Santander UK Plc
Financial Ombudsman decision DRN-4179091 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jul 11deadline 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 and Mrs M complain about Santander UK Plc. They say that Santander didn’t do enough to protect Mr M from becoming a victim of a scam and would like Santander to pay back the money that has been lost.APP scam refund refused
I should say before I do, that I consider Mr M to be a vulnerable individual – Santander is aware of this but says that it did not know until after the scam had already occurred, in March 2021.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4179091.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.