Santander UK Plc
Financial Ombudsman decision DRN-6317561 Upheld
Upheldoutcome, as published by the Ombudsman
£410redress stated in the decision
Fri Apr 24deadline 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 B complains about the way Santander UK Plc treated her when she fell victim to a scam and made a claim for her financial loss.APP scam refund refused
I further considered Mrs B’s vulnerability and her comments about her condition, strong medication, lack of sleep and text comment (to the scammer) about her feeling unwell and seeing a GP (on the day in question), together with her being on her own.Support for vulnerable customers
Rules cited
FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6317561.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.