Santander UK Plc
Financial Ombudsman decision DRN-3095804 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Jan 11deadline 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
Miss W complains Santander UK Plc hasn’t explained to her why she’s getting notifications about one-time passcodes being sent to her and what it’s done with her account.Identity checks and access
Santander’s initial written response to Miss W’s request for an explanation wasn’t great. I think that’s true of responses Miss W got over the phone too – she’s told me that she spoke to staff at Santander and they kept on telling her things that she knew weren’t true.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3095804.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.