# FINANCIAL OMBUDSMAN COMPLAINT
Date: 15 September 2031
Parties: George Wilson and Eastborough Bank plc
## 1. Purpose and parties
George Wilson asks the Financial Ombudsman Service to investigate Eastborough Bank plc's handling of his current account and branch access. George, aged 74, told the bank on 3 January 2031 that early-stage Parkinson's disease made its new app-only security process difficult.
## 2. Facts, scope and terms
On 17 February the bank blocked a £2,840 care-home payment after a failed app prompt, despite George's branch mandate and telephone verification. The payment was released nine days later, but the care home charged £63 in late fees and George paid £41.20 for taxis to make four unnecessary branch visits.
## 3. Process and responsibilities
George complained to Eastborough on 25 February. Its final response dated 30 May offered £50 and said the app was mandatory, without addressing reasonable support, the recorded medical information or the late-fee evidence. George referred the complaint on 14 September, within the Ombudsman time limit.
## 4. Evidence, records and safeguards
He supplies statements, the care-home invoice, taxi receipts, branch notes, accessibility request, complaint correspondence and the final response. He asks the Ombudsman to obtain call recordings and assess whether Eastborough acted fairly, complied with its obligations and caused avoidable distress and inconvenience.
## 5. Review, escalation and outcome
George seeks reimbursement of £104.20, an additional fair award for four weeks of worry and a practical non-app verification route. He accepts that the Ombudsman may reach a different amount, that compensation is not punitive and that confidential health information should be shared only where necessary.
## 6. Reservations and practical protections
He has not issued court proceedings or accepted the £50 as full and final settlement. He will notify the Ombudsman of any insurance or third-party payment and will comply with requests for authority, identity checks and further evidence.
## 7. England and Wales law and completion
This completed fictional complaint is dated 15 September 2031 and concerns England and Wales. George authorises secure contact, retains a copy of every submission and understands that the Ombudsman's decision and any time limits must be followed.