Santander UK Plc
Financial Ombudsman decision DRN-3148470 Upheld
Upheldoutcome, as published by the Ombudsman
£950redress stated in the decision
Sat Nov 30deadline 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
Complaint handling, Support for vulnerable customers, Data and privacy, Service failure
In the Ombudsman’s words
Santander had failed to properly investigate Mr H’s complaint by not reviewing CCTV evidence of the incidents in branch.Complaint handling
Santander had acted unfairly by not sending Mr H letters in the large print he requires due to his visual impairment.Support for vulnerable customers
There was an avoidable delay in Santander dealing with Mr H’s DSARs.Data and privacy
Santander provided a poor service to Mr H by giving him conflicting information about which forms of ID he’d need to present in branch to order a replacement card.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3148470.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.