Santander UK Plc
Financial Ombudsman decision DRN-4560324 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jul 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
Payment delayed or failed, Service failure
In the Ombudsman’s words
Santander contacted it with questions about two incoming payments... E was able to provide the information requested, and the second payment was credited to its account on 7 September 2023.Payment delayed or failed
The bank did however acknowledge that it should have handled some matters better than it had done. For example, it should have provided more information about the payments... It acknowledged too that it should not have referred E to the regulator’s website to answer its queries and should not have led E to believe that funds were not available.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4560324.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.