Metro Bank PLC

Financial Ombudsman decision DRN5688949 Upheld

Upheldoutcome, as published by the Ombudsman

£5,500redress stated in the decision

Fri Apr 19deadline 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

Mrs M complains that Metro Bank Plc won’t refund two payments totalling £5,500 made from her account, which she says she didn’t authorise.Unauthorised transaction

recognition of the distress and inconvenience caused by Metro Bank’s handling of the matterComplaint handling

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5688949.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.