Bank of Scotland Plc

Financial Ombudsman decision DRN-3784732 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Feb 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, Support for vulnerable customers

In the Ombudsman’s words

Mr J complains that Bank of Scotland plc (Halifax) won’t fully refund the payment he made from his Halifax current account as a result of a safe account scam.APP scam refund refused

If Mr J met the criteria for vulnerability under the CRM code, I’d expect Halifax to refund him in full regardless of the exception it’s relied on.Support 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-3784732.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.