Santander UK Plc
Financial Ombudsman decision DRN-5628129 Upheld
Upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Mon Jul 14deadline 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
Mr A applied for a Santander credit card account and submitted his driving license and a council tax bill to Santander to satisfy their identity verification requirements.Identity checks and access
Santander responded to Mr A but continued to feel that Mr A hadn’t provided documents to them that satisfied their requirements. Mr A wasn’t satisfied with Santander’s response, so he referred his complaint to this service.Complaint handling
Rules cited
Equality Act 2010, FCA DISP (Dispute Resolution)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5628129.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.