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Kroo Bank Ltd
Financial Ombudsman decision DRN-5189700 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Tue May 13deadline 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, Service failure
In the Ombudsman’s words
The complaint Mr S complains about multiple standing order and CHAPS payment issues on his account with Kroo Bank Ltd (‘Kroo’).Payment delayed or failed
I can see in the conversation history that Mr S also raised an issue about the app notification system and that messages would disappear before they could be read in full. I can’t see that Kroo has adequately responded to him to understand what the issue is.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5189700.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.