Clydesdale Bank Plc
Financial Ombudsman decision DRN-5565341 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Fri Sep 26deadline 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
Mr I complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund money he’s lost in a scam.APP scam refund refused
Mr I raised concerns about the lack of communication he received during the investigation, the length of time it took and the limited information shared with him at the end of the investigation.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5565341.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.