Santander UK Plc
Financial Ombudsman decision DRN5255555 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£50redress 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
Payment delayed or failed, Service failure
In the Ombudsman’s words
Santander’s fraud team did not contact Mr C until about 18 hours after the transaction was blocked in order to verify it. I conclude this was an unreasonable delayPayment delayed or failed
Santander also gave Mr C conflicting information after he approached it about the failed transaction.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5255555.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.