Santander UK Plc
Financial Ombudsman decision DRN-4544691 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£1,956redress stated in the decision
Mon Feb 05deadline 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
Mrs A complains that Santander UK Plc (“Santander”) won’t refund £5,834.40 she lost to a scamAPP scam refund refused
She also said it had also mishandled her fraud claim and provided poor service.Complaint handling
Rules cited
CRM Code (APP scam reimbursement), FCA DISP (Dispute Resolution), PSR APP reimbursement requirement, FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4544691.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.