Clydesdale Bank Plc
Financial Ombudsman decision DRN-4414579 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
—no sum stated
Fri Dec 01deadline 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
APP scam refund refused, Complaint handling
In the Ombudsman’s words
G, a limited company, complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to prevent it being the victim of an email invoice interception scam.APP scam refund refused
Virgin Money did accept that there was a delay in it reporting the scam to the recipient bank, and to remedy its error it returned to G what funds would’ve been available for recovery had it reported the scam on the day it ought to have.Complaint handling
Rules cited
CRM Code (APP scam reimbursement), UK GDPR / Data Protection Act 2018, Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4414579.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.