Santander UK Plc
Financial Ombudsman decision DRN-5805829 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Oct 07deadline 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
Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
Mr K complains that Santander UK Plc will not refund a transaction made using his credit card.Card dispute or chargeback
I do recognise this amount of compensation pales in significance when compared with the amount Mr K is facing responsibility for repaying. Nonetheless, I still believe £150 compensation is appropriate to award for the distress and inconvenience Santander caused him with the poor way it handled his claim.Complaint handling
Rules cited
Consumer Credit Act 1974, Payment Services Regulations 2017, CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5805829.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.