Santander UK Plc
Financial Ombudsman decision DRN-4995953 Upheld
Upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Wed Oct 30deadline 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
Funds blocked or frozen, Service failure
In the Ombudsman’s words
Mr C says that his account was frozen, which meant that he couldn’t use his card and couldn’t access fundsFunds blocked or frozen
Santander could’ve provided better customer service to Mr C. He was passed from one department to another and placed on hold for extended periods of time.Service failure
Rules cited
FCA CONC (Consumer Credit sourcebook)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4995953.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.