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Starling Bank Limited

Financial Ombudsman decision DRN-4479465 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

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Mrs H complains that Starling Bank Limited has not met its obligations in regard to a transaction she made on her debit card to purchase a package holiday.Card dispute or chargeback

Starling accepts it initiated a chargeback at a point contrary to Mrs H’s wishes. This chargeback was unsuccessful. So Mrs H complained. Starling accepts it didn’t do things wellComplaint handling

Rules cited

Consumer Credit Act 1974, FCA Consumer Duty (PRIN 2A)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4479465.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.