Bank of Scotland Plc

Financial Ombudsman decision DRN-3775026 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Mar 24deadline 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, Card dispute or chargeback

In the Ombudsman’s words

Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam.APP scam refund refused

Halifax explained it had blocked a payment on 13 July 2021 and Mr C confirmed it was genuine, so it removed the block. It said it couldn’t provide a refund as Mr C had willingly made the transactions. And it said the Contingent Reimbursement Model (CRM) Code didn’t apply it doesn't cover debit card payments.Card dispute or chargeback

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3775026.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.