Bank of Scotland Plc

Financial Ombudsman decision DRN-2824770 Upheld

Upheldoutcome, as published by the Ombudsman

£250redress stated in the decision

Thu Oct 14deadline 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, Complaint handling

In the Ombudsman’s words

Mrs Z complains that Bank of Scotland plc trading as Halifax didn’t treat her fairly after she fell victim to a scam.APP scam refund refused

The issue outstanding, and which I must decide here, is what would be a fair award for the distress and inconvenience Mrs Z suffered as a result of Halifax’s handling of the matter when it looked into her scam report.Complaint handling

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2824770.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.