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REAL MONEY SERVICES LIMITED
Financial Ombudsman decision DRN-5391247 Upheld
Upheldoutcome, as published by the Ombudsman
£750redress stated in the decision
Fri Apr 11deadline 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
failed to act on their payment instructions and have withheld their fundsPayment delayed or failed
RMS didn’t send them any balance updates, statements nor access to online banking as promisedService failure
Rules cited
Money Laundering Regulations 2017, Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5391247.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.