Sainsbury's Bank Plc

Financial Ombudsman decision DRN-3793942 Upheld

Upheldoutcome, as published by the Ombudsman

£5,000redress stated in the decision

Wed Mar 03deadline 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, Complaint handling

In the Ombudsman’s words

Mr K complains that Sainsbury’s Bank Plc (‘Sainsbury’s’) won’t refund two payments he says he didn’t make.Unauthorised transaction

I consider this is a reasonable award. I don’t believe that the Sainsbury’s advisors who spoke to Mr K took into account his stated communication difficulties, which should have been apparent in any event.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-3793942.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.