Santander UK Plc
Financial Ombudsman decision DRN8374974 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Mon Oct 23deadline 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
Although Mrs P and the insurance provider accepted the solution recommended by the adjudicator, Santander didn’t agree.Complaint handling
Santander notified the insurance provider that a new account had been set up. The problem was then that the bank account was in Mrs P’s current married name, whereas the policy record still showed her former name.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8374974.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.