A customer had given his credit card details to several merchants so that he could engage in online trading.  His efforts were unsuccessful and he lost most of his money.  The customer then complained to the bank saying that two of the merchants had not had his authority to charge his credit card.

The bank carried out an investigation of the customer’s complaints.  One merchant produced a written authority signed by the customer to authorise the credit card payments and the other merchant produced a screen shot showing that the customer had accessed and used the account on several occasions.  The Ombudsman found that in both cases the bank had correctly investigated the matter and that both merchants were entitled to the charges that they had made.  The customer’s complaint to the Ombudsman was therefore rejected.

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Alan Knowsley