Not upheld: Service failures generally complaint against Santander UK Plc

Decision detail

Summary

Mr S complained that Santander delayed sending replacement debit and cashcards whilst he was travelling for work, causing him inconvenience and travel expenses. He had requested the cards be sent to a local branch and was advised of a five to seven working day delivery timeframe. Although one order call disconnected, Santander attempted to call back and the cards were sent within the stated timeframe, arriving on 25 February. The Ombudsman found Santander took all necessary steps and was not responsible for postal delays, and that Mr S's travel expenses were his own responsibility, particularly as he had declined Santander's offer to send cards to his home address.

The Ombudsman's reasoning

The Ombudsman found that Santander sent the cards within the stated five to seven working day timeframe and was not responsible for postal delays beyond that period. The firm took reasonable steps by attempting to call back when the second order call disconnected and by offering to send replacement cards to Mr S's home address, which he declined. Mr S's travel expenses were his own responsibility, particularly as he had travelled home before the cards arrived and Santander had offered an alternative delivery arrangement.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website