Not upheld: Account administration errors complaint against TSB Bank plc

Decision detail

Summary

Mr B switched to TSB and believed all his direct debits had been successfully transferred. However, a direct debit to his credit card company subsequently failed, resulting in a 14-day late payment recorded on his credit file. TSB claimed Mr B had cancelled the direct debit after the switch, which Mr B disputed. The ombudsman reviewed app logs provided by TSB showing Mr B had indeed cancelled the direct debit via the mobile app, and found no evidence of financial hardship or inability to pay. The complaint was not upheld as TSB had done nothing wrong.

The Ombudsman's reasoning

The ombudsman reviewed all available evidence from both parties and concluded that it was more likely than not that Mr B cancelled the direct debit himself after it had been successfully transferred, despite this making little sense. The ombudsman noted Mr B's excellent credit history and found no evidence he couldn't have made the payment on time. Therefore, TSB had not breached the switch service guarantee or acted wrongly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website