Clearbank is a digital-only bank that offers banking services to fintechs, payment providers, and other financial institutions. The bank claims to offer secure and fast transactions through its cutting-edge banking platform. However, like any financial institution, Clearbank acknowledges that disputes can arise between the bank and its customers. To resolve these disputes, the bank offers its customers access to the Clearbank ombudsman.
A key feature of the Clearbank ombudsman is that it is an independent organization that represents neither the customer nor the bank. The ombudsman acts as a mediator between both parties and helps to achieve a resolution that is fair and reasonable for all. The ombudsman’s services are free and confidential, and it can handle a range of disputes, from simple complaints to complex cases.
To access the Clearbank ombudsman, the customer must first file their complaint with Clearbank’s customer service team. If the customer is not satisfied with the bank’s response, they can escalate the complaint to the ombudsman. The ombudsman will require the customer to provide evidence and supporting documents to help them understand the case better. The ombudsman will also request similar information from Clearbank to get a complete picture of the dispute.
Once the ombudsman has gathered all the necessary information, it will start the mediation process. The ombudsman will act as a neutral party and communicate with both the customer and Clearbank to understand each party’s view of the dispute. It will then try to find a common ground and propose a resolution that both parties can agree upon.
One advantage of using the Clearbank ombudsman is that it can often resolve disputes quicker than going through the legal system. The ombudsman aims to resolve a dispute within eight weeks of receiving the complaint. If it takes longer than eight weeks, the ombudsman will inform the parties of the expected resolution date and keep them updated throughout the process.
Another advantage of using the ombudsman is that the process is free for the customer. The bank pays the ombudsman’s fees as part of its regulatory requirements. Therefore, the customer can use the ombudsman service without any additional costs.
It is important to note that the ombudsman’s decision is not legally binding. If the customer is not happy with the ombudsman’s proposal, they can choose not to accept it. Instead, they can choose to pursue legal action or seek the help of another regulatory body.
However, the ombudsman’s decision is binding on the bank. If the customer accepts the ombudsman’s proposal, the bank must implement it immediately. The bank cannot change the outcome or appeal the decision. This is known as the ‘Final Decision’.
The Clearbank ombudsman was established to ensure that customers have access to an impartial body that can help them resolve disputes with the bank. The ombudsman is accredited by the Financial Ombudsman Service (FOS) and is subject to the FOS’s guidelines and rules.
The FOS is an independent body that provides consumers with a way to resolve disputes with financial institutions. The FOS regulates and supervises the ombudsman’s activities to make sure they are fair and impartial. Therefore, customers can be assured that the ombudsman’s decision is unbiased and was made following legal procedures.
In summary, the Clearbank ombudsman is an independent mediator that can help customers resolve disputes with the bank. The ombudsman is free, confidential, and impartial. It communicates with both parties to understand each party’s view of the dispute and mediates a mutual agreement. The ombudsman’s decision is binding on the bank, and the process is quicker and cheaper than the legal system. It is an essential service that every Clearbank customer should know about.
If you have a dispute with Clearbank and have not been able to resolve it through the customer service team, you should consider filing a complaint with the ombudsman. Filing a complaint with the ombudsman is easy and straightforward. You can visit the Clearbank website and follow the instructions on the ‘Complaints Procedure’ page.
Overall, the Clearbank ombudsman is a vital tool for customers who want to resolve disputes with the bank. It offers customers an independent, impartial, and fast way to resolve complaints. By using the ombudsman, customers can be assured that their complaints will be handled professionally, and they will receive a fair and reasonable resolution.