17-23 March 2025
Barry was dissatisfied with his bank's response to unauthorised transactions on his account
Barry contacted his bank regarding unauthorised transactions on his account.
Barry waited three weeks for the bank to send out a fraud declaration form despite inquiring about it on several occasions. Barry's position was that the bank was unprofessional and showed no compassion throughout the process.
Barry lodged a complaint with his bank. The bank completed an investigation and wrote to him apologising for the delay in issuing the fraud declaration form and explained that the issue was out of its control as the form was issued via the postal service.
Barry explained that the bank delayed and frustrated him throughout its investigation process into the unauthorised transactions.
As a result, Barry decided to make a complaint to the FSPO. The complaint was not resolved in mediation and the FSPO commenced a formal investigation of the complaint.
The FSPO issued a Summary of Complaint to the bank, seeking information in relation to its compliance with certain regulations of the European Union (Payment Services) Regulations 2018. Specifically, its obligations when dealing with unauthorised transactions on a customer's accounts. Upon receipt of the Summary of Complaint, the bank acknowledged its shortcomings in its customer service and offered Barry €1,500 in full and final settlement of his complaint.
Barry accepted the bank's offer and the complaint was resolved on that basis.