Upheld: failure to make reasonable adjustments for disabilities; accessibility of verification process complaint against Starling Bank Limited

Decision detail

Summary

Mrs C, who is visually impaired with additional disabilities, was unable to complete Starling Bank's video verification process when accessing her account from a new device on 7 August 2025. Despite Starling becoming aware of her disabilities, the bank suggested she repeat the same failed verification process twice rather than offering alternative methods. Starling placed a temporary account restriction lasting three weeks, preventing access to her pension income. On 20 August, Starling finally offered a reasonable adjustment allowing Mrs C to be assisted by her son and to present the verification phrase in written form. The ombudsman upheld the complaint, finding Starling should have offered this adjustment immediately, and ordered £200 compensation for the trouble and upset caused during the three-week delay, along with clarification on verification procedures and LPA acceptance requirements.

The Ombudsman's reasoning

The ombudsman found that while Starling eventually offered a reasonable adjustment (allowing Mr C to assist and providing the phrase in written form), the firm failed to offer this sooner despite becoming aware of Mrs C's disabilities on 7 August. Starling's suggestion to repeat the same failed verification process on two occasions was unreasonable given Mrs C's visual impairment. The ombudsman could only award compensation to Mrs C as the eligible complainant, not to Mr C despite his significant time and effort, but took into account the distress caused to Mrs C by her son's difficulties on her behalf. The ombudsman declined to address broader policy discrimination concerns, noting that is a regulator's role, and limited the assessment to the three-week period up to 27 August 2025.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website