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ombudsman news

issue 45

April 2005

about this issue

It is an implied term of the contract between customers and their banks and building societies that these firms will keep their customers’ information confidential.

But from time to time, mistakes happen and details that should have remained secret are somehow revealed. In this issue of ombudsman news we explain our general approach to complaints involving a bank’s breach of customer confidentiality. Sometimes, a bank’s mistake causes little or no real damage. However, as our case studies show, there are times when a very minor clerical error can result in customers suffering serious business losses – or even being left in fear for their lives.

In the first of an occasional series, ombudsman facts, we set out a few key facts about the board of the Financial Ombudsman Service.

Finally, we have the latest details for our series of conferences for firms. Places are filling up quickly, so prompt booking is recommended.

Walter Merricks, chief ombudsman

ombudsman news issue 45 [PDF format]

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.