TSB Bank plc

Financial Ombudsman decision DRN-2404246 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£206redress stated in the decision

Tue Jan 19deadline 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

Payment delayed or failed, Support for vulnerable customers

In the Ombudsman’s words

Mrs B’s salary payment wasn’t credited to her account on the morning in questionPayment delayed or failed

Mrs B’s salary payment wasn’t credited to her account on the morning in question. Direct debits were due, so an alert was sent via text to Mrs B. TSB says the issue was rectified later that day, and because it was aware of the issue, no items were returned unpaid. However, TSB said the issue led to its helpline being busy with longer than usual wait times.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2404246.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.