Metro Bank PLC

Financial Ombudsman decision DRN-4534094 Upheld

Upheldoutcome, as published by the Ombudsman

£1,925redress stated in the decision

Thu Apr 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

Mrs K complains that Metro Bank PLC did not refund a payment of £1,925 she lost to a scam.APP scam refund refused

This is because Mrs K is unable to read or write English, which is not her first language, and she requires assistance with her normal day-to-day banking needs.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-4534094.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.