Is a Verbal Apology Enough
Options
Outsider_83
Posts: 166 Forumite
Hi All,
I had a data protection breach last year with a bank but this is a little more complex and I was hoping for some help.
I setup and new mortgage with my bank in 2016 and I asked the mortgage advisor if all corresponding documents from the bank could be sent to my new address (the mortgage I was setting up), I was assured by the bank employee that this had been done.
In 2017 I realised mail of mine was being forwarded onto me from my old address and it was clear it had been opened, some of the documents were very sensitive including mortgage balance items etc. I contacted the bank several times to get this issue resolved and it was around August at which time I lodged a complaint, from then onto now the bank have denied any wrongdoing and have said that I did not follow procedures by asking in branch for my address to be changed when I should have done this by calling a specialist number. I in turn argued that I could not be expected to know of the internal procedures and when I speak to a member of staff and when I am advised something is done I have to trust them.
After some more toing and froing the bank called me to issue a verbal apology and ask what I am seeking, I suggested some compensation, they said this was unacceptable and that all they would be offering is an apology and if I wasn't happy I would have to go to the ombudsman.
As the bank were very adamant on this topic, I am wondering if I have a case or is the verbal apology as much as I can expect?
Thanks in advance.
I had a data protection breach last year with a bank but this is a little more complex and I was hoping for some help.
I setup and new mortgage with my bank in 2016 and I asked the mortgage advisor if all corresponding documents from the bank could be sent to my new address (the mortgage I was setting up), I was assured by the bank employee that this had been done.
In 2017 I realised mail of mine was being forwarded onto me from my old address and it was clear it had been opened, some of the documents were very sensitive including mortgage balance items etc. I contacted the bank several times to get this issue resolved and it was around August at which time I lodged a complaint, from then onto now the bank have denied any wrongdoing and have said that I did not follow procedures by asking in branch for my address to be changed when I should have done this by calling a specialist number. I in turn argued that I could not be expected to know of the internal procedures and when I speak to a member of staff and when I am advised something is done I have to trust them.
After some more toing and froing the bank called me to issue a verbal apology and ask what I am seeking, I suggested some compensation, they said this was unacceptable and that all they would be offering is an apology and if I wasn't happy I would have to go to the ombudsman.
As the bank were very adamant on this topic, I am wondering if I have a case or is the verbal apology as much as I can expect?
Thanks in advance.
0
Comments
-
What do you mean by mail being forwarded on - did you have mail redirection in place (if not you should have)0
-
Well you haven't suffered financially, I don't think there is any emotional distress & from what you have said you didn't set up a mail forwarding when you moved, so I am not sure what compensation you are wanting.
They have apologised, accept it & move on.Dwy galon, un dyhead,
Dwy dafod ond un iaith,
Dwy raff yn cydio’n ddolen,
Dau enaid ond un taith.0 -
Why would you expect compensation?0
-
What happened to the £200 they offered you?
http://forums.moneysavingexpert.com/showthread.php?t=57383430 -
PeacefulWaters wrote: »What happened to the £200 they offered you?
http://forums.moneysavingexpert.com/showthread.php?t=5738343
That was an email data breach.:cool:
OP has been particularly unfortunate in this respect.0 -
A serial receiver of data breaches.
Or a very bad bank.0 -
Ok I will let it go, clearly it's fine for organisations to forward my details where they wish.0
-
Outsider_83 wrote: »Ok I will let it go, clearly it's fine for organisations to forward my details where they wish.
It clearly isn't.
You complain.
You ask for a sum by way of compensation.
If it's not forthcomg you escalate to the FOS.
It's all in your previous thread as to how to approach it.0 -
The way you've phrased that suggests that you perhaps weren't formally advising your bank of a change of address (you presumably wouldn't have moved at this point anyway?) but merely asking a mortgage advisor to forward documents relating specifically to the mortgage formalities to an address other than the one the bank had on record for you. Is it possible that they agreed to send certain documents to the new address but without committing to change the address to be used for all other banking matters, e.g. current account statements, etc?Outsider_83 wrote: »I setup and new mortgage with my bank in 2016 and I asked the mortgage advisor if all corresponding documents from the bank could be sent to my new address (the mortgage I was setting up), I was assured by the bank employee that this had been done.0 -
Presumably, the owners of your former house would already have had some of your personal data to enable the sale.
Wouldn't the land registry have details of new property including sale price and value of any mortgage secured upon it. This would be a matter of public record.
This discounts your details and those of your mortgage - what other details do you think might have 'been disclosed'?0
This discussion has been closed.
Categories
- All Categories
- 343.2K Banking & Borrowing
- 250.1K Reduce Debt & Boost Income
- 449.7K Spending & Discounts
- 235.3K Work, Benefits & Business
- 608.1K Mortgages, Homes & Bills
- 173.1K Life & Family
- 247.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 15.9K Discuss & Feedback
- 15.1K Coronavirus Support Boards