Santander UK Plc
Financial Ombudsman decision DRN-3988532 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Apr 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
Identity checks and access, Service failure
In the Ombudsman’s words
Santander aren’t allowed to discriminate against him for not having a mobile phoneIdentity checks and access
If it didn’t have anyone who was able to come to the branch to speak to Mr W about stocks and shares ISAs, it would have been better to let him know rather than leaving him no messages and making him think he’d been forgotten.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3988532.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.