, finding that security system decisions are matters of commercial judgment, the disability questions were reasonable, the call termination was appropriate, and the returned payment was justified due to insufficient funds.

The Ombudsman's reasoning

The ombudsman found that Halifax's security systems are a matter of commercial judgment and it is not unreasonable for the bank to decline to discuss why specific security measures are unavailable to customers. The bank was entitled to ask questions about disability registration when Mr S requested it. The call was ended appropriately when Mr S stopped engaging with the agent. The returned direct debit payment was justified as there were insufficient funds in the account.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website