Partially upheld: ATM deposit error and administration error (incorrect receipt issuance) complaint against Santander UK Plc

Decision detail

Summary

Mr K complained that Santander failed to credit £3,650 he attempted to deposit via ATM on 4 September 2025, despite receiving an email receipt confirming the deposit. Santander investigated and concluded no error had occurred based on ATM records. The ombudsman found that ATM balance evidence (showing £1,770 total deposits with no surplus cash) demonstrated all of Mr K's attempted deposit was returned to him, not retained by the ATM. However, the ombudsman agreed that issuing an email receipt for funds not credited was an administration error. The complaint was partially upheld, with Santander ordered to pay £50 compensation for the receipt error, but not required to credit the disputed amount.

The Ombudsman's reasoning

The ombudsman applied the balance of probabilities test to determine what most likely occurred. The ATM balance evidence showing £1,770 total deposits (matching successful deposits) with no surplus cash indicated all of Mr K's attempted deposit was returned to him rather than retained by the ATM. This evidence satisfied the evidential requirements under Section 75 of the PSRs 2017. However, the ombudsman agreed that issuing an email receipt for funds not credited was an administration error by Santander, warranting compensation of £50.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website