Santander UK Plc
Financial Ombudsman decision DRN0640227 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£70redress stated in the decision
Wed 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Santander clearly did not deal with this complaint well. It should have been able to identify what Mrs S was complaining about more quickly, and respond clearly without the need to correct its final response.Complaint handling
even though Santander had been told that English was not Mrs S’s first language (as recorded in its final response letter of 29 August 2014) and that she had other needs, it did nothing to accommodate her.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0640227.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.