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Co-operative Bank Financial Advisers Limited
Financial Ombudsman decision DRN0160831 Upheld
Upheldoutcome, as published by the Ombudsman
£2,600redress stated in the decision
Fri Feb 13deadline 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
In the Ombudsman’s words
I wasn’t persuaded it was reasonable that Smile didn’t ask for that money to be returned as well. And I found it difficult to see why Smile insisted the payments be traced when it knew which account they had been credited to. So I wasn’t satisfied Smile had made reasonable efforts to help Mr V and Ms Y to recover all of their money.Service failure
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0160831.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.