Not upheld: unauthorized user ID change / online banking access complaint against Bank of Scotland plc

Decision detail

Summary

Mr H complained that Bank of Scotland changed his online banking user ID without his knowledge or authority. BoS explained that the user ID was changed after the 'Forgotten User ID' option was selected on 23 November 2025, which automatically generates a new user ID. The ombudsman reviewed system logs and records showing Mr H's login attempts and concluded it was likely Mr H clicked the 'Forgotten User ID' option himself. Finding no evidence of unauthorized action by BoS and noting that Mr H retained access to banking services, the ombudsman did not uphold the complaint. BoS had already credited Mr H £100 and provided instructions on how to change the user ID to a more memorable option.

The Ombudsman's reasoning

The ombudsman agreed with the investigator that the evidence, particularly the system log provided by BoS, showed it was likely Mr H clicked the 'Forgotten User ID' option himself, which automatically generated a new user ID. There was no evidence that BoS changed the user ID of its own accord or without permission, and no evidence of a system problem on that date. While Mr H found the new user ID difficult to remember, BoS had provided him with instructions on how to change it to something more memorable, and he retained access to his banking services.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website