Not upheld: blocked payments / transaction processing complaint against THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY

Decision detail

Summary

Mr G complained that RBS blocked payments he attempted to make to a third-party firm (D). RBS denied blocking any transactions and provided evidence supporting this position. An Investigator found no evidence of RBS fault. The ombudsman upheld the Investigator's decision, finding RBS's evidence persuasive and identifying a payment facilitator as a potential alternative source of the problem. The complaint was not upheld against RBS.

The Ombudsman's reasoning

The ombudsman found that RBS provided persuasive evidence demonstrating no blocks, system errors, or declined transactions on Mr G's account. Without evidence of a failing by RBS, it would be unfair to uphold the complaint. The ombudsman noted that a payment facilitator was involved and suggested Mr G investigate that party, but made no finding on their responsibility.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website