Bank of Scotland Plc

Financial Ombudsman decision DRN-3168312 Not upheld

Not upheldoutcome, as published by the Ombudsman

£7,000redress stated in the decision

Thu Feb 17deadline 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, Service failure

In the Ombudsman’s words

Mr M complains that Bank of Scotland trading as Halifax (Halifax) won’t refund £5,750 he lost when he was the victim of a scam.APP scam refund refused

I consider Mr M was put under additional stress and was inconvenienced by having to make numerous calls and attend a Halifax branch at a time that was already difficult for him. It should not have taken him hours to report the scam.Service failure

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3168312.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.