Santander UK Plc
Financial Ombudsman decision DRN-5984590 Upheld
Upheldoutcome, as published by the Ombudsman
£150,436redress stated in the decision
Mon Apr 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
Mrs W complains that Santander UK Plc (Santander, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an Authorised Push Payment (APP) impersonation scam.APP scam refund refused
Our Investigator found Mrs W shouldn’t be held liable for her own losses due to the pressures posed by the scammer and her vulnerable circumstances of which Santander was aware.Support for vulnerable customers
Rules cited
FCA DISP (Dispute Resolution), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5984590.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.