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Co-operative Bank Financial Advisers Limited

Financial Ombudsman decision DRN-5102058 Not upheld

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

Mr and Mrs H complain that the Co-operative Bank Plc (“Co-op”) hasn’t refunded them the money they lost to an investment scam.APP scam refund refused

I recognise that Co-op took longer than it should’ve to complete its investigation into Mr and Mrs H’s complaint and that they weren’t kept as updated as they should have been.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-5102058.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.