TSB Bank plc

Financial Ombudsman decision DRN-5088963 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Fri Nov 15deadline 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, Support for vulnerable customers

In the Ombudsman’s words

The payment was blocked by TSB’s fraud detection processFunds blocked or frozen

Mr R complains that TSB Bank plc unreasonably blocked a payment from his account and then blocked him from being able to close his account. And that it discriminated against him by not providing a reasonable alternative to using a telephone.Support for vulnerable customers

Rules cited

Equality Act 2010, FCA Consumer Duty (PRIN 2A)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5088963.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.