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Right to change legal name denied or to switch accounts with switch guarantee being denied
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DullGreyGuy said:Catkincath said:The Background -
I have accounts with 2 banks, 2 building societies.
I changed my name to my maiden name and did this by Deed Poll to make the paper trail easier and smoother.
Two building societies and one bank had no issue with this.
One bank has refused to change my name unless I pay for certified verification in ADDITION to my Deed poll, which is a legal document and sufficient on its own.
As I understand it, GDPR law states that when an organisation holds inaccurate data about me, they must change it on request and I have provided the legal document to do so several times (certified copy sent out to them - and several requests to change my name).
This was sufficient legal evidence for DVLA, HMRC and DWP as well as 3 other financial institutions. But not this bank. They demand I pay a "magistrate, GP...or similar" for additional verification of my identity.
That is asking me to pay for the same verification twice. I have already paid for my Deed Poll.
Action taken so far:
1. I complained and they did not uphold my complaint and refused to change my name.
2. In an attempt to resolve it, I tried an account switch - this bank has all my budgeting DD and STO on their account in my old name. Despite returning my Deed poll to me in my new (maiden) name the bank refused to accept the switch.
The bank I wanted to switch to had changed my name using the deed poll alone and accepted my switch application, but I was refused the switch by the bank refusing to change my name, stating "wrong name" as the reason. (ll other details match AND they have proof of the "wrong" name).
3. I appealed to the financial ombudsman. They ruled that it is reasonable for the bank to ask for me to pay for further verification despite the Deed poll being a legal document and UK Deed Poll advising it is unreasonable to ask anyone to pay for more verification.
4. I have asked for a second ombudsman to look at the evidence - I am in the bizarre situation of having "forsworn" never to use or be known by my previous name and yet I am forced to do so for every transaction to do with this bank. All the transactions are now going in and out of this account in my new name and they have the legal documentation that changes my name, but refuse to change my name.
I am now in a "catch 22" situation - I cannot switch accounts and I am being forced to forever use an account in an old name that I do not have any ID for. It is potentially making me commit fraud by forcing me to bank in a name I do not have.
One rep at the bank actually suggested I open an account elsewhere in my old name, switch banks, then change my name since the new bank would accept a deed poll - and I pointed out this is illegal as it is fraud! - Quite apart from the fact that I do not have any ID in that old name now and so it is impossible for me to open accounts in that name even if it was legal!
I am effectively refused the switch guarantee and have twice lost out on financial incentives to switch by having them refuse the switch as the names are different - when the account number, sort code and card details all matched, and they have legal evidence of the new name.
I am waiting for the second ombudsman's decision, but to be honest I am not hopeful.
Over four months down the road from changing my name and I am known by my new name everywhere except in one bank. Surely this can't be right?
I've recently had a serious health issue and made the point to the ombudsman that had I died, my death cert and probate would all be in my new name, with no reference to my old name.
How would they go about allowing probate when they have refused the legal name change?
And if they would allow it if I died, why not when I am alive please?
Just bizarre. My head is spinning. I am utterly trapped in this nightmare.
What else can I do?
Help!!
Similarly its neither fraud or illegal to be known by more than one name. I've known several people who've gotten married, changed their name for friends and family but professionally have stuck with their premarital name (I dont say "maiden name" because two of them were male so never maidens). It is only an issue if you try to claim unfair advantage through having more than one alias.
You cannot demand a second ombudsman at the Financial Ombudsman review a case, complaints are originally reviewed by an Adjudicator or Investigator, both bank and customer has the option to accept or reject their decision. If either do then it goes to an Ombudsman for a second opinion; the bank has no choice on if to accept their opinion or not but the customer does. If the customer doesnt accept the Ombudsman's decision the only other route is court.
I dont understand why you are making such a mountain out of an ant hill though? Go to any random bank tomorrow and open a new account. Transfer the money from the problematic account to the new account later the same day and then instruct the bank to close the account. You now have a new account in your preferred name that you can either use or use as a donner account for transferring to somewhere else.I have not DEMANDED a second ombudsman review the case. The first ombudsman offered this if I was unhappy with his decision. I accepted and forwarded evidence he had not previously asked for, namely that the bank had returned documents in my new name which they said they would not recognise.I will of course open a new account but my point is that all bank customers are offered a switch guarantee done an incentive to switch. I am denied this as it must be done by direct switch between banks (not me just opening an account) and the bank refused the switch as they would not acknowledge the change of name. I therefore have no guarantee on my DD or STO and cannot benefit from the incentives others can have.It’s not a mountain out of a molehill. It’s a principle. They ‘ve written to me in my new name. Just won’t change my bank account name.0 -
35har1old said:Catkincath said:The Background -
I have accounts with 2 banks, 2 building societies.
