The breach of confidentiality, although minor, had such major
consequences for the customer that a large award was deemed
necessary.
According to the Service, the customer, known only as Miss J,
left her partner, Mr C, because of his increasingly violent
behaviour. She explained the situation to her bank, asked them to
change the address on her accounts, and stressed that the bank
should not give Mr C her new address.
Unfortunately when the bank changed the address on Miss J's
accounts, a link on the computer system meant that the address on
the joint account she held with Mr C was also changed.
Mr C spotted the alteration when he came into the bank a few
weeks later looking for a loan. He went round to the new address,
broke down the door, and severely assaulted Miss J. She was
hospitalised for several days.
Miss J complained to the bank, which eventually apologised and
offered £300 in compensation.
Miss J then complained to the Financial Ombudsman who, on seeing
photos of the injuries suffered by Miss J, suggested that the bank
increase its offer ten-fold –which it did.
