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Financial Ombudsman decision DRN-3692341 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress stated in the decision

Fri Oct 14deadline 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

Funds blocked or frozen, Charges and fees, Credit file reporting, Complaint handling

In the Ombudsman’s words

Aqua blocked his card after they became suspicious of transactions they believed were the result of an account takeover.Funds blocked or frozen

Mr B’s account accrued interest and additional payment fees because insufficient payments were made towards the outstanding balance.Charges and fees

Aqua also agreed to update their credit reference agency reporting concerning the operation of Mr B’s account.Credit file reporting

Mr B remained unhappy with how Aqua had handled his issue and brought his complaint to the Financial Ombudsman Service for an independent review.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3692341.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.