Not upheld: Card / payment disputes complaint against Metro Bank PLC

Decision detail

Summary

Mr N complained that Metro Bank unfairly restricted his account and failed to explain why. Mr N had presented documents claiming to be from US government agencies confirming a US$68,000,000 payment due to him in connection with a Russian gas company deal, and intended to make a US$4,840 payment to release the funds. Metro Bank's specialist team identified the documents as having hallmarks of a scam, and the bank invoked the police banking protocol. Despite police intervention and multiple communications from Metro Bank, Mr N rejected all advice and remained unwilling to engage with fraud prevention processes. The ombudsman found Metro Bank acted fairly and reasonably in protecting Mr N from potential scam victimization and did not uphold the complaint.

The Ombudsman's reasoning

Metro Bank has a duty of care to protect customers from fraud and scams. The terms and conditions explicitly permit account restrictions for customer protection. The documents presented had hallmarks of a known scam, and the intended transaction (US$4,840 payment to release US$68,000,000) was unusual and high-risk. Mr N was informed of the reasons for restriction through multiple communications and was offered alternative access to funds. His unwillingness to engage with protective measures justified the bank's continued caution.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website