PayPal UK Ltd

Financial Ombudsman decision DRN-5196991 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£300redress stated in the decision

Fri Apr 11deadline 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

In the Ombudsman’s words

I think it’s fair to say that there is also an understanding that vulnerable consumers may not be able to do this at the height of their vulnerability. I think it is reasonable to say that PayPal also has a responsibility to react if there are clear signs that its customers are vulnerable.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5196991.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.