Santander UK Plc
Financial Ombudsman decision DRN-6013848 Upheld
Upheldoutcome, as published by the Ombudsman
£2,600redress stated in the decision
Fri Jan 09deadline 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 C complains that Santander UK Plc failed to protect him from a scam which resulted in him losing money.APP scam refund refused
given his age-related vulnerability, it ought to have put Santander on notice that he could potentially be at risk of financial harm.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-6013848.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.