Not upheld: customer service, advice on card blocking, complaint handling delays complaint against THE CO-OPERATIVE BANK P.L.C

Decision detail

Summary

Ms S complained that Co-op's out of hours team gave incorrect advice on 10 October 2025 by telling her to block her debit card due to an unrecognised payment, leaving her without access to funds and forcing her to walk home for over two hours. She also complained about poor service during the complaint process, including a cold transfer between departments and a delayed final response letter. The ombudsman found the call handler's advice was reasonable given the information available and that Ms S was offered and understood alternative options. While acknowledging minor service failings in the complaint handling, the ombudsman upheld Co-op's offer of £75 compensation as fair and appropriate, declining to increase it.

The Ombudsman's reasoning

The ombudsman found that the call handler clearly explained Ms S's options and their limitations as an out of hours team. While the transaction later proved not to be fraudulent, the advice given on 10 October 2025 was reasonable based on the information available at that time. The ombudsman noted that Ms S made an informed choice to block the card immediately despite being offered alternatives. The ombudsman found the call handler was calm and professional, not rude or dismissive as Ms S claimed. While there were some service failings (cold transfer and late final response letter by five days), these were minor and the £75 compensation already offered was appropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website