Santander UK Plc
Financial Ombudsman decision DRN5016786 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Mon Nov 16deadline 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 C complains that Santander UK Plc (“Santander”) won’t refund £12,499 that a fraudster withdrew from her account.APP scam refund refused
Santander’s service could have been better. Ms C says she was told the staff member could still see the money in her account. So she was given the impression it could be recovered.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5016786.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.