They said this… · Banking & payments

“The bank followed its own policy, so the Financial Ombudsman cannot disagree”

Generally incorrect

An internal policy does not bind FOS to find the outcome fair and reasonable.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • FOS considers the individual complaint within its jurisdiction and applicable law, rules, codes and good practice.
  • Following a policy can be relevant evidence but is not necessarily decisive.
  • The consumer should focus on why the outcome was unfair/wrong on the facts.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Card statement and transaction record
  • Underlying contract/order and evidence of breach or misrepresentation
  • Correspondence with the supplier
  • Bank decision and the scheme or legal basis it says it applied

If they still refuse

Move the dispute forward.

  1. Ask the bank to identify whether it assessed Section 75, chargeback or another route.
  2. Keep the underlying merchant evidence: the bank cannot sensibly assess the derivative dispute without it.
  3. Escalate eligible complaints to FOS after the firm’s complaint process.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Section 75Read the full guide.ChargebackRead the full guide.Banking & PaymentsRead the full guide.