Not upheld: account access and management; failure to receive correspondence complaint against Santander UK Plc
Financial Ombudsman decision DRN-6247659 of 2026-04-21T00:00:00+00:00. account access and management; failure to receive correspondence complaint against Santander UK Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6247659 |
|---|---|
| Decision date | 2026-04-21T00:00:00+00:00 |
| Firm | Santander UK Plc |
| Product | loan |
| Claim type | account access and management; failure to receive correspondence |
| Outcome | Not upheld |
| Remedy | None ordered |
Summary
Mrs A complained that Santander treated her unfairly because she was unable to view or manage her loan account online and did not receive letters, causing the account to fall into arrears. The ombudsman reviewed evidence showing Mrs A had online access to her account, demonstrated knowledge of her account details in a January 2024 call, and that Santander used the correct address on file for correspondence. The ombudsman found no evidence of unfair treatment and did not uphold the complaint.
The Ombudsman's reasoning
The ombudsman found that Mrs A had online access to her account and demonstrated knowledge of her account details during the January 2024 call. Santander used the correct address for correspondence (address one), which Mrs A confirmed she uses. While Santander missed an opportunity to clarify the address during the call, Mrs A could have updated her address if needed. The ombudsman concluded there was no evidence of unfair treatment by Santander.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Santander UK Plc, all decisions | 14,412 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website