Santander UK Plc
Financial Ombudsman decision DRN-3783769 Not upheld
Not upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Fri Dec 09deadline 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
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
Ms L complains that Santander UK Plc made a payment she didn’t authoriseUnauthorised transaction
I could see reference in the customer notes to Ms L reporting “this put her anxiety very high”. And I thought some level of distress was self-evident. My impression of the reaction of Santander on the information available is that it wasn’t as sympathetic as it could have been, and which might have helped mitigate things.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3783769.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.