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Kroo Bank Ltd
Financial Ombudsman decision DRN-5896874 Not upheld
Not upheldoutcome, as published by the Ombudsman
£7,500redress stated in the decision
Thu Nov 27deadline 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 I complains that Kroo Bank Ltd decided not to refund him the money he lost through a scam.APP scam refund refused
he has difficulties with his mental health and considers that he was vulnerable at the time of the scam.Support for vulnerable customers
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-5896874.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.