Santander UK Plc
Financial Ombudsman decision DRN-3614508 Not upheld
Not upheldoutcome, as published by the Ombudsman
£15,000redress stated in the decision
Thu Jul 13deadline 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
He says that Santander didn’t do enough to protect him when he became the victim of a scam – and that Santander should refund him the money he has lost as a result of the scam.APP scam refund refused
Was Mr R vulnerable? Mr R is represented in his complaint by a third party, who have said that Mr R was vulnerable due to his age and lack of technical knowledge and computer literacy.Support for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3614508.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.