Santander UK Plc
Financial Ombudsman decision DRN4690729 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Sep 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
Complaint handling, Service failure
In the Ombudsman’s words
Mr O didn’t consider this to be Santander’s final response to this letter. He felt that Santander should have stated it was a final response letter.Complaint handling
Santander accepts that its advisors perhaps could have been clearer in some of these calls. It has apologised and has already paid Mr O £125 for the upset and confusion it caused.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN4690729.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.