I changed my name to my maiden name and did this by Deed Poll to make the paper trail easier and smoother.
Two building societies and one bank had no issue with this.
One bank has refused to change my name unless I pay for certified verification in ADDITION to my Deed poll, which is a legal document and sufficient on its own.
As I understand it, GDPR law states that when an organisation holds inaccurate data about me, they must change it on request and I have provided the legal document to do so several times (certified copy sent out to them - and several requests to change my name).
This was sufficient legal evidence for DVLA, HMRC and DWP as well as 3 other financial institutions. But not this bank. They demand I pay a "magistrate, GP...or similar" for additional verification of my identity.
That is asking me to pay for the same verification twice. I have already paid for my Deed Poll.
Action taken so far:
1. I complained and they did not uphold my complaint and refused to change my name.
2. In an attempt to resolve it, I tried an account switch - this bank has all my budgeting DD and STO on their account in my old name. Despite returning my Deed poll to me in my new (maiden) name the bank refused to accept the switch.
The bank I wanted to switch to had changed my name using the deed poll alone and accepted my switch application, but I was refused the switch by the bank refusing to change my name, stating "wrong name" as the reason. (ll other details match AND they have proof of the "wrong" name).
3. I appealed to the financial ombudsman. They ruled that it is reasonable for the bank to ask for me to pay for further verification despite the Deed poll being a legal document and UK Deed Poll advising it is unreasonable to ask anyone to pay for more verification.
4. I have asked for a second ombudsman to look at the evidence - I am in the bizarre situation of having "forsworn" never to use or be known by my previous name and yet I am forced to do so for every transaction to do with this bank. All the transactions are now going in and out of this account in my new name and they have the legal documentation that changes my name, but refuse to change my name.
I am now in a "catch 22" situation - I cannot switch accounts and I am being forced to forever use an account in an old name that I do not have any ID for. It is potentially making me commit fraud by forcing me to bank in a name I do not have.
One rep at the bank actually suggested I open an account elsewhere in my old name, switch banks, then change my name since the new bank would accept a deed poll - and I pointed out this is illegal as it is fraud! - Quite apart from the fact that I do not have any ID in that old name now and so it is impossible for me to open accounts in that name even if it was legal!
I am effectively refused the switch guarantee and have twice lost out on financial incentives to switch by having them refuse the switch as the names are different - when the account number, sort code and card details all matched, and they have legal evidence of the new name.
I am waiting for the second ombudsman's decision, but to be honest I am not hopeful.
Over four months down the road from changing my name and I am known by my new name everywhere except in one bank. Surely this can't be right?
I've recently had a serious health issue and made the point to the ombudsman that had I died, my death cert and probate would all be in my new name, with no reference to my old name.
How would they go about allowing probate when they have refused the legal name change?
And if they would allow it if I died, why not when I am alive please?
Just bizarre. My head is spinning. I am utterly trapped in this nightmare.
What else can I do?
Help!!
When opening some accounts you be asked have you ever be known by a different name some have no timeframe other's will say in the last five years1 -
35har1old said:Catkincath said:The Background -
I have accounts with 2 banks, 2 building societies.
I changed my name to my maiden name and did this by Deed Poll to make the paper trail easier and smoother.
Two building societies and one bank had no issue with this.
One bank has refused to change my name unless I pay for certified verification in ADDITION to my Deed poll, which is a legal document and sufficient on its own.
As I understand it, GDPR law states that when an organisation holds inaccurate data about me, they must change it on request and I have provided the legal document to do so several times (certified copy sent out to them - and several requests to change my name).
This was sufficient legal evidence for DVLA, HMRC and DWP as well as 3 other financial institutions. But not this bank. They demand I pay a "magistrate, GP...or similar" for additional verification of my identity.
That is asking me to pay for the same verification twice. I have already paid for my Deed Poll.
