PayPal UK Ltd

Financial Ombudsman decision DRN-4604208 Upheld

Upheldoutcome, as published by the Ombudsman

£1,000redress stated in the decision

Fri Nov 29deadline 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I acknowledge that the impact on Mr R was greater than it otherwise would’ve been given that he was clearly vulnerable due to suffering from health conditions.Support for vulnerable customers

I think it ought to have been clear to PayPal that Mr R was using his account in a way that was likely causing harm to him and therefore I think that PayPal should’ve intervened in some wayService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4604208.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.