Not upheld: Card / payment disputes complaint against Santander UK Plc

Decision detail

Summary

Mr R complained that Santander failed to refund three faster payments totaling £341.86 made on 15 November 2025, which he claimed were made by his ex-partner without authorization. Santander investigated and declined to refund, finding the payments were made from Mr R's device using his secure details to a previously-used beneficiary. The ombudsman reviewed technical evidence showing the payments were made from a device uniquely registered to Mr R's account since May 2025, using his secure details, from his usual location. Finding Mr R's account of events inconsistent and implausible, the ombudsman concluded on the balance of probabilities that the payments were authorized and upheld Santander's decision not to refund them.

The Ombudsman's reasoning

The ombudsman applied the Payment Services Regulations 2017, which establish that consumers are generally responsible for authorized payments and businesses for unauthorized payments. On the balance of probabilities, the technical evidence (secure details used, registered device with unique identification, usual location, previous use without dispute) strongly indicated the payments were authorized by Mr R. The ombudsman found Mr R's account of events inconsistent and implausible, particularly his claim that his ex-partner could have accessed the device on three separate occasions over six hours without him mentioning this, and the pattern of small transfers rather than attempting to move larger sums. The ombudsman concluded there were no reasonable grounds for Santander to attempt recovery of the payments.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website