Santander UK Plc
Financial Ombudsman decision DRN2424622 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Mon Dec 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
Mortgage administration, Complaint handling
In the Ombudsman’s words
Santander was aware of the type of property Mr and Mrs H wanted to buy before it booked the mortgage interview. It should have told Mr and Mrs H they needed a 15% deposit and should not have booked the interview.Mortgage administration
Santander did not respond properly to Mr and Mrs H’s complaint.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2424622.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.