Accessing data from banks

Shubunkinblue

I'm not sure this is the right place to post this, but I'm currently challenging a bank's decision (regarding an impersonation scam) with the Ombudsman, and have a question relating to data access.

I'd like to use two types of evidence: a) transcripts of the numerous conversations I had with bank staff - several of which were giving conflicting advice, and b) the notes on my case, made by the bank and assessed by them in coming to their decision. One member of staff mentioned that the notes they read did not include two pertinent facts which they thought (wrongly) would change the decision when the case was reviewed. The person then added these notes.

I'm waiting for the bank's final response before I request the data (allegedly they sent it on Christmas Eve) but want to check that I'm within my rights to ask for the material I describe. Any advice would be greatly appreciated!

tacpot12

You are within your rights to ask for any information that relates to you - so calls and notes about you and what happened in relation to your account(s). The bank has the right to withhold information that is not about you. Under the circumstances, I think the Ombudsman would expect that the bank share their decision-making process specifically as it was applied in your case, so that they can judge whether it was done correctly and fairly. 

eskbanker

As discussed in another recent thread, the starting point is that they need to disclose everything, unless specific exemptions apply:

https://forums.moneysavingexpert.com/discussion/comment/81180024/#Comment_81180024