Not upheld: Card / payment disputes complaint against TSB Bank plc

Decision detail

Summary

Miss X purchased beauty products online using her TSB debit card but reported non-receipt of the package. TSB initiated a chargeback enquiry and provided a temporary refund, but declined the claim after the retailer provided courier delivery records showing the package was handed to someone inside Miss X's flat. Miss X subsequently provided photographs of her front door and GPS data to support her complaint, arguing TSB should have scrutinised the evidence more thoroughly. The ombudsman found that the courier's delivery evidence was persuasive and that Miss X's photographic evidence did not materially contradict it, concluding that TSB had handled the chargeback claim fairly and reasonably.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities standard to assess what most likely happened. The courier's delivery image showing packages handed to a person inside a flat, combined with the courier's records and the lack of evidence of neighbour delivery, supported TSB's conclusion that the package was delivered. Miss X's subsequent photograph of her front door, while showing different angles and details, did not materially contradict the courier's image regarding the property itself. The ombudsman found TSB's evidence more persuasive and concluded that TSB acted fairly in declining the chargeback claim and reversing the temporary refund after providing proper notice.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website