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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN-1774656 Not upheld

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, Complaint handling

In the Ombudsman’s words

disputed transactions debited from his online current account due to the unauthorised payments not being notified within 13 months of them taking placeUnauthorised transaction

Smile, in its final response letter of 21 October 2019 acknowledges Mr B was provided with conflicting information around the time limits for receiving a refund of disputed transactions during a call on 7 August 2019.Complaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1774656.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.