Santander UK Plc
Financial Ombudsman decision DRN-4673933 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Apr 16deadline 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, Unauthorised transaction
In the Ombudsman’s words
Mr N complains that Santander UK Plc (Santander) won’t refund all of the money he lost when he fell victim to a safe account scam.APP scam refund refused
I’ve started by considering whether the payments should be considered authorised as under the relevant regulations – the Payment Services Regulations 2017 (PSRs) – Mr N would generally be liable for payments he authorises, whereas Santander would generally be liable for unauthorised payments.Unauthorised transaction
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4673933.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.