Santander UK Plc
Financial Ombudsman decision DRN-2687257 Not upheld
Not upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Mon Jun 21deadline 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
Mortgage administration, Complaint handling
In the Ombudsman’s words
Miss H and Mr M have a joint mortgage with Santander. In 2019, Miss H spoke to Santander and asked if the mortgage could be transferred into her sole name.Mortgage administration
Santander had an obligation to communicate in a way that was clear, fair and not misleading. It was the expert here and it ought to have done more to understand what Miss H was trying to find out. And it should have explained its policy more clearly.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2687257.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.