Metro Bank PLC

Financial Ombudsman decision DRN-3814069 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Thu Dec 22deadline 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

Miss B complains that Metro Bank PLC won’t refund money she lost after she fell victim to an authorised push payment (“APP”) scam.APP scam refund refused

In summary he thought Miss B’s circumstances at the time, meant she should be considered as a vulnerable customer under the CRM code.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-3814069.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.