Determination

Key issues: Building Society | Savings account

Summary of the complaint:



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. 

Summary of Determination:


  1. I find that the consumer’s claims, that five Visa debit card transactions that were conducted in Europe while the consumer was on holiday there in 2015 were not authorised by him, are not made out.

  2. This Determination affirms the position set out in our Review dated 17 November 2016 (the Review). I do not propose to restate that analysis but instead adopt it for the purposes of this Determination. A copy of the Review is attached.