TSB Bank plc

Financial Ombudsman decision DRN-5520468 Upheld

Upheldoutcome, as published by the Ombudsman

£150redress 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

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mrs B complains TSB Bank plc allowed transactions to debit her account which she says she did not make or authorise.Unauthorised transaction

Mrs B remained unhappy that TSB had not, in her view, given a sufficient explanation as to how it was possible for the transactions to have been made by someone else.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-5520468.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.