Barclays Bank UK PLC

Financial Ombudsman decision DRN-4108584 Upheld

Upheldoutcome, as published by the Ombudsman

£2,258redress stated in the decision

Fri Aug 18deadline 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, Complaint handling

In the Ombudsman’s words

Mr B is unhappy that he only received a partial refund from his bank – Barclays Bank UK PLC – after he was the victim of an authorised push payment (APP) scam.APP scam refund refused

I'm recommending £300 in compensation for the distress and inconvenience caused by the poor complaint handling and lack of clarity about how it explained its outcome of this complaint to Mr BComplaint handling

Rules cited

CRM Code (APP scam reimbursement)

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4108584.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.