Sumup Payments Limited

Financial Ombudsman decision DRN-5599012 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Feb 27deadline 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

Identity checks and access, Complaint handling

In the Ombudsman’s words

repeatedly asked for customer data relating to certain transactions in a way he felt was disproportionate and overly intrusiveIdentity checks and access

Mr B disagreed with the investigator’s conclusions. He said SumUp never told him during onboarding that he would be required to collect such detailed customer information, nor that transactions could be reversed if he did not provide it.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5599012.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.