Halifax Limited

Financial Ombudsman decision DRN-5330626 Not upheld

Not upheldoutcome, as published by the Ombudsman

£5,820redress stated in the decision

Tue Sep 23deadline 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 S complains that Royal Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds she lost when she fell victim to a scam.APP scam refund refused

She was vulnerable at the time of the scam. Ms S’s representative referred to the part of the CRM Code that covers vulnerability and to FCA guidance on vulnerable customers.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-5330626.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.