Kroo Bank Ltd

Financial Ombudsman decision DRN-5584685 Upheld

Upheldoutcome, as published by the Ombudsman

£23,500redress stated in the decision

Fri Aug 15deadline 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

Mr A complains that Kroo Bank Ltd (‘Kroo’) declined to refund a series of transactions totalling over £15,000 which he says he did not make or otherwise authorise.Unauthorised transaction

He said that he received little to no updates and had to chase them.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-5584685.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.