Metro Bank PLC

Financial Ombudsman decision DRN-1685983 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Jun 22deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Unauthorised transaction, Service failure

In the Ombudsman’s words

Miss D has complained that Metro Bank Plc won’t write off arrears on her account, which were caused by fraudulent activity.Unauthorised transaction

I agree that the bank’s service fell below those standards, which a customer expects from its bank.Service failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1685983.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.