Clydesdale Bank Plc
Financial Ombudsman decision DRN-6188847 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£4,998redress stated in the decision
Mon Mar 30deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mrs M complaints that Clydesdale Bank Plc trading as Virgin Money has declined to refund disputed transactions that were made from her account when she fell victim to a scam.APP scam refund refused
Mrs M, via her representative, said in view of Mrs M’s age and vulnerabilities, as well as the values of the disputed transactions, Virgin Money acted unreasonably by not blocking Mrs M’s card when the £16,840.00 transaction was processed in the second jewellery store.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6188847.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.