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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN5804702 Upheld

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

Payment delayed or failed, Service failure

In the Ombudsman’s words

The Co-operative Bank has told us that it was the sending bank’s responsibility to raise a faster payments queryPayment delayed or failed

The Co-operative Bank was under a duty to “make reasonable efforts” to recover the money paid into its other customer’s accountService failure

Rules cited

Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5804702.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.