TSB Bank plc

Financial Ombudsman decision DRN2382999 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Mon Apr 22deadline 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

Miss S complains that TSB Bank plc allowed further fraudulent transactions on her account after fraud was initially discovered.Unauthorised transaction

I do, however, think TSB should have done more in relation to Netflix. When the previous fraud was flagged to Miss S, she confirmed she didn’t have an account with Netflix. Although no payments were taken at this time, TSB was on notice a fraudulent account had been set up and so it should have blocked any future payments to Netflix. But it didn’t do so and £9.99 was taken from the account on 9 April 2018. And rather than recognise its error in allowing the transaction and providing the new card details, it referred Miss S to Netflix.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2382999.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.