Santander UK Plc
Financial Ombudsman decision DRN0834737 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Mon Nov 27deadline 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
Charges and fees, Complaint handling
In the Ombudsman’s words
charged the fee when the account went overdrawnCharges and fees
The bank has accepted its online banking did not pick up that Mr S was repeatedly cancelling the same direct debits and did not offer him a prompt, reminding him that under the terms and conditions of the account, if he wished to end the direct debit mandate, he would have to contact the bank to do this.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN0834737.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.