Bank of Scotland Plc

Financial Ombudsman decision DRN-4207247 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Jul 26deadline 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 and Mrs F complain that Bank of Scotland plc trading as Intelligent Finance will not refund the payment they made to a company who they now believe scammed them.APP scam refund refused

Intelligent Finance paid Mr and Mrs F £25 compensation to apologise for service failings – I understand there was a delay responding when they reported the scam.Complaint handling

Rules cited

Money Laundering Regulations 2017, Payment Services Regulations 2017

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4207247.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.