TSB Bank plc · DRN-6128590

The complaint Ms G complains TSB Bank plc won’t refund an Automated Teller Machine (“ATM”) withdrawal which debited her account even though she says she didn’t receive the cash. What happened Ms G made a cash withdrawal on 17 July 2025. She said she requested £10, but the cash was not dispensed and TSB debited £500 from her account. So, she complained. TSB responded to say it had received information to show the money was dispensed correctly, so it wouldn’t be refunding the disputed cash withdrawal. Ms G remained unhappy, so she referred her complaint to our service. An Investigator considered the circumstances. He said, in summary, he didn’t think TSB had unfairly refused to refund the cash withdrawal. Ms G didn’t accept the Investigator’s findings. She said she wanted the CCTV reviewed which would show the cash wasn’t dispensed and just because the logs showed the money was dispensed, doesn’t mean she received it. As Ms G didn’t agree, the complaint’s been passed to me to decide. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. The Payment Services Regulations 2017, section 75 says: (1) Where a payment service user— (a) denies having authorised an executed payment transaction; or (b) claims that a payment transaction has not been correctly executed, it is for the payment service provider to prove that the payment transaction was authenticated, accurately recorded, entered in the payment service provider's accounts and not affected by a technical breakdown or some other deficiency in the service provided by the payment service provider. So, in the circumstances of Ms G’s complaint, it’s for TSB to show the cash withdrawal was completed correctly. Ms G made her withdrawal on 17 July 2025. Ms G says she only requested £10. But, in the online chat with TSB on 18 July 2025 Ms G told TSB she requested £500. TSB has provided the electronic records from the ATM in question, showing Ms G’s transaction taking place. This shows the requested amount was £500. And that the cash was

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dispensed correctly. If the £500 cash had not been dispensed correctly, I would expect a corresponding discrepancy in this record and there isn’t one. And I find it more likely than not that Ms G requested £500, given that the records show this was the requested amount. The ATM owner also confirmed that when the machine was balanced later there was a surplus of £200. But, as Ms G says she didn’t receive £500 and there’s no other evidence of an error, it seems unlikely this surplus was related to Ms G’s transaction. Ms G says the person who used the ATM before her said he’d had problems with the machine as well. But the transaction before Ms G’s took place five minutes before hers. I find it unlikely someone would still be waiting at the machine five minutes later. Ms G also says she went into the branch after the transaction failed to use the inside machine. But the evidence also shows Ms G’s card being used to request £20 within a minute of the £500 withdrawal, though this wasn’t successful. I’m satisfied this attempt was made at the same machine as the £500 transaction. A different customer used the same machine 11 minutes after Ms G. This transaction also took place seemingly with no issues. Ms G says the evidence doesn’t show she received the money. But TSB isn’t required to show she received it, just that it was correctly dispensed. Ms G says she wanted the CCTV reviewed. I’m not aware that any CCTV is available, nor would I expect TSB to obtain this as part of its investigation in these circumstances. So, I don’t think TSB made a mistake by not doing so as there was other evidence it was able to obtain via the appropriate process. Overall, I’m satisfied TSB has followed the correct process in relation to the ATM withdrawal and provided appropriate evidence to show the money was properly dispensed. That’s not to say Ms G hasn’t lost out, just that in the circumstances I don’t think TSB needs to refund her. My final decision For the reasons I’ve explained, I don’t uphold this complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms G to accept or reject my decision before 22 April 2026. Eleanor Rippengale Ombudsman

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