Santander UK Plc
Financial Ombudsman decision DRN-2589713 Upheld
Upheldoutcome, as published by the Ombudsman
£600redress stated in the decision
Tue Jun 22deadline 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
In the Ombudsman’s words
Santander should have offered Mr S alternative ways of authenticating himself that didn’t rely on a mobile phone.Service failure
Rules cited
Equality Act 2010, Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2589713.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.