Santander UK Plc
Financial Ombudsman decision DRN-5624948 Not upheld
Not upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Thu Sep 18deadline 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
Miss M complains that Santander UK Plc won’t refund payments she made as a result of a scam.APP scam refund refused
Santander largely didn’t uphold her complaint. It explained the payments weren’t covered by the Contingent Reimbursement Model as they were made by card.Complaint handling
Rules cited
Consumer Credit Act 1974, 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-5624948.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.