Santander UK Plc
Financial Ombudsman decision DRN-3255177 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Fri Feb 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
Complaint handling, Service failure
In the Ombudsman’s words
Ms D says she didn’t receive this letter and has provided an email to show she chased for it on 18 October.Complaint handling
Santander’s customer service was poor. She says the Santander staff she spoke to over the phone didn’t seem to understand the situation.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3255177.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.