Bank of Scotland Plc

Financial Ombudsman decision DRN-5408612 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Mon Oct 06deadline 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 O complains that Bank of Scotland plc trading as Halifax failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) romance and investment scam.APP scam refund refused

In summary, Ms O, due to her vulnerable situation, was manipulated by an individual (the scammer) she believed she was in a relationship with.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-5408612.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.