Santander Cards UK Limited

Financial Ombudsman decision DRN6784869 Upheld

Upheldoutcome, as published by the Ombudsman

£36redress stated in the decision

Fri Dec 20deadline 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

Charges and fees, Service failure

In the Ombudsman’s words

Santander returned several payments to Miss J’s current account and charged five late payment fees.Charges and fees

I consider Santander could have done more to help her do this by explaining the issue with the account reference and suggesting that she may wish to use an alternative method.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6784869.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.