Not upheld: service quality and operational procedures complaint against Northern Bank Limited trading as Danske Bank
Financial Ombudsman decision DRN-6292085 of 2026-06-15T00:00:00+00:00. service quality and operational procedures complaint against Northern Bank Limited trading as Danske Bank. Outcome: Not upheld.
Decision detail
| Reference | DRN-6292085 |
|---|---|
| Decision date | 2026-06-15T00:00:00+00:00 |
| Firm | Northern Bank Limited trading as Danske Bank |
| Product | Current account |
| Claim type | service quality and operational procedures |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. |
Summary
Mr W complained about service provided by Danske Bank when attempting to deposit three foreign cheques and a large volume of coins in November 2025. Two cheques were over 6 months old and were rejected despite initial acceptance, and Mr W was initially directed to use an Automatic Deposit Machine for coins due to accuracy concerns. The ombudsman found that Danske's policies were standard practice and that the bank provided good customer service by manually counting the coins when requested. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that whilst it is standard banking practice to reject cheques over 6 months old, Danske attempted to process them and clearly explained they might be rejected. Regarding the coin deposit, the ombudsman acknowledged that manual counting is time-consuming and not always practical, but found that Danske provided good customer service by accommodating Mr W's request and offering further assistance. The bank was not obliged to treat manual counting as standard practice.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Northern Bank Limited trading as Danske Bank, all decisions | 4 | 0% |
| Current account, all decisions | 45,590 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website