TSB Bank plc

Financial Ombudsman decision DRN4766077 Upheld

Upheldoutcome, as published by the Ombudsman

£70redress stated in the decision

Fri Sep 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

APP scam refund refused, Complaint handling

In the Ombudsman’s words

Mr and Mrs C had funds of almost £14000 removed from their account on 21 May 2018. Following this they had repeated fraud and attempted fraud on their account over the next few months up to (and including) August 2018. All payments were refunded to the account within 24 hours of Mr C making TSB aware that the transactions were fraudulent.APP scam refund refused

Mr and Mrs C complain about the impact TSB Bank Plc’s IT issues had on them.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4766077.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.