Upheld: service failure, failure to process account closure request, failure to raise complaint complaint against Santander UK Plc
Financial Ombudsman decision DRN-6302240 of 2026-06-02T00:00:00+00:00. service failure, failure to process account closure request, failure to raise complaint complaint against Santander UK Plc. Outcome: Upheld.
Decision detail
| Reference | DRN-6302240 |
|---|---|
| Decision date | 2026-06-02T00:00:00+00:00 |
| Firm | Santander UK Plc |
| Product | current account, credit card |
| Claim type | service failure, failure to process account closure request, failure to raise complaint |
| Outcome | Upheld |
| Remedy | Pay £100 compensation; refund any current account fees incurred from July 2025; assist Mr and Mrs T with closing their chosen accounts subject to provision of necessary information |
Summary
Mr and Mrs T complained about Santander's service after leaving the UK in 2023 and requesting account closure. They claim to have made multiple closure requests via calls and letters, but Santander has no records of these until a July 2025 recorded delivery letter. Santander failed to respond to the July 2025 letter or raise a complaint as requested. The ombudsman upheld the complaint, finding Santander should have acted on the July 2025 request, and approved Santander's agreed remedy of £100 compensation, fee refunds from July 2025, and assistance with account closure, rejecting Mr and Mrs T's request for higher compensation.
The Ombudsman's reasoning
While Mr and Mrs T's testimony about 2023 requests is accepted as genuine, there is no tangible evidence to support that Santander should have closed accounts then. However, the July 2025 recorded delivery letter provides clear evidence of a closure request that Santander failed to act upon. The ombudsman found that Santander's agreed remedy is fair and reasonable, including £100 compensation which appropriately reflects the inconvenience and frustration caused without evidence of considerable distress or significant impact on daily life.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Santander UK Plc, all decisions | 14,445 | 22% |
Source
Read the original decision on the Financial Ombudsman Service website