Santander UK Plc
Financial Ombudsman decision DRN-6133995 Not upheld
Not upheldoutcome, as published by the Ombudsman
£5,000redress stated in the decision
Mon Jul 13deadline 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
without a second form of ID, he would be unable to complete the transactionIdentity checks and access
Santander upheld the complaint. It apologised for not notifying Mr H of the ID requirements when he booked his cash withdrawal.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6133995.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.