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Financial Ombudsman decision DRN-5987459 Not upheld

Not upheldoutcome, as published by the Ombudsman

£25redress stated in the decision

Mon Apr 20deadline 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

declined to refund transactions that were made from his account when he fell victim to a scamAPP scam refund refused

remind Aqua of its obligations when it comes to treating situations of financial difficulties positively and sympatheticallySupport 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-5987459.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.