Metro Bank PLC

Financial Ombudsman decision DRN-4813087 Not upheld

Not upheldoutcome, as published by the Ombudsman

£30,000redress stated in the decision

Tue Feb 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

Ms R complains that Metro Bank PLC did not refund the £40,000 she says she lost to a scam.APP scam refund refused

Ms R’s representatives have also highlighted that she was vulnerable at the time of the payments, due to her father’s ongoing mental health issues as well as financial strains.Support for vulnerable customers

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-4813087.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.