Which? have published research estimating that 7 million people were unable to use their payment card due to IT problems in the past year.

Commenting on the research, Caroline Wayman, chief ombudsman and chief executive of the Financial Ombudsman Service said:

Last year the Financial Ombudsman Service saw a large increase in current account complaints and high profile IT banking failures were a large part of it. In some cases we found that banks hadn’t done enough to make up for the impact that IT failures can have on customers. If you aren’t happy with how your bank has dealt with your complaint, you can contact us and we’ll see if we can help.

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Ombudsman News 171

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Welcome to the latest edition of Ombudsman News. In this edition we share our strategic measures update which outlines our performance in 2021/22 and the results from our temporary outcome codes initiative. We also highlight our online resource about our approach to vehicle breakdown cover complaints.

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