Santander UK Plc
Financial Ombudsman decision DRN-5739625 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Jan 14deadline 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
X complains that Santander UK Plc won’t refund the money they lost after falling victim to a scam.APP scam refund refused
Santander and the investigator failed to fully consider X’s vulnerability at the time of the scam.Support for vulnerable customers
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-5739625.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.