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Santander UK Plc

Financial Ombudsman decision DRN-3851411 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

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Having done so, for the following reasons, I have come to the view that the compensation award should be increased to £750 and that Cahoot should pay 8% interest on this amount. I don’t think it’s in dispute that Cahoot knew about Mr J’s disability. Also, that he is a vulnerable customer here, in line with the Financial Conduct Authority’s guidance on the subject.Support for vulnerable customers

When Mr J informed Cahoot that his account hadn’t been credited there was no investigation, and had Cahoot looked into the matter and checked transactions, it is likely that the error could have been spotted and rectified in a much quicker period of time. Instead, Cahoot left it to Mr J to investigate and resolve the matter himself and this took many months – in part because it was difficult for him to do so.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3851411.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.