Not upheld: chargeback process and refund handling complaint against TSB Bank plc

Decision detail

Summary

Miss S complained that TSB Bank plc acted unfairly by refusing to manually process five chargeback claims totalling £296.16 for items that did not arrive, were not as described, or arrived damaged. She had experienced problems with previous chargeback claims and refused to use TSB's online portal or telephone system. TSB required her to submit claims through its standard channels, which she subsequently did, and TSB pursued the chargebacks promptly. The ombudsman found TSB's process requirements were reasonable given card scheme rules and that TSB had not acted unfairly, declining to award compensation for inconvenience.

The Ombudsman's reasoning

Chargebacks are governed by prescriptive card scheme rules requiring sufficient description of the issue. TSB's requirement that customers submit claims through specific channels (online form or mobile app) is reasonable to ensure criteria are met and information is captured correctly. While Miss S had previous negative experiences, this does not justify TSB changing its standardised processes. Once Miss S submitted claims through the required channels, TSB pursued them promptly and appropriately. No error by TSB was found that would justify compensation for inconvenience.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website