Santander UK Plc
Financial Ombudsman decision DRN2178551 Upheld
Upheldoutcome, as published by the Ombudsman
£36,000redress stated in the decision
Fri Feb 09deadline 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 G complain that Santander UK Plc applied an overpayment to the wrong part of their mortgage.Mortgage administration
I thought it would be more appropriate for Santander to pay Mr and Mrs G £750 for the trouble and upset its mistake has caused, and for the shortcomings in its customer service.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2178551.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.