Not upheld: Card / payment disputes complaint against Bank of Scotland plc

Decision detail

Summary

Miss K complained that Bank of Scotland unfairly declined her chargeback claim for a £58 pre-paid baggage allowance purchase she made unintentionally in December 2025. The airline refused to refund the purchase citing their non-refundable policy, and Bank of Scotland rejected the chargeback claim. The ombudsman upheld Bank of Scotland's decision, finding that the chargeback did not meet Visa scheme criteria because the service was provided and available for use, and there was no evidence of service failure or misrepresentation. The complaint was not upheld.

The Ombudsman's reasoning

Bank of Scotland acted fairly and reasonably in declining the chargeback claim because it did not meet Visa scheme criteria. The service was provided and available for use by Miss K, and there was no evidence the airline failed to provide the service or that it was not as described. While the purchase may have been unintentional, this does not constitute a valid basis for a chargeback under Visa rules. The transaction was authorised by Miss K and the merchant's non-refundable policy was clearly stated.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website