Outcomes - Selected Case Summaries



Retail bank’s lack of response to a subject access request

Informal Resolution | 03 June 2021

An individual made a request to her bank for her own personal data, a so-called subject access request. She received an acknowledgement of the request, but did not receive any of the requested records or even subsequent follow-up emails.

During our investigation the bank conceded that it should have responded to the application. The non-response was due to a lack of monitoring of the bank’s customer care inbox on the part of a designated customer sales representative, in line with the bank’s Privacy Handbook. The bank assured us that steps were taken internally to prevent this issue from reoccurring. The complainant received all the requested information. We made a number of recommendations relating to the way the bank responds to subject access requests, and the case was closed.