ClearBank Limited
Financial Ombudsman decision DRN-5331927 Not upheld
Not upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Fri Mar 14deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Miss O is a sole trader, trading as B. She complains that ClearBank Limited won’t refund a payment she didn’t make.APP scam refund refused
I do think ClearBank caused Miss O (trading as B) avoidable distress and inconvenience. There were delays confirming its position, and some of its messaging was confusing.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5331927.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.