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Santander UK Plc

Financial Ombudsman decision DRN-3217954 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

Complaint handling, Service failure

In the Ombudsman’s words

Mr F complains that Santander UK Plc have lost documents, delayed, and provided poor customer service when dealing with his application to refinance a loan.Complaint handling

Santander have told us that initially in September, Mr F was only asked to complete a budget planner to see if he was eligible to refinance, that he didn’t actually make the application until 7 October 2020 and the application process itself wasn’t completed until 22 October 2020.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3217954.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.