Not upheld: scam/fraud - failure to prevent and recover losses from authorised payments complaint against Bank of Scotland plc trading as Halifax

Decision detail

Summary

Ms K fell victim to a recruitment scam in April 2025, making payments totalling around £6,000 over several days after being offered a part-time job online. She received credits of around £600 from the scammers, making her believe the scheme was legitimate until realising the fraud after a final £3,000 payment. Halifax initially declined her claim for full reimbursement but subsequently offered a partial refund of 50% of the final transaction plus interest and £100 compensation. The ombudsman upheld Halifax's decision, finding that Ms K bore contributory responsibility for her losses due to insufficient due diligence, failure to recognise fraud indicators, and dishonesty with Halifax about payment purposes, despite acknowledging Halifax could have done more to prevent the final payment.

The Ombudsman's reasoning

The ombudsman agreed with the investigator that Halifax's partial refund offer was fair. While Halifax could have done more regarding the final £3,000 payment, Ms K bore contributory responsibility for her losses because: (1) there was enough about what she was being asked to do that should have alerted her to concerns, particularly making payments for a 'job'; (2) she failed to carry out sufficient due diligence about the company; and (3) she was not honest with Halifax about the payment purposes. The ombudsman noted Ms K was being coached by scammers and under pressure, which raised concerns about whether she would have heeded any warning from Halifax. Additionally, Ms K received credits of around £600 from the scam which Halifax did not deduct from its reimbursement, meaning she received more than recommended.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website