Dear Mrs X,

You submitted a complaint to the Ombudsman concerning the replies of the European Central Bank (ECB) to your letters about issues you were facing with your bank. The Ombudsman has asked me to deal with your complaint and reply to you on her behalf.

You contacted the ECB because, for several months, you were not able to (i) access your bank’s internet banking services, and (ii) withdraw or transfer money as you wished. You asked the ECB to take a stance on this issue.

After a careful analysis of all the information you have sent us, and the ECB’s replies, we have decided to close the inquiry with the following conclusion:

The information and evidence provided in the complaint appear not to give reason for concluding that the European Central Bank acted with maladministration.

The ECB provided you with reasonable and appropriate replies. Its explanation about its role and responsibilities is correct. The ECB is indeed responsible for ensuring the soundness of the European banking system and financial stability. It does not have the power to intervene in an individual dispute between a bank and its customers. The ECB correctly referred to its obligation of professional secrecy[1], which does not allow it to comment on specific cases. Therefore, it was not in the position to address your request to give its opinion whether “the Bulgarian National Bank violated European legislation after having blocked customers’ accounts [...] without any warning”.

While you may be disappointed with this outcome, we nevertheless hope you find these explanations helpful.  

Yours sincerely,

 

Marta Hirsch-Ziembińska

Head of Inquiries and ICT - Unit 1

 

Strasbourg, 16/07/2019

 

 

[1] Article 27 of Council Regulation (EU) No 1024/2013 conferring specific tasks on the European Central Bank concerning policies relating to the prudential supervision of credit institutions and Article 37 of the Statute of the European System of Central Banks and of the European Central Bank.