Do you have an issue you need to put right? Which? is here to help get your consumer problems sorted.
My 17-year-old daughter was contacted by what she thought was her bank's fraud team.
They warned her of suspicious activity on her account and persuaded her to transfer money to the bank's 'holding account'.
Unfortunately, it turned out to be a sophisticated scam. Worse still, her bank - Santander - is still refusing to refund her. Does this not seem unfair?
Name and address supplied
Simon Dicey, Which? Money Helpline adviser, says:
Yes, we would have expected Santander to show more sympathy and to deal with your daughter as a potentially vulnerable customer.
The Financial Conduct Authority stated that one of the four factors that drive potential vulnerability is 'capability', i.e. having little knowledge of financial matters.
Signatories to the code are required to educate their customers about scams and refund losses if victims have done nothing wrong, or are vulnerable.
After speaking to the Which? Money Helpline, you took our advice and your daughter made a formal complaint to the bank.
The continued failure of banks to treat victims of bank transfer scams fairly - or follow their own voluntary code - has led the government to announce that . But until new rules are in place, fraud victims should be aware of their rights.
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