Santander Consumer (UK) Plc

Financial Ombudsman decision DRN4475352 Upheld

Upheldoutcome, as published by the Ombudsman

£374redress 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

Interest and rates, Service failure

In the Ombudsman’s words

She feels the additional interest applied as a result of the modification was excessive and was not clearly explained.Interest and rates

Santander has not provided this service with recordings of the telephone conversations it had with Miss A to discuss the implications of the payment holiday. Nor has it provided this service with any transcripts or contact notes that illustrate the additional costs were discussed.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4475352.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.