Lack of urgency, information and advise when acting on genuine fraudulent activity. No action taken and lack of advice given at the time of notification, over £7000 fraudulently claimed and ALLOWED to be taken from account, even after informing them of false/fraudulent payments. We informed the bank on the sunday night within minutes of notification of fraudulent activity. Payments were still pending on the monday. We had to contact the fraud team OURSELVES again, 72 hours passed before any fraud team actioned our claims, by then it was too late. Therefor unable to claim money back from vendors. Formal complaint raised, police informed as well as the vendors,,,,, waiting out on complaint, if unhappy with outcome after 15 days then will have no choice but to involve the ombudsman.