Current Account Decision Reference 2022-0293

• Case Outcome: Rejected
• Subject Matter: Current Account
• Reference: 2022-0293
• Date: 29 August 2022
• Finantial Sector: Banking
• Conducts Complained Of: Handling of fraudulent transactions,Disputed transactions, Failure to provide adequate security measures, Fees & charges applied , Unauthorised withdrawals

Decision Ref:

2022-0293

Sector:

Banking

Product / Service:

Current Account

Conduct(s) complained of:

Handling of fraudulent transactions

Disputed transactions

Fees & charges applied

Failure to provide adequate security measures

Unauthorised withdrawals

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns the level of co-operation and assistance made available by the

Provider in the Complainant’s attempts to retrieve funds from a fraudulent third-party.

The Complainant’s Case

The Complainant holds a bank account with the Provider. On 30 January 2019, the

Complainant made two transactions, totalling €549 (five hundred and forty-nine Euro) to a

third-party. The Complainant notes that the third-party’s recipient account was also held

with the Provider.

The Complainant made these transactions for the purpose of obtaining a financial service

from the third-party. He submits that he later realised that the third-party was acting

fraudulently, and that he would not receive the financial service. The Complainant sought

to retrieve these funds from the third-party, and states that the Provider is aware of the

third-party account holder but refused to co-operate with the Complainant.

In response to the Provider’s submissions to this Office, the Complainant states that the

Provider’s references to its unsuccessful attempts to retrieve his funds were “very brief and

Glib (sic)”. The Complainant requested that the Provider elaborate on the form of its

attempts to retrieve the funds, the steps taken, and why the attempts were unsuccessful.

The Provider did not make further submissions in response to this request.