Not upheld: disputed ATM transaction - failed cash withdrawal complaint against NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY

Decision detail

Summary

Mrs A complained that NatWest refused to refund £240 after an ATM failed to dispense cash on 13 April 2026, despite the amount being debited from her account. NatWest investigated by obtaining technical information from the ATM owner, which indicated the withdrawal was processed successfully with no errors. The ombudsman reviewed the technical evidence, including transaction logs and ATM reconciliation records, and found it demonstrated the transaction was completed successfully. The ombudsman upheld NatWest's decision not to refund the £240, finding the available evidence sufficient to show the withdrawal was authenticated and accurately recorded.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities test to resolve the dispute between Mrs A's account and the technical evidence. The technical records from the ATM owner clearly indicated the £240 withdrawal was successful with no error messages or malfunctions recorded. The absence of notes in the purge bin the following day contradicted Mrs A's claim that the money was retracted. The ombudsman found NatWest acted reasonably in relying on the ATM owner's technical evidence and was entitled to hold Mrs A liable for the transaction.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website