Citibank Europe plc
Financial Ombudsman decision DRN-3268257 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£25,000redress stated in the decision
Fri Feb 18deadline 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
Mr C complains that Citibank Europe plc (“Citibank”) failed to refund money he lost as part of a scam.APP scam refund refused
I’m still of the opinion that Citibank could have provided better service after Mr C reported the fraud, so I will still be awarding £250 compensation in recognition of the distress and inconvenience caused by this.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3268257.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.