Santander Cards UK Limited

Financial Ombudsman decision DRN9560356 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress 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

Treatment in financial difficulty, Complaint handling

In the Ombudsman’s words

Mrs K complains that Santander Cards UK Limited failed to respond appropriately when she fell into financial difficulties and tried to arrange a repayment plan for her credit card account.Treatment in financial difficulty

He found that Mrs K had suffered considerable frustration, distress and inconvenience as a result of Santander and its agents giving her misleading and contradictory information about the account over more than 18 months.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9560356.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.