Kroo Bank Ltd

Financial Ombudsman decision DRN-4919022 Upheld

Upheldoutcome, as published by the Ombudsman

£514redress stated in the decision

Thu Oct 24deadline 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 J complained because Kroo Bank Ltd refused to refund him for transactions which he said he didn’t make.Unauthorised transaction

I also consider that Kroo’s lack of customer service impacted Mr J. It failed to respond appropriately or promptlyComplaint handling

Rules cited

Payment Services Regulations 2017, Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4919022.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.