Money Transfer (between accounts/between banks/3rd Decision Reference 2026-0045

• Case Outcome: Rejected
• Year: 2026
• Reference: 2026-0045
• Date: 18 March 2026
• Subject Matter: Money Transfer (between accounts/between banks/3rd
• Finantial Sector: Banking
• Conducts Complained Of: Failure to provide adequate security measures,Complaint handling (Consumer Protection Code)

Decision Ref:

2026-0045

Sector:

Banking

Product / Service:

Money Transfer (between accounts/between

banks/3rd

Conduct(s) complained of:

Failure to provide adequate security measures

Complaint handling (Consumer Protection Code)

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

Background

This complaint is about payments made by the Complainant to an apparently fraudulent

company.

The Complainant’s Case

This complaint relates to a disputed money transfer (the “Transaction”) from the

Complainant's account held with a credit union (the “Provider”). The Complainant submits

that, in 2019, he wished to purchase a motor home in the UK. In the Complainant's

submission of 23 March 2021, there are a number of emails exchanged between him and a

company which sold motor homes (“Company A”).

In an email dated 11 October 2019, the Complainant expressed interest in a particular

model. On 15 October 2019, Company A informed him that it “can deliver the motorhome

directly to [the Complainant's] address in [a certain EU country] for only £510.” The