Santander UK Plc
Financial Ombudsman decision DRN-3519414 Upheld
Upheldoutcome, as published by the Ombudsman
£1,995redress stated in the decision
Tue Aug 23deadline 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, Support for vulnerable customers
In the Ombudsman’s words
unable to access his current account with Santander UK Plc, trading as Cahoot, due to technical issues with the Cahoot websiteIdentity checks and access
Our investigator didn’t believe that Santander had done enough to resolve the matter, nor had it done enough to identify Mr M as a vulnerable consumer, despite the fact he had clearly informed Santander about his health issues at a very early stage of the complaint process.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3519414.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.