TSB Bank plc

Financial Ombudsman decision DRN-1926266 Upheld

Upheldoutcome, as published by the Ombudsman

£150,000redress stated in the decision

Thu Mar 25deadline 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

Ms M is seeking to recover nearly £135,000 from TSB Bank plc, which was stolen from her as a result of a third-party scam.APP scam refund refused

I acknowledge that Ms M was vulnerable at the time because her long marriage had suddenly ended.Support for vulnerable customers

Rules cited

FCA DISP (Dispute Resolution), Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1926266.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.