National Westminster Bank Plc

Financial Ombudsman decision DRN-3715696 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

£5,380redress stated in the decision

Fri Jan 06deadline 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

Mrs K complains that National Westminster Bank Plc won’t refund the money she lost when she was the victim of a scam.APP scam refund refused

Mrs K has said that her circumstances mean she should be considered as vulnerable and so, under the CRM code, she should be refunded all the money she lostSupport for vulnerable customers

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3715696.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.