Starling Bank Limited

Financial Ombudsman decision DRN-4047091 Partly upheld

Partly upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Nov 15deadline 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 P complains that Starling Bank Limited (“Starling”) will not refund the money she lost after falling victim to a romance scam.APP scam refund refused

He recommended that Starling refund the domestic payments (transaction one and transactions five to eleven) Mrs P made under the Contingent Reimbursement Model (CRM) Code. This is because he felt Mrs P was vulnerable when making the payments to the scammer.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-4047091.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.