Not upheld: app design / international payment currency selection complaint against Barclays Bank UK PLC

Decision detail

Summary

Mr C complained that Barclays' app layout caused him to inadvertently send an international payment in Euros instead of GBP, resulting in a loss when the beneficiary bank converted the funds. Mr C wanted Barclays to improve the app design to prevent similar errors. The ombudsman found that the app clearly displayed the currency selection option and exchange rate information, and that the discrepancy in funds received was due to the beneficiary bank's conversion, not Barclays' error. The ombudsman did not uphold the complaint, noting that Barclays sent the payment as instructed and that the FOS cannot require businesses to change their systems.

The Ombudsman's reasoning

The ombudsman found that Barclays' app clearly displayed the currency selection option and exchange rate information on the screen prior to transaction confirmation. While Mr C missed the currency option, the ombudsman was not persuaded the app failed to clearly display it. The ombudsman noted that Barclays was not responsible for the beneficiary bank's currency conversion or acceptance requirements, and that the security call was appropriately focused on fraud prevention rather than payment verification. The ombudsman also clarified that the FOS cannot require businesses to change their systems or processes.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website