Not upheld: Service failures generally complaint against Metro Bank PLC

Decision detail

Summary

Ms D complained that Metro Bank treated her unfairly during branch visits, claiming she was humiliated and embarrassed by a store manager's conduct and that she was asked to sign paperwork outside the branch. Metro Bank upheld her complaint, acknowledging the branch manager acted unprofessionally, and paid £150 compensation to her business account. When Ms D complained the compensation should have been paid to her personal account, Metro paid an additional £250. The ombudsman found that while some complaint elements fell outside FOS jurisdiction, the total £400 compensation was fair and reasonable for the acknowledged service shortfalls, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman confirmed that certain elements of the complaint fell outside FOS jurisdiction (harassment, threats, data protection breaches, employment disputes, personal injury). However, regarding the regulated activity of branch service, Metro Bank had already acknowledged service shortfalls through its own investigation. The ombudsman assessed whether the £400 compensation awarded was fair and reasonable in line with FOS compensation guidelines and concluded it was appropriate, therefore no further action was warranted.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website