Santander UK Plc
Financial Ombudsman decision DRN-4716747 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Jul 04deadline 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 D complain that Santander UK Plc won’t refund the money they lost when Mrs D was the victim of a scam.APP scam refund refused
They felt that Santander should do the same as the other bank, particularly given that Mrs D was in a vulnerable position at the time of the scam due to her mental healthSupport 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-4716747.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.