Banks need to do more to treat people fairly when they are the victim of scams, according to the UK financial sector’s official complaints body, which is finding in the customer’s favour in three-quarters of such cases.
The Financial Ombudsman Service said the number of people asking it for help with fraud and scam problems was up 66% in the period 1 April to 30 June, compared with the same three months in 2020.
Over that period 60% of fraud and scam complaints were upheld in favour of the consumer, compared with 50% the previous year.
However, when it came to complaints about banks and other firms refusing to refund money that people had lost through scams such as authorised push payment fraud – which often involves email accounts being hacked – the ombudsman upheld three-quarters in customers’ favour.
A spokesperson said these figures “suggest that banks and other financial institutions still need to do more to resolve complaints from their…