Not upheld: disputed ATM withdrawal and re-debit of funds complaint against TSB Bank PLC

Decision detail

Summary

Mr and Mrs D complained that TSB refused to refund £250 after Mr D claimed an ATM only dispensed £20 of a £270 withdrawal on 21 March 2025. TSB initially refunded the amount but later re-debited it. The ombudsman reviewed ATM Journal Roll records, balancing certificates, and operational data which all showed the machine dispensed the full £270 correctly with no errors. The balancing report showed only a £10 discrepancy, not £250, and other transactions processed successfully around the time of Mr D's withdrawal. TSB also provided email notice before re-debiting. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman applied the standard that TSB must provide evidence to show it was entitled to debit the account, including ATM Journal Roll, purge bin records, and balancing information. The ATM Journal Roll clearly showed £270 was dispensed at the time of Mr D's withdrawal, with no error recorded. The balancing report showed only a £10 discrepancy, not £250, which would have been recorded if the full amount had not been dispensed. Successful transactions immediately before and after Mr D's withdrawal, combined with no other complaints or machine faults that day, made it more likely the machine operated correctly. TSB also provided notice before re-debiting via email.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website