Action taken so far:
1. I complained and they did not uphold my complaint and refused to change my name.
2. In an attempt to resolve it, I tried an account switch - this bank has all my budgeting DD and STO on their account in my old name. Despite returning my Deed poll to me in my new (maiden) name the bank refused to accept the switch.
The bank I wanted to switch to had changed my name using the deed poll alone and accepted my switch application, but I was refused the switch by the bank refusing to change my name, stating "wrong name" as the reason. (ll other details match AND they have proof of the "wrong" name).
3. I appealed to the financial ombudsman. They ruled that it is reasonable for the bank to ask for me to pay for further verification despite the Deed poll being a legal document and UK Deed Poll advising it is unreasonable to ask anyone to pay for more verification.
4. I have asked for a second ombudsman to look at the evidence - I am in the bizarre situation of having "forsworn" never to use or be known by my previous name and yet I am forced to do so for every transaction to do with this bank. All the transactions are now going in and out of this account in my new name and they have the legal documentation that changes my name, but refuse to change my name.
I am now in a "catch 22" situation - I cannot switch accounts and I am being forced to forever use an account in an old name that I do not have any ID for. It is potentially making me commit fraud by forcing me to bank in a name I do not have.
One rep at the bank actually suggested I open an account elsewhere in my old name, switch banks, then change my name since the new bank would accept a deed poll - and I pointed out this is illegal as it is fraud! - Quite apart from the fact that I do not have any ID in that old name now and so it is impossible for me to open accounts in that name even if it was legal!
I am effectively refused the switch guarantee and have twice lost out on financial incentives to switch by having them refuse the switch as the names are different - when the account number, sort code and card details all matched, and they have legal evidence of the new name.
I am waiting for the second ombudsman's decision, but to be honest I am not hopeful.
Over four months down the road from changing my name and I am known by my new name everywhere except in one bank. Surely this can't be right?
I've recently had a serious health issue and made the point to the ombudsman that had I died, my death cert and probate would all be in my new name, with no reference to my old name.
How would they go about allowing probate when they have refused the legal name change?
And if they would allow it if I died, why not when I am alive please?
Just bizarre. My head is spinning. I am utterly trapped in this nightmare.
What else can I do?
Help!!
When opening some accounts you be asked have you ever be known by a different name some have no timeframe other's will say in the last five years0 -
Catkincath said:The Background -
I have accounts with 2 banks, 2 building societies.
I changed my name to my maiden name and did this by Deed Poll to make the paper trail easier and smoother.
Two building societies and one bank had no issue with this.
One bank has refused to change my name unless I pay for certified verification in ADDITION to my Deed poll, which is a legal document and sufficient on its own.
As I understand it, GDPR law states that when an organisation holds inaccurate data about me, they must change it on request and I have provided the legal document to do so several times (certified copy sent out to them - and several requests to change my name).
This was sufficient legal evidence for DVLA, HMRC and DWP as well as 3 other financial institutions. But not this bank. They demand I pay a "magistrate, GP...or similar" for additional verification of my identity.
That is asking me to pay for the same verification twice. I have already paid for my Deed Poll.
Action taken so far:
1. I complained and they did not uphold my complaint and refused to change my name.
2. In an attempt to resolve it, I tried an account switch - this bank has all my budgeting DD and STO on their account in my old name. Despite returning my Deed poll to me in my new (maiden) name the bank refused to accept the switch.
The bank I wanted to switch to had changed my name using the deed poll alone and accepted my switch application, but I was refused the switch by the bank refusing to change my name, stating "wrong name" as the reason. (ll other details match AND they have proof of the "wrong" name).
3. I appealed to the financial ombudsman. They ruled that it is reasonable for the bank to ask for me to pay for further verification despite the Deed poll being a legal document and UK Deed Poll advising it is unreasonable to ask anyone to pay for more verification.
4. I have asked for a second ombudsman to look at the evidence - I am in the bizarre situation of having "forsworn" never to use or be known by my previous name and yet I am forced to do so for every transaction to do with this bank. All the transactions are now going in and out of this account in my new name and they have the legal documentation that changes my name, but refuse to change my name.
I am now in a "catch 22" situation - I cannot switch accounts and I am being forced to forever use an account in an old name that I do not have any ID for. It is potentially making me commit fraud by forcing me to bank in a name I do not have.
