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Santander UK Plc

Financial Ombudsman decision DRN-4845353 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

Account closed or refused, Funds blocked or frozen, Identity checks and access, Service failure

In the Ombudsman’s words

Santander closed Miss S’s accounts and sent her cheques for the account balances.Account closed or refused

On 14 November Santander blocked Miss S’s accounts as it hadn’t received the required information.Funds blocked or frozen

Miss S complains about the service she received from Santander UK Plc (“Santander”) when she was trying to comply with its request for KYC information and documentation regarding her accounts with it.Identity checks and access

Santander has already accepted this, but Miss S doesn’t agree this is enough... I uphold this complaint and direct Santander to pay Miss S compensation of £200 for the distress and inconvenience caused by the poor service received in relation to Santander’s KYC requests.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4845353.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.