Santander UK Plc
Financial Ombudsman decision DRN-4214217 Upheld
Upheldoutcome, as published by the Ombudsman
£350redress stated in the decision
Wed Sep 13deadline 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
Santander has accepted that they should reasonable have made Mr B aware of the gambling block in February 2020 when it became available, as they were aware of his issues around gambling.Complaint handling
Mr B complains that Santander UK Plc did not do more to help him when he spent compulsively on his account in 2021.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4214217.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.