Santander UK Plc
Financial Ombudsman decision DRN-3752148 Upheld
Upheldoutcome, as published by the Ombudsman
£25,000redress stated in the decision
Thu Jan 12deadline 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
In the Ombudsman’s words
Mrs R complains Santander UK Plc caused significant distress and inconvenience when it stopped her online shopping for no good reason, made worse by how it handled the issue.Complaint handling
Mrs R is elderly, has a disability and is hard of hearing.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3752148.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.