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Santander UK Plc

Financial Ombudsman decision DRN-4276488 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

Payment delayed or failed, Complaint handling

In the Ombudsman’s words

Mrs M complains that Santander UK Plc (“Santander”) flagged and reviewed a payment she was trying to make and is unhappy at the questions Santander asked her regarding the payment. She wants Santander to justify its decision to block and delay this payment both ethically and legally.Payment delayed or failed

I think this is a failing on Santander’s part and think Mrs M should be compensated for that. So although the transaction Mrs M wished to make has been made, I currently think Santander should compensate Mrs M £30 for the distress and inconvenience caused by Santander’s inadequate communication surrounding this.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4276488.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.