Santander UK Plc
Financial Ombudsman decision DRN-5819180 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Oct 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
Mr E complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam.APP scam refund refused
I’m not satisfied that they took into account his needs in sending him the disclaimer multiple times, when they were aware that Mr E struggled with written words.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5819180.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.