The trust had borrowed money from the bank and provided trust-owned property as security. Derek had previously been a trustee of the trust. However, he was removed as a trustee by court order before making his complaint to us.

Our investigation

The bank’s records showed Derek had previously dealt with the bank as a trustee acting for the trust, but he was no longer a trustee and no longer authorised to represent the trust in its dealings with the bank. Nor was Derek a borrower in a personal capacity, and nor had he given a personal guarantee or owned the property personally. We found the bank had provided the services he was complaining about to the trust, not to him. Our rules allow us to consider complaints only from the person or entity receiving the banking service (or from someone authorised to represent them).

Outcome

We could not consider Derek’s complaint.