Bank of Scotland Plc

Financial Ombudsman decision DRN-5730712 Not upheld

Not upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Wed Apr 01deadline 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

Mrs M complains that Bank of Scotland plc, trading as Halifax (“Halifax”), won’t refund her money, which she believes she has lost to a scam.APP scam refund refused

while I appreciate that Mrs M has explained that she was vulnerable at the time the payments were made, as I’m not satisfied that the payments were made as the result of an APP scam, I don’t think Halifax are at fault by failing to take into consideration any potential vulnerabilities when considering her request for reimbursement.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5730712.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.