SERIOUS CONCERNS REGARDING TFG'S MANDATORY SECURITY PROCEDURES

SERIOUS CONCERNS REGARDING TFG'S MANDATORY SECURITY PROCEDURES

TFG has advised me that all staff are trained to perform a mandatory three-way security check, including identity document verification, before any card replacement is processed.

Given that I have experienced two ***** incidents within three months, under case references *** and ***, I have serious concerns about whether these mandatory security procedures were properly followed on both occasions.

If these checks are compulsory, how were two incidents able to occur within such a short period? Were the required identity verification and security checks conducted correctly, and can TFG provide evidence confirming that these procedures were followed?

If the procedures were not followed, I expect TFG to explain why the required safeguards failed. If they were followed, TFG must explain how the incidents could nevertheless have occurred and what weaknesses, if any, were identified.

I cannot simply accept a statement that all staff are trained when the circumstances raise legitimate questions about the actual implementation and effectiveness of those procedures.

I am not prepared to speculate about whether the controls were neglected, inadequately implemented or deliberately bypassed. I expect TFG to investigate these possibilities objectively and provide a clear, evidence-based response.

Training employees to follow security procedures is not enough. Those procedures must be consistently implemented, properly monitored and effective in protecting customers.

I therefore request that TFG specifically address compliance with its mandatory three-way security check and identity verification requirements in relation to both incidents, and explain what corrective action will be taken if any non-compliance is established.