Starling Bank Limited

Financial Ombudsman decision DRN-3836120 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Fri Feb 03deadline 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 is unhappy that Starling Bank Limited has decided not to refund her after she says she was the victim of a scam totalling £500.APP scam refund refused

I’ve also considered Mrs K’s comments about her wellbeing and mental state at the time and can see that the investigator has asked Mrs K to provide some additional information about this – to which Mrs K hasn’t responded.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-3836120.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.