Santander UK Plc
Financial Ombudsman decision DRN-4997675 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Oct 28deadline 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
Identity checks and access, Complaint handling
In the Ombudsman’s words
Santander misled him to believe it was the merchant, rather than Santander that had requested the OTPsIdentity checks and access
Santander did uphold his complaint about its service, because it did not return his calls or contact him by emailComplaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4997675.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.