Santander UK Plc
Financial Ombudsman decision DRN-4268192 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jan 16deadline 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, Account closed or refused, Support for vulnerable customers
In the Ombudsman’s words
Mr U complains that Santander UK Plc won’t refund transactions that he says he didn’t make or otherwise authorise.Unauthorised transaction
He is also unhappy that they closed his account.Account closed or refused
Given this, I would have expected Santander to have treated Mr U as potentially vulnerable and to have asked him how his medical condition impacts him and the way in which he communicates.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4268192.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.