Capital One (Europe) plc

Financial Ombudsman decision DRN-4277709 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jan 17deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Card dispute or chargeback, Complaint handling

In the Ombudsman’s words

Mrs H complains Capital One (Europe) plc hasn’t dealt fairly with a dispute over payments made on her credit card account for the purchase of rare vinyl records.Card dispute or chargeback

Finally, our investigator considered the level of customer service provided by Capital One in connection with Mrs H’s claim. He concluded it could have been better but ultimately that the underlying cause of the impact on Mrs H was the scammer’s actions.Complaint handling

Rules cited

Consumer Credit Act 1974

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4277709.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.