Santander UK Plc
Financial Ombudsman decision DRN-5848549 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Nov 10deadline 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
Mrs H complains Santander UK Plc (“Santander”) hasn’t refunded money she says she lost as the result of a scam.APP scam refund refused
Santander said it made a service error and offered compensation which I’ve seen has been paid. It said the travel agent supplied evidence which didn’t relate to the booking Mrs H made, it said it would reopen the dispute and requested the information from the travel agent again, apologised and offered £150 compensation.Complaint handling
Rules cited
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-5848549.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.