One rep at the bank actually suggested I open an account elsewhere in my old name, switch banks, then change my name since the new bank would accept a deed poll - and I pointed out this is illegal as it is fraud! - Quite apart from the fact that I do not have any ID in that old name now and so it is impossible for me to open accounts in that name even if it was legal!
I am effectively refused the switch guarantee and have twice lost out on financial incentives to switch by having them refuse the switch as the names are different - when the account number, sort code and card details all matched, and they have legal evidence of the new name.
I am waiting for the second ombudsman's decision, but to be honest I am not hopeful.
Over four months down the road from changing my name and I am known by my new name everywhere except in one bank. Surely this can't be right?
I've recently had a serious health issue and made the point to the ombudsman that had I died, my death cert and probate would all be in my new name, with no reference to my old name.
How would they go about allowing probate when they have refused the legal name change?
And if they would allow it if I died, why not when I am alive please?
Just bizarre. My head is spinning. I am utterly trapped in this nightmare.
What else can I do?
Help!!
e.g. GDPR requires that they change inaccurate details when informed - but doesn't specify what verification they must accept of a name change.
Also, as mentioned above, continuing to use an account in your previous name is not fraud, nor is it illegal.
How much would it cost to get a certified document that would satisfy their requirements? Whilst it is tempting to dig your heels in when you believe an organisation is wrong - balance that with the amount of time and effort you've spent on this so far (and the potential loss of switching bonus for not getting it sorted). Is it really worth it?
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Nasqueron said:DullGreyGuy said:Catkincath said:The Background -
I have accounts with 2 banks, 2 building societies.
I changed my name to my maiden name and did this by Deed Poll to make the paper trail easier and smoother.
Two building societies and one bank had no issue with this.
One bank has refused to change my name unless I pay for certified verification in ADDITION to my Deed poll, which is a legal document and sufficient on its own.
As I understand it, GDPR law states that when an organisation holds inaccurate data about me, they must change it on request and I have provided the legal document to do so several times (certified copy sent out to them - and several requests to change my name).
This was sufficient legal evidence for DVLA, HMRC and DWP as well as 3 other financial institutions. But not this bank. They demand I pay a "magistrate, GP...or similar" for additional verification of my identity.
That is asking me to pay for the same verification twice. I have already paid for my Deed Poll.
Action taken so far:
1. I complained and they did not uphold my complaint and refused to change my name.
2. In an attempt to resolve it, I tried an account switch - this bank has all my budgeting DD and STO on their account in my old name. Despite returning my Deed poll to me in my new (maiden) name the bank refused to accept the switch.
The bank I wanted to switch to had changed my name using the deed poll alone and accepted my switch application, but I was refused the switch by the bank refusing to change my name, stating "wrong name" as the reason. (ll other details match AND they have proof of the "wrong" name).
3. I appealed to the financial ombudsman. They ruled that it is reasonable for the bank to ask for me to pay for further verification despite the Deed poll being a legal document and UK Deed Poll advising it is unreasonable to ask anyone to pay for more verification.
4. I have asked for a second ombudsman to look at the evidence - I am in the bizarre situation of having "forsworn" never to use or be known by my previous name and yet I am forced to do so for every transaction to do with this bank. All the transactions are now going in and out of this account in my new name and they have the legal documentation that changes my name, but refuse to change my name.
I am now in a "catch 22" situation - I cannot switch accounts and I am being forced to forever use an account in an old name that I do not have any ID for. It is potentially making me commit fraud by forcing me to bank in a name I do not have.
One rep at the bank actually suggested I open an account elsewhere in my old name, switch banks, then change my name since the new bank would accept a deed poll - and I pointed out this is illegal as it is fraud! - Quite apart from the fact that I do not have any ID in that old name now and so it is impossible for me to open accounts in that name even if it was legal!
I am effectively refused the switch guarantee and have twice lost out on financial incentives to switch by having them refuse the switch as the names are different - when the account number, sort code and card details all matched, and they have legal evidence of the new name.
I am waiting for the second ombudsman's decision, but to be honest I am not hopeful.
Over four months down the road from changing my name and I am known by my new name everywhere except in one bank. Surely this can't be right?
I've recently had a serious health issue and made the point to the ombudsman that had I died, my death cert and probate would all be in my new name, with no reference to my old name.
How would they go about allowing probate when they have refused the legal name change?
And if they would allow it if I died, why not when I am alive please?
Just bizarre. My head is spinning. I am utterly trapped in this nightmare.
