Long story short - brother’s son submitted a DPA access request to my local bank branch in 2016. They did not acknowledge but sent a letter to him saying all his student bank accounts - current, credit card, student loan - would be closed in 2 months and that he should make alternative banking arrangements.
The head office then wrote and said management of accounts was being handled by their ‘consumer Affairs’ team. Eventually they provided copies of statements of accounts and some postal correspondence. The bank said that the DPA access requestor - customer - must send dates / times of any phone calls if he wants to get copies. They claimed that was all the data available. When he phoned customer services he noted that they had details of previous dates / times of phone calls on their system.
He complained multiple times to the bank regarding the fact that he understood that phone calls, customer relationship management type records, staff notes, etc would be expected to have been available.
Referred case to office of Data Protection Commissioner and they are investigating.
He has a separate complaint with FSPO Ombudsman and expects the bank’s refusal/ intentional delay to provide all records is an attempt to delay / frustrate his valid complaint there.
Any guidance / advice - is this typical for banks or exclusive to him and bank of ireland ?
The head office then wrote and said management of accounts was being handled by their ‘consumer Affairs’ team. Eventually they provided copies of statements of accounts and some postal correspondence. The bank said that the DPA access requestor - customer - must send dates / times of any phone calls if he wants to get copies. They claimed that was all the data available. When he phoned customer services he noted that they had details of previous dates / times of phone calls on their system.
He complained multiple times to the bank regarding the fact that he understood that phone calls, customer relationship management type records, staff notes, etc would be expected to have been available.
Referred case to office of Data Protection Commissioner and they are investigating.
He has a separate complaint with FSPO Ombudsman and expects the bank’s refusal/ intentional delay to provide all records is an attempt to delay / frustrate his valid complaint there.
Any guidance / advice - is this typical for banks or exclusive to him and bank of ireland ?