Which? comments as customers report four-year waits to have some financial complaints dealt with by ombudsman

Jenny Ross, Which? Money Editor, said:

“It is shocking that some victims of financially and emotionally devastating crimes like bank transfer fraud have been left in limbo for years. It is vital that the ombudsman makes good on this pledge to clear the backlog of cases quickly and fairly.

“The huge rise in push payment scam complaints suggests victims are still facing a lottery when it comes to getting their money back, highlighting why urgent action is needed to make sure banks treat victims fairly in the first place.

“The government must make good on its commitment to legislate to make reimbursement mandatory in a way that ensures victims get fair and consistent treatment. The regulator must also ensure it is ready to act the moment that legislation is passed.”

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