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

Decision detail

Summary

Miss S purchased items using her TSB debit card that arrived damaged with missing contents. She raised two chargeback claims totalling £254.00 with TSB. TSB upheld both chargebacks and refunded the amounts towards the end of November 2025. Miss S subsequently raised additional complaint points regarding account administration and credit reporting during the FOS investigation. The ombudsman found no fault with TSB's handling of the chargebacks and declined to consider the new issues, which must first be raised with TSB directly.

The Ombudsman's reasoning

The ombudsman noted that TSB, as a debit card provider, could raise chargeback claims where there are reasonable grounds for success, which is good practice. TSB upheld and refunded both chargebacks without undue delay. The ombudsman clarified that only complaint points raised with TSB and referred to FOS on 20 November 2025 could be considered; new issues raised during investigation would need to be raised with TSB first before FOS could consider them.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website