Santander UK Plc
Financial Ombudsman decision DRN-5213833 Upheld
Upheldoutcome, as published by the Ombudsman
£783redress stated in the decision
Thu Mar 20deadline 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
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
Mrs F complains that Santander UK Plc hasn’t refunded unauthorised payments made using her debit card.Unauthorised transaction
Mrs F is in poor health and has other vulnerabilities that impact her daily. Looking at the investigation carried out, I can’t see that Santander did this appropriately the first time.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5213833.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.