All FAQs

Yes – we look at a number of complaints about passbooks and “dormant” accounts. If it’s not your own passbook, we might need to check you have the authority to make the complaint – if the original owner has died, for example, we might ask to see a copy of the will.

We’ll consider time limits in all cases – but we’ll usually say these start from when you found the passbook and found out the account no longer exists.

In most cases, we don’t find any new evidence to show the account isn’t closed – but if we do, we’ll look at what compensation should be paid.