What else can I do?
Help!!
Similarly its neither fraud or illegal to be known by more than one name. I've known several people who've gotten married, changed their name for friends and family but professionally have stuck with their premarital name (I dont say "maiden name" because two of them were male so never maidens). It is only an issue if you try to claim unfair advantage through having more than one alias.
You cannot demand a second ombudsman at the Financial Ombudsman review a case, complaints are originally reviewed by an Adjudicator or Investigator, both bank and customer has the option to accept or reject their decision. If either do then it goes to an Ombudsman for a second opinion; the bank has no choice on if to accept their opinion or not but the customer does. If the customer doesnt accept the Ombudsman's decision the only other route is court.
I dont understand why you are making such a mountain out of an ant hill though? Go to any random bank tomorrow and open a new account. Transfer the money from the problematic account to the new account later the same day and then instruct the bank to close the account. You now have a new account in your preferred name that you can either use or use as a donner account for transferring to somewhere else.
I agree though this is a mountain / mole hill scenario, OP hasn't missed out on any switch bonuses, they could have opened an account with another bank, moved any direct debits needed to qualify and then switched that and then closed the problem bank at their leisure.It may seem mountain/molehill and I’m sorry if it does, but I actually DO miss out on switch bonuses. And u have - twice.I applied to switch to a different bank, they accepted and sent to this bank details for the switch to take place and the application was returned denied - “names do not match ”. I therefore can only get out of this by manually transferring each DD and STO - this is not a “switch” and therefore does not qualify for the switch guarantee or any bonuses offered by the new bank.0 -
sheramber said:Have you got an enrolled Deed Poll?
There are 2 ways to get a deed poll. You can either:
- make an ‘unenrolled’ deed poll yourself
- apply for an ‘enrolled’ deed poll
Ask the organisation you’re dealing with (for example your bank) which type of deed poll they’ll accept as proof of your new name.
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Zanderman said:Jami74 said:
Being nosy, why someone would change their name by deed poll from their married name to pre-married name?
Your marriage certificate doesnt state your post marriage name and yet everywhere accepts it as evidence of a name change. A colleague that got married went from Mr Jones and Miss Smith to Mr Jones-Smith and Mrs Jones-Smith.
My guess is it's someone who has seperated but for some reason isnt getting divorced (yet). My uncle never divorced his husband because his police pension could only be paid to a married spouse and he had no intentions of remarrying so rather than it go to "waste" they agreed to remain married so his "ex" would receive it.1 -
Jami74 said:I've still got an account in a previous name (22 years). It hasn't caused me any problems, although I don't use it for much now. I guess it would be useful if anyone ever sent me a cheque in that name.
I've opened loads of new accounts in my current name and done loads of switches between them for incentives. Not really worth stressing about. If you don't want to keep the account in that name then just close it.
Being nosy, why someone would change their name by deed poll from their married name to pre-married name?
I shall at all times hereafter and for all purposes use and sign only the said name of ….. as my name and not my former name of ….”
id say that’s pretty conclusive that as a legal document, it would be fraudulent for me to open a bank account in my former name. The bank I wanted to switch to said as much as this was a solution the problem bank gave. I since learned this would be fraudulent.If you changed your name by marriage it may well be you can go by both names. If it was by deed poll id check what you’ve signed and “sworn” to. The wording on mine is clear.To answer your “nosy” question, it is because I have not used my maiden name in over two decades. I thought a deed poll would surely not only legalise it fully but would help the “paper trail” and make bank account changes etc easier. This was the case for 3 banks - but not this one. Even DVLA and passport office are quite happy with a deed poll alone. Ironically, a deed poll is not required to revert to maiden name. No paperwork is. (Decree absolute if there is one but separated women who revert to maiden name don’t have that. I reverted to maiden name without paperwork in 1994 with no hassle).I provided the paperwork this time to ease the process. Should’ve saved my money.
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Zanderman said:Jami74 said:
Being nosy, why someone would change their name by deed poll from their married name to pre-married name?0 -
flaneurs_lobster said:That claim about GDPR making it incumbent on institutions to change all their records to reflect your new name is just plain wrong.
They have every right to hold historical records that reflect your name at the time the records were created.Data on my account - current name - is incorrect and having made them aware and provided proof, they must now change it.Not change history - just the current information, keeping the historical records (like other financial institutions and government agencies have done).0
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