Santander UK Plc
Financial Ombudsman decision DRN-5762415 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Tue Sep 16deadline 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, Service failure
In the Ombudsman’s words
Santander UK Plc asked it to provide, as well as the service it received after querying the basis of Santander’s requestsIdentity checks and access
Santander made several errors, including calling Mr H back outside of the agreed time and repeating information requests months after Mr H closed W’s accounts in March 2024.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5762415.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.