Not upheld: Disputed ATM cash withdrawal - alleged failure to dispense funds complaint against Barclays Bank UK PLC

Decision detail

Summary

Mr N complained that Barclays refused to refund £500 he claimed failed to dispense from an ATM on 2 December 2025, despite the amount being debited from his account. Barclays investigated and found the transaction processed successfully with no ATM errors. The ombudsman applied the balance of probabilities test and found the money was likely dispensed, based on technical evidence showing no fault, the ATM's continued operation immediately after, and the absence of discrepancies in balancing reports. Although Mr N felt Barclays should have obtained CCTV footage, the ombudsman found this could not have conclusively proven the outcome. The complaint was not upheld and no refund was ordered.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities test to resolve the dispute between Mr N's recollection and Barclays' evidence. The technical data showed no ATM fault, the ATM was operational immediately after Mr N's withdrawal, and the significant amount (27 notes) would have been detected as a discrepancy in balancing reports. Mr N's subsequent failure to withdraw funds for the stated purpose (paying bills) despite described financial stress was inconsistent with his account. Although CCTV footage was not obtained, the ombudsman found it could not be said with certainty that it would have changed the outcome. Barclays' investigation and chargeback action were appropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website