Potential data breach but who do i complain to?

sociable7

Hi all

I took out a mortgage 12 months ago. At the time of application, they recorded my DOB and middle name wrongly on the Key Product Information sheet. I sent them a letter to ask to correct it before proceeding. I had no confirmation, but assumed they'll make the change.

It seems the mortgage provider have the same old date for me. I only found out after failing security. I then called again and gave the wrong date of birth. I pass security. This was 3 or 4 months later, I asked them to change it or tell me the process, they said 'this has never happened before' and will get back to me. But no one got back.

I've never have to contact the provider, I just pay my monthlys. And Ive checked my documentation, it doesn't note my DOB for me to notice it earlier.

Last month I got call from them to update my communication information. I gave the wrong DOB and passed security. I raised this issue again, this time, the lady sounded experienced and somewhat appalled as the error (its pretty big i know!), (i also took the opportunity to flip). She said she will be sending this to senior management. I got a letter a few days letter asking for a signed copy of my licence.

So the thing is. I am quite frustrated with their process. Who can I complain to? FCA? ICO? It is surely some form of data breach. I mean they gave a person a mortgage with the wrong DOB and middle name. Surely room to commit fraud. But also what if I didnt know the dob, id never pass security.

dunstonh

Who can I complain to? FCA? ICO?

You complain to the lender. Not the FCA or ICO.

It is surely some form of data breach. I mean they gave a person a mortgage with the wrong DOB and middle name.

They should endeavour to ensure data is accurate but your data has not been supplied to a third party.

sociable7

dunstonh wrote: »

You complain to the lender. Not the FCA or ICO.

What will this achieve? Brush under the carpet.

If a lender is careless or has shoddy staff then it should be highlighted that they can get so much more wrong. They had copies of my passport and DL yet no one cross checked!?

This also gives way for more and more fraud.

elsien

It's a complaint not a data breach. Follow the lender's formal complaints procedure.

There's little point in complaining about the potential for fraud when no one else has had your data and you haven't been defrauded.

dunstonh

What will this achieve? Brush under the carpet.

Why will it brush it under the carpet?

What are you after? Compensation? Enjoyment of creating drama? Hang the perpetrator?
Why isn't the regulated complaints process suitable for you?

If a lender is careless or has shoddy staff then it should be highlighted that they can get so much more wrong.

#
and that is why you complain to the lender.

hey had copies of my passport and DL yet no one cross checked!?

Shoddy yes. But its not a breach of data.

This also gives way for more and more fraud.

Hypotheticals are not things you can complain about.

ACG

You can not go to the Financial ombudsman until you have gone to the company directly.

It is a mistake, do you think the FCA are going to go knocking on the banks door demanding wholesale changes to their processes? If they did that every time a mistake happened, they would have staff permanently in the banks offices. Mistakes happen, you could even argue you have made one by not following the issue up and assuming it had been corrected - I am sure you have made many more in your lifetime as have I.

It sounds like it is being sorted now.

Dean000000

Nah, the op’s data has defiantly been breached and she deserves a massive payout for the sheer inconvienience of it all.

As a minimum they should write off the mortgage debt, and only then can you open discussions on what you are entitled to.

Can’t believe the things these money lenders get up to. Shocking.

davidmcn

sociable7 wrote: »

If a lender is careless or has shoddy staff then it should be highlighted that they can get so much more wrong.

You can only complain about things which have actually happened, not "what ifs".

AnotherJoe

Why on earth do you think its a "data breach"