Santander UK Plc
Financial Ombudsman decision DRN-5558941 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Tue Aug 06deadline 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 reviewed Ms D’s account as part of its Know your Customer (KYC) process.Identity checks and access
Santander accepted that its service fell short in how it communicated with Ms D.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5558941.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.