Santander UK Plc
Financial Ombudsman decision DRN-6321351 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
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, Complaint handling
In the Ombudsman’s words
Ms K complains that Santander UK Plc won’t provide her with a refund when she lost money to a flight purchase scam.APP scam refund refused
Santander miscategorised her claim and delayed processing her refund claim.Complaint handling
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-6321351.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.