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State Bank Of India (UK) Limited

Financial Ombudsman decision DRN-2913253 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, Support for vulnerable customers

In the Ombudsman’s words

Mrs M complains State Bank Of India (UK) Limited (“SBI”) won’t refund several transactions she disputes to having made from her account.Unauthorised transaction

Given the unusual nature of the transactions, Mrs M’s vulnerabilities, customer profile, and non-confirmation nature of the text messages SBI sent, SBI wasn’t pro-active enough in protecting its customer.Support for vulnerable customers

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2913253.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.