Not upheld: disputed ATM withdrawal transaction complaint against National Westminster Bank Public Limited Company (NatWest)

Decision detail

Summary

Mrs A, a sole trader, complained that NatWest debited £500 from her business account for two ATM withdrawals of £250 each that she claimed she did not receive. NatWest rejected the complaint, concluding the funds had been dispensed. The ombudsman reviewed technical evidence from the ATM provider, which showed that notes were removed from the ATM after dispensing, the ATM's cash holdings decreased correctly, and no discrepancies were found on balancing. The ombudsman found that on the balance of probabilities, the technical evidence proved the cash was successfully dispensed and upheld NatWest's position. The complaint was not upheld and no refund was ordered.

The Ombudsman's reasoning

Under the Payment Services Regulations 2017, section 75, it is for the payment service provider (NatWest) to prove that payment transactions were authenticated, accurately recorded, and correctly executed. The technical evidence from the ATM provider demonstrates that the cash was dispensed: notes were removed from the ATM immediately after dispensing, the ATM's cash holdings decreased by the correct amount, the purge bin showed no change (indicating no cash jam or mechanical failure), and the ATM balanced correctly with no discrepancies. The third declined transaction at 5.25pm, confirmed by both text message and technical records, shows Mrs A's account of events is partially accurate but does not undermine the evidence that the two earlier transactions were successful. On the balance of probabilities, the technical evidence strongly supports that the cash was properly dispensed.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website