Santander UK Plc
Financial Ombudsman decision DRN0009928 Upheld
Upheldoutcome, as published by the Ombudsman
£3,800redress stated in the decision
Fri Apr 29deadline 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
Mortgage administration, Service failure
In the Ombudsman’s words
Mr and Mrs D are unhappy about the service they received from Santander UK Plc when they wanted to move their mortgage onto a new property and borrow extra funds.Mortgage administration
I think Santander’s customer service could have been better. The evidence shows that there was some mis-communication and a very short delay in processing the application.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0009928.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.