Metro Bank PLC

Financial Ombudsman decision DRN-2919421 Upheld

Upheldoutcome, as published by the Ombudsman

£350redress stated in the decision

Tue Sep 07deadline 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

Miss C is unhappy that Metro Bank PLC won’t refund her after she lost money to a purchase scam.APP scam refund refused

Miss C has also complained about the level of service she received when raising a claim – that she was put through to the wrong fraud department on several occasions and was unhappy with the time it took for Metro Bank to investigate.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-2919421.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.