Money Transfer (between accounts/between banks/3rd Decision Reference 2022-0166

• Case Outcome: Partially upheld
• Subject Matter: Money Transfer (between accounts/between banks/3rd
• Reference: 2022-0166
• Date: 16 May 2022
• Finantial Sector: Banking
• Conducts Complained Of: Failure to process instructions in a timely manner,Delayed or inadequate communication, Dissatisfaction with customer service

Decision Ref:

2022-0166

Sector:

Banking

Product / Service:

Money Transfer (between accounts/between

banks/3rd

Conduct(s) complained of:

Failure to process instructions in a timely manner

Delayed or inadequate communication

Dissatisfaction with customer service

Outcome:

Partially upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns the Complainant’s bank account held with the Provider.

The Complainant’s Case

The Complainant submits that on 29 May 2020, he transferred €9,100 to a foreign bank

account and that on 8 June 2020 he requested the Provider to recall the funds.

The Complainant submits that he has been in contact with the Provider on several occasions

to have the funds recalled and placed back into his account and he submits that the Provider

made many errors in its attempts to recall the funds.

The Complainant asserts that he requested the Provider to supply him with proof of transfer

pertaining to the funds in question, and that the Provider responded by supplying him with

only one line of the bank transfer as proof of payment which he contends is not sufficient

information. The Complainant states that this one line is not proof that the transfer took

place and that the Provider should be able to send him details of the bank transfer within a

full A4 document and not one line. The Complainant contends that the Provider’s lack of

proof pertaining to the bank transfer, is evidence that the transfer of funds never occurred