Not upheld: account access restrictions and Power of Attorney management complaint against Leeds Building Society

Decision detail

Summary

Mr C complained that Leeds Building Society made it difficult for him and his father to manage the account after he registered a Power of Attorney, as online access was removed for both parties. Leeds explained that its computer systems do not support dual profile access and that this restriction was necessary for safeguarding purposes. The ombudsman found that Leeds had clearly communicated the restrictions in advance through its website and terms and conditions, and had provided alternative access methods via telephone, post, and in-branch services. The ombudsman determined that businesses are entitled to set their own policies and technology choices, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that businesses are entitled to set their own internal policies and choose their own technology. While sympathetic to the inconvenience caused, the ombudsman noted that Leeds had clearly communicated the restrictions in advance through its website and terms and conditions, and had provided alternative access methods through telephone, post, and in-branch services. The ombudsman determined it did not have the power to instruct Leeds to change its policy or system capabilities.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website