Santander UK Plc
Financial Ombudsman decision DRN0172324 Not upheld
Not upheldoutcome, as published by the Ombudsman
£500redress 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
Complaint handling, Service failure
In the Ombudsman’s words
Miss K complains that she received poor customer service from Santander Uk Plc, as a result of which she lost the opportunity to recover money she had accidentally transferred to the wrong account.Complaint handling
Santander agrees it made an error when it did not immediately send this incident to its helpdesk, which is the department responsible for requesting recovery of the funds and when it did not explain to Miss K what procedures would be followed.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0172324.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.