When we look at complaints about payment credited to the wrong account or released to the wrong person, we consider things like how the payment went wrong – and whether any terms and conditions were applied fairly.
If something's gone wrong, we'll consider whether someone's lost out as a result – and what the business needs to do to put things right. This might mean refunding a charge, or paying compensation.
There's more information about our approach to these kinds of problems on our website.
And if you've got any other questions get in touch.