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.
