TSB Bank plc

Financial Ombudsman decision DRN-5290497 Upheld

Upheldoutcome, as published by the Ombudsman

£35redress stated in the decision

Mon Jul 21deadline 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

Card dispute or chargeback, Service failure

In the Ombudsman’s words

Mr A complains about the customer service he received from TSB Bank plc, having raised a chargeback for a transaction made on his debit card.Card dispute or chargeback

I’ve listened to that call and agree it could have been handled better. While the advisor was correct in the information they provided, I think they could have done more to help Mr A understand the process and why the amount had been charged back to his account.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5290497.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.