Someone I know recently used the UK 'current account switching service'. Suffice to say, it didn't go as its supposed to. The old bank account was closed without collecting the direct debits and payees to apply to the new account. I also doubt the 'forwarding' of payments to the old account probably won't find its way to the new.
Aside from the specifics of this case, who guarantees what in this process? A good amount of searching online and I can't really figure out who to approach about this. I assume the FCA ultimately came up with the regulations, and so by extension the Ombudsman is probably the arbitrator. I'm somewhat at a loss as to who's slipped up here, and so not sure who to approach before the Ombudsman.
I'm aware that the guarantee is supposed to ensure that switching accounts won't lose any money (either in the transfer, or via interest payments). However, what other 'failure modes' are guaranteed or otherwise represented in the service?