Manager justified in finding customer’s behaviour aggressive and refusing to open account

Categories:

Bank accounts, Closing/Freezing accounts,

Summary:

In June 2025, Glenn applied online to open an account with the bank and received an email asking him to visit a branch to verify his identity. The email made no mention of the fact that he had to book an appointment. When Glenn went to a branch, staff told him he would need to make an appointment. He went away, tried to do so, but was unable to complete the booking online. He returned to the branch and spoke to the assistant manager, who regarded Glenn’s behaviour as aggressive and refused to open an account for him.

Published:

December 2025

Glenn complained that the bank’s identification process was unclear, and also that the booking system did not work. He said the miscommunication caused him frustration. He was also upset by the inconsistency between the information on the bank’s website and that provided by staff. He denied being aggressive during his visit and said the decision to refuse to take him on as a customer was unfair and was made without giving him a chance to explain his side of the story. He wanted the bank to retract its claim that he had been aggressive.

Our investigation

We found the bank’s email did not clearly state that he had to book an appointment to provide identification, so Glenn’s experience was understandably frustrating, and we recommended the bank change the wording of its standard email to clarify this point. Glenn’s interaction with the assistant manager added to his frustration. During the interaction, he said: “I will fight for this.” As he later explained, he had not meant this in a hostile or threatening way (English not being his first language), but rather that he was determined to pursue the matter to a satisfactory conclusion. The assistant manager asked Glenn to speak respectfully and arranged for another staff member to verify his identity. However, the assistant manager still regarded Glenn’s tone as aggressive and refused to open the account for him.

From viewing the CCTV footage of the exchange, and from assessing each individual’s account of the interaction, we concluded it was reasonable for the assistant manager to have regarded Glenn’s behaviour towards him as aggressive, and to refuse to open an account for him.

Glenn also complained that the booking system did not work and that the information on the bank’s website differed from that given to him by a staff member. We recommended the bank amend its standard email about how to arrange an appointment at a branch so as to avoid future confusion.