Not upheld: account closure without explanation; failure to provide reasonable adjustments; failure to action Subject Access Request complaint against Santander UK Plc

Decision detail

Summary

Mr B complained that Santander blocked and closed his accounts without explanation, failed to action his Subject Access Request, and did not provide reasonable adjustments for his preferred written communication. Santander had placed a temporary block on his accounts pending a review and attempted to contact him by telephone to resolve the matter, but Mr B requested written communication only. The Ombudsman found that Santander's terms permit account closure without providing reasons, and since Mr B did not disclose any disability or vulnerability requiring adjustments, the firm was not obliged to provide alternative contact methods. The complaint was not upheld.

The Ombudsman's reasoning

The Ombudsman found that Santander's terms and conditions permit account closure without providing reasons. Since Mr B did not disclose any disability or vulnerability to Santander, the firm was not obliged to provide alternative communication methods. The Ombudsman was satisfied that Santander attempted to verify Mr B's circumstances through telephone contact as part of its standard processes. Regarding the SAR requests, Santander properly requested verification information and Mr B did not comply with the instruction to attend a branch.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website