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Santander UK Plc

Financial Ombudsman decision DRN-5357604 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, Complaint handling

In the Ombudsman’s words

Mr F complains that Santander UK Plc didn’t treat him fairly when he went into arrears on his mortgage – in particular, that it didn’t make the consequences of arrears clear to him.Mortgage administration

Santander accepted that Mr F had told it of his new address in January 2024 and that the agent he spoke to should have updated his address on its system but had failed to do so. It also accepted that while Mr F had been told, when he spoke to Santander, that any arrears would be reported to his credit file, it hadn’t told him that the arrears could result in legal action.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5357604.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.