Santander UK Plc
Financial Ombudsman decision DRN-5738762 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Wed Aug 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, Complaint handling
In the Ombudsman’s words
Miss W complains that Santander UK Plc won’t refund her money she lost when she fell victim to an impersonation scam.APP scam refund refused
Also, about the poor level of service she received when she contacted them about the scam.Complaint handling
Rules cited
CRM Code (APP scam reimbursement), FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5738762.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.