Santander UK Plc
Financial Ombudsman decision DRN-6124152 Upheld
Upheldoutcome, as published by the Ombudsman
£12,127redress stated in the decision
Tue Mar 03deadline 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
Mr and Mrs G complain that Santander UK Plc (Santander) won’t refund the money they lost to a recovery scam.APP scam refund refused
Mr and Mrs G also complained that Santander didn’t act promptly following the scam report, the caseworker assigned to them didn’t get in contact, they were treated disrespectfully, and their claim was dismissed.Complaint handling
Rules cited
PSR APP reimbursement requirement
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6124152.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.