Santander UK Plc
Financial Ombudsman decision DRN-4850717 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Sep 03deadline 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
Miss M complains that Santander UK Plc (“Santander”) won’t refund payments she didn’t make or otherwise authorise.APP scam refund refused
The bank has already accepted that its actions fell below expected standards when Miss M visited her branch and when she used phone banking.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4850717.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.