Money Transfer (between accounts/between banks/3rd Decision Reference 2022-0295

• Case Outcome: Rejected
• Subject Matter: Money Transfer (between accounts/between banks/3rd
• Reference: 2022-0295
• Date: 29 August 2022
• Finantial Sector: Banking
• Conducts Complained Of: Disputed transactions,Handling of fraudulent transactions

Decision Ref:

2022-0295

Sector:

Banking

Product / Service:

Money Transfer (between accounts/between

banks/3rd

Conduct(s) complained of:

Disputed transactions

Handling of fraudulent transactions

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

In November 2017, the Complainants were in the process of completing the purchase of

their first house. They were required to pay the balance of the amount due to complete the

purchase, into their solicitor’s client account, to enable the solicitor to complete the

purchase on their behalf.

The respondent Provider to this complaint is the recipient bank, providing the account into

which the Complainants’ funds were transferred, consequent on their transaction in

November 2017.

The Complainants’ Case

In their complaint form and submissions, the Complainants explain that they received an

email, which they understood to be from their solicitor, and which gave them instructions

regarding the account into which they should transfer the monies due to complete the

house purchase.

They explain that they went to the branch of the First Complainant’s bank (which is not the

respondent Provider to this complaint) where he held his current account and, on

Thursday 17 November 2016, he completed a SEPA transfer form in favour of the account

identified by IBAN in the email that they understood had come from their solicitor. The