Can I make a complaint against a bank if i'm not a member?

cupid07

I recently made some discoveries about someone I know potentically committing fraud and contacted their bank as a result. I gave them all the evidence I had and they tell me as i'm not a member of the bank, they are unable to raise a complaint regarding this. They then go onto say that if i have sent any money then they would be able to dispute the transactions as fraud. They finished with appropriate action has been taken. This was after I asked for a reference number that the complaint had been logged (just for reference) that they told me this. Can someone confirm if I'm not a member I am able to get this formally logged?

Hoenir

What are you attempting to achieve? Why do you need a reference? 

cupid07

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

Section62

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Asking for a call/complaint reference means they actually have to log the call/complaint rather than offering warm words and then moving on to the next call. (and then denying the call ever took place)

In the OP's position I would want a call reference number, but I wouldn't expect to get any feedback on their investigation.

Not being a member (/customer) can usually be fixed quite easily by opening a savings account and depositing the minimum required.  But I still wouldn't expect the bank/building society to discuss the details of suspected fraud with me.

eskbanker

Complaint handling is governed by the FCA handbook, and its DISP section in particular - eligible complainants are defined by reference to ability to use FOS but AIUI the same definition applies to the original complaint to a regulated institution, and is documented in detail at section 2.7.6, starting with these but continuing to numerous others:

(1) the complainant is (or was) a customer, payment service user or electronic money holder of the respondent;
(2) the complainant is (or was) a potential customer, payment service user or electronic money holder of the respondent;
(2A) the complainant is (or was) a payer in a payment transaction in relation to which the respondent is (or was) the payee’s payment service provider, provided the complaint relates to the respondent’s obligations under regulation 90(3) of the Payment Services Regulations;

https://www.handbook.fca.org.uk/handbook/DISP/2/7.html

eskbanker

cupid07 said:

I recently made some discoveries about someone I know potentically committing fraud and contacted their bank as a result. I gave them all the evidence I had and they tell me as i'm not a member of the bank, they are unable to raise a complaint regarding this. They then go onto say that if i have sent any money then they would be able to dispute the transactions as fraud. They finished with appropriate action has been taken. This was after I asked for a reference number that the complaint had been logged (just for reference) that they told me this. Can someone confirm if I'm not a member I am able to get this formally logged?

Just to return to the main issue, a bank's complaints process is for resolving issues with actions the bank has or hasn't taken, rather than being some sort of mechanism for logging a concern you have about what one of their customers may or may not have done - are you asserting that the bank has done something wrong here?

If you have evidence, or even reasonable suspicions, of actual fraud (a criminal offence) then the matter should be reported to the police....

Hoenir

cupid07 said:

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

You haven't made a complaint. You've provided information. To which the bank responded .  "They finished with appropriate action has been taken." Matter closed. 

Section62

Hoenir said:

cupid07 said:

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

You haven't made a complaint. You've provided information. To which the bank responded .  "They finished with appropriate action has been taken." Matter closed. 

The bank should be logging the call though, and it is not unreasonable for the caller to request a reference (or similar) to aid in identifying the logged call in case they needed to call back.

Perhaps the grounds for complaint might be the refusal to provide any form of reference/ID for the call?

Hoenir

Section62 said:

Hoenir said:

cupid07 said:

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

You haven't made a complaint. You've provided information. To which the bank responded .  "They finished with appropriate action has been taken." Matter closed. 

The bank should be logging the call though, and it is not unreasonable for the caller to request a reference (or similar) to aid in identifying the logged call in case they needed to call back.

Perhaps the grounds for complaint might be the refusal to provide any form of reference/ID for the call?

There's nothing to log as there's no action to be taken. 

Unless there's more to this tale than we've been informed. 

Section62

Hoenir said:

Section62 said:

Hoenir said:

cupid07 said:

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

You haven't made a complaint. You've provided information. To which the bank responded .  "They finished with appropriate action has been taken." Matter closed. 

The bank should be logging the call though, and it is not unreasonable for the caller to request a reference (or similar) to aid in identifying the logged call in case they needed to call back.

Perhaps the grounds for complaint might be the refusal to provide any form of reference/ID for the call?

There's nothing to log as there's no action to be taken. 

Unless there's more to this tale than we've been informed. 

Banking isn't my area of expertise, but I'd be gobsmacked if there wasn't an internal requirement to log all calls (or other contact) where fraudulent activity is alleged.  I'd be equally surprised if such a call could be dismissed as "no action to be taken".

Hoenir

Section62 said:

Hoenir said:

Section62 said:

Hoenir said:

cupid07 said:

Hoenir said:

What are you attempting to achieve? Why do you need a reference? 

Why wouldn't I need a reference? I always ask for complaint number after I've made a complaint, to ensure its been formally logged. 

You haven't made a complaint. You've provided information. To which the bank responded .  "They finished with appropriate action has been taken." Matter closed. 

The bank should be logging the call though, and it is not unreasonable for the caller to request a reference (or similar) to aid in identifying the logged call in case they needed to call back.

Perhaps the grounds for complaint might be the refusal to provide any form of reference/ID for the call?

There's nothing to log as there's no action to be taken. 

Unless there's more to this tale than we've been informed. 

Banking isn't my area of expertise, but I'd be gobsmacked if there wasn't an internal requirement to log all calls (or other contact) where fraudulent activity is alleged.  I'd be equally surprised if such a call could be dismissed as "no action to be taken".

Have you actually read the thread. The matter has been dealt with.  It's closed. Finished. Therefore no further action is required.