Santander UK Plc
Financial Ombudsman decision DRN-5392809 Upheld
Upheldoutcome, as published by the Ombudsman
£75redress stated in the decision
Wed Apr 09deadline 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Santander responded to Miss G and apologised for what had happened and explained that to request changes to how her statements and OTPs were received that Miss G would need to call Santander. Additionally, Santander apologised for the fact that Miss G hadn’t received a reasonable response to the two letters that she’d sentComplaint handling
Miss G had told Santander that she suffers with dyscalculia and a chronic medical condition which affects her ability to use a phone and which means that she’s rarely able to leave the house.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5392809.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.