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Santander UK Plc

Financial Ombudsman decision DRN-4934481 Partly 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

Mortgage administration, Service failure

In the Ombudsman’s words

Mrs N and Mr S complain that Santander UK Plc allowed them to complete a mortgage application and pay for a valuation to be undertaken despite knowing at outset that it would not lend on their property.Mortgage administration

I do think Santander has caused Mrs N and Mr S avoidable distress and inconvenience in this case. In not providing Mrs N and Mr S with the accurate information as to why their application had failed, despite having the means to do so, this error has led to Mrs N and Mr S embarking upon extended queries to their property management company to no avail and believing that Santander knowingly wasted their time.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4934481.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.