Our investigation

Banks must verify customers’ identities and ensure their records match customers' verified legal identities. The bank amended Carson’s profile so his first name matched his verified identity information. We found the bank breached no duty or obligation to Carson by changing the first name on its records.

Carson asked the bank to keep his preferred name on his profile. When the bank would not do that, he asked it to add a statement of correction, which it did. The statement it added to its system three days later said Carson had disputed the profile name, and that he identified himself and made bank transactions using his preferred name. We found the statement was concise and adequately recorded Carson’s position. We also found the bank took reasonable steps to attach it to the disputed information, as required by information privacy principle 7 of the Privacy Act 2020.

Outcome

We did not uphold Carson’s complaint.