Not upheld: customer service - IVR system design and complaints handling procedures complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Mr D complained to Tesco Bank about its Interactive Voice Response (IVR) telephone system, which required him to listen to a second round of options before being able to speak to an agent. He also complained about TB's complaint handling procedures. When TB rejected his complaint, Mr D escalated to the FOS. The ombudsman found that TB had not made errors in operating its IVR system and that all businesses are entitled to design their own systems based on business needs. The ombudsman also determined that complaints handling is not a regulated activity within the FOS's jurisdiction. The complaint was not upheld and no compensation was awarded.

The Ombudsman's reasoning

The ombudsman acknowledged Mr D's frustration but found that TB had not made errors in operating its IVR system. All businesses are entitled to operate their own systems based on individual business needs. The ombudsman noted that using financial services will not always be totally hassle-free and that Mr D had not demonstrated an unreasonable level of inconvenience or distress warranting compensation. Regarding complaints handling, the ombudsman determined this is not a regulated activity or ancillary to a regulated activity, and therefore falls outside the FOS's jurisdiction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website