Review | 17 November 2016

Key Issues: 

Building Society | Savings account


The complaint is about five Visa debit card transactions that were conducted in Europe while the consumer was travelling there in 2015. The consumer says that the transactions were not authorised by him, and that he was the victim of card hacker or scammer. We found that the complaint was not made out because, on balance, the consumer appears to have contributed to his loss by performing the transactions himself, or by failing to protect his card and pass code. We also found that the FSP had acted with due care and skill when handling the consumer’s account over the period from 20 February 2015 to 2 March 2015. 

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 Review | 17 November 2016

This case was referred to the Ombudsman for a Determination.