Santander UK Plc
Financial Ombudsman decision DRN-5833216 Upheld
Upheldoutcome, as published by the Ombudsman
£2,591redress stated in the decision
Fri Sep 19deadline 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 F complains that Santander UK Plc (Santander) won’t refund the money he lost when he fell victim to a job scam.APP scam refund refused
Mr F says that he was feeling vulnerable in 2023. He was suffering from anxiety and depression, and he feels this impaired his decision-making abilities and made him more susceptible to manipulation and pressure from scammers.Support for vulnerable customers
Rules cited
FCA Consumer Duty (PRIN 2A), 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-5833216.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.