Santander UK Plc
Financial Ombudsman decision DRN8820298 Upheld
Upheldoutcome, as published by the Ombudsman
—no sum stated
Fri May 04deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Santander’s customer service fell below an acceptable standard because it didn’t take account of Mr W’s problems with the telephoneComplaint handling
it acted unfairly and unreasonably when it kept asking him to contact it by telephoneSupport for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN8820298.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.