Santander UK Plc
Financial Ombudsman decision DRN1116127 Not upheld
Not upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
—deadline 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, Service failure
In the Ombudsman’s words
Santander has not, therefore, made a mistake in removing the amount it had originally credited in February for a missing cheque. However, I do consider that it should have told Miss A that it was going to debit the account and whyCharges and fees
Santander accepts that its level of customer service has not been satisfactory in this matter and it provided incorrect information.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN1116127.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.