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Santander UK Plc

Financial Ombudsman decision DRN-3049225 Upheld

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

Treatment in financial difficulty, Charges and fees

In the Ombudsman’s words

So I think that by August 2019 Santander should have treated Mr G with forbearance and found out more about his ability to pay rather than adding even more interest, fees and charges to his account.Treatment in financial difficulty

Santander will be familiar with all the rules, regulations and good industry practice we consider when looking at whether a bank treated a customer fairly and reasonably when applying charges to an account.Charges and fees

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3049225.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.