Not upheld: digital banking access, account management, onboarding process clarity complaint against Santander UK Plc

Decision detail

Summary

Mr K complained that Santander revoked his digital credentials without notice and explanation, and that he could not manage his Santander credit card through the Santander app because his Cahoot savings accounts were registered under the same mobile profile. Mr K also complained about unclear onboarding information and unhelpful staff advice. The ombudsman found that the credential revocation was reasonable as it followed maximum invalid login attempts and was in line with account terms. The ombudsman determined that Cahoot and Santander being separate entities with separate platforms was not unreasonable, and that Santander was not obliged to merge systems. The ombudsman found insufficient evidence that Santander acted unfairly and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that Santander's revocation of access was reasonable and in line with account terms when Mr K reached maximum invalid login attempts. The ombudsman determined that Cahoot and Santander being separate entities with separate platforms was not unreasonable, and that Santander was not obliged to merge systems. While the ombudsman acknowledged that information could have been clearer at onboarding, there was insufficient evidence that Santander acted unfairly. The ombudsman noted that Santander attempted to assist Mr K and that Cahoot's website provided guidance on account management.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website