PayPal UK Ltd

Financial Ombudsman decision DRN-5807961 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Nov 28deadline 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

Complaint handling, Support for vulnerable customers

In the Ombudsman’s words

Mr C said he wasn’t sent a final response withing eight weeks and this is a breach of DISPComplaint handling

I’m very sympathetic to Mr C’s problem with compulsive spending and agree PayPal should have treated him as a vulnerable consumer.Support for vulnerable customers

Rules cited

FCA DISP (Dispute Resolution)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5807961.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.