Santander UK Plc
Financial Ombudsman decision DRN5918342 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Jul 24deadline 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
Mrs B complains that Santander UK Plc incorrectly told her that a payment she’d made hadn’t gone through. And they failed to recall this payment, or refund her the money.Payment delayed or failed
I agree Santander did make an error on the second call Mrs B had with them at 2:50pm that afternoon. She explained to their advisor that she’d changed her mind about doing business with the company and wanted her money back. The advisor told her that the payment hadn’t been made. But this information wasn’t correct.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5918342.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.