Santander UK Plc
Financial Ombudsman decision DRN-4395634 Upheld
Upheldoutcome, as published by the Ombudsman
£75redress stated in the decision
Thu Nov 09deadline 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
Card dispute or chargeback, Service failure
In the Ombudsman’s words
It looked into her claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’) but did not uphold it. It was also unable to recover Mrs I’s money through the chargeback scheme.Card dispute or chargeback
I agree that Santander wasn’t entirely clear with its communication at times. It also appears to have closed her initial chargeback claim (in respect of fraud) without automatically proceeding with other aspects of the claim.Service failure
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4395634.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.