Starling Bank Limited

Financial Ombudsman decision DRN-5222322 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed Sep 10deadline 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

Mr and Mrs H complain Starling Bank Limited (“Starling Bank”) didn’t do enough to protect them when they fell victim to a scam.APP scam refund refused

Mr and Mrs H complained to Starling Bank and their disputed transaction claim wasn’t upheld but Starling Bank offered £50 because it didn’t call them when they’d asked it to.Complaint handling

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-5222322.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.