A bank customer complained to the Banking Ombudsman after the bank refused to refund him for money stolen from his accounts.  The customer had stored his client number and pin in his cell phone, but disguised them as an email and the cell phone number.  However, when he lost his phone the thief was able to work out his pin and customer number despite the attempt to disguise. 

Storing the details was a breach of the bank’s terms and conditions and the Ombudsman held the bank was not liable to reimburse the customer.

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Alan Knowsley