Santander UK Plc
Financial Ombudsman decision DRN-5197463 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Jan 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
Under the CRM Code, the starting principle is that a firm should reimburse a customer who is the victim of an APP scamAPP scam refund refused
Mr G complains that Santander UK Plc did not do enough to protect him from financial harm, despite being aware of his vulnerabilities.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-5197463.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.