2015 - 2016

Payment systems

In-branch transactions

Mr N was unhappy that his bank does not sign deposit receipts when customers deposit cash at its branches. He said that if there was a dispute over the amount of cash withdrawn, the customer would have no recourse because the deposit receipt is not a legal document.

Under our rules (or terms of reference) we have the ability to decline to investigate a complaint if we consider the person making the complaint has not suffered, and is unlikely to suffer, any direct financial loss or significant inconvenience.

Mr N’s complaint was about a hypothetical scenario, rather than a situation he had actually experienced. We chose not to investigate his complaint because we did not believe he had, or would, suffer any loss or inconvenience. We advised him that a customer would have recourse to recover a missing deposit through a bank’s internal complaint procedure, our office or the courts.