Not upheld: Fraud reimbursement (APP scams) complaint against Clydesdale Bank Plc trading as Virgin Money

Decision detail

Summary

Mr K complained that Virgin Money refused to refund money he claimed he lost to a scam involving a fake task-based job. He had made several payments to an account in his own name, which were subsequently transferred elsewhere. Virgin Money did not uphold his complaint, and the FOS investigator agreed. The ombudsman upheld this decision, finding that the payment values were not remarkable enough to trigger fraud checks and that Mr K had not provided sufficient evidence of an actual scam or loss, including no evidence that a scammer had requested the transactions.

The Ombudsman's reasoning

The ombudsman found that the individual payment values were not remarkable enough to trigger Virgin Money's payment checking process, and the payments going to an account in Mr K's name did not raise sufficient concern. Additionally, Mr K failed to provide sufficient evidence that a scam actually occurred or that he suffered a loss, as there was no evidence showing a scammer requested the transactions or where the funds ultimately ended up.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website