Santander UK Plc
Financial Ombudsman decision DRN-4746969 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£27,000redress stated in the decision
Tue May 13deadline 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 H complains that Santander UK Plc won’t refund money he lost when he was a victim of a scam.APP scam refund refused
I note Mr H has ADHD. Even if Santander wasn’t aware of that diagnosis at the time of the payments, I’m satisfied his condition did make him vulnerable in this instanceSupport for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4746969.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.