TSB Bank plc

Financial Ombudsman decision DRN-4610090 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Tue Jun 18deadline 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, Complaint handling

In the Ombudsman’s words

The complaint P, a limited company, complains that TSB Bank plc sent two payments to the wrong account and hasn’t provided satisfactory help to recover those payments.Payment delayed or failed

TSB said that it hadn’t made any error. It explained that it follows up credit payment recovery requests on a best endeavours basis. In this case the attempt to recover the money was unsuccessful, as the receiving account had been closed. After P complained to this service, TSB said that it acknowledged that it could have handled its initial phone calls with P better, and could have told P at the outset what sort code and account number the payments had been made to.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4610090.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.