In 2022, Everett complained to us. He said he had taken up the matter with the bank in 2004, but the bank failed to investigate his concerns. Nonetheless, he had kept contacting the bank on an annual basis about the matter.

Our investigation

Our first step was to determine whether we were able to consider Everett's complaint given the length of time that had passed. Based on Everett's explanation, he had become aware of the bank's alleged wrongdoing in 2004 when he asked about his wife's insurance policy. Neither Everett nor the bank were able to provide any evidence regarding the policy, and the bank had no obligation to hold any such information given the time that has passed. Furthermore, there was no evidence Everett had been contacting the bank over the following 18 years.

Outcome

We were unable to further consider Everett’s complaint because of the time that had passed.