Upheld: missing deposit / funds not credited to account complaint against Santander UK Plc
Financial Ombudsman decision DRN-6366049 of 2026-05-18T00:00:00+00:00. missing deposit / funds not credited to account complaint against Santander UK Plc. Outcome: Upheld.
Decision detail
| Reference | DRN-6366049 |
|---|---|
| Decision date | 2026-05-18T00:00:00+00:00 |
| Firm | Santander UK Plc |
| Product | current account |
| Claim type | missing deposit / funds not credited to account |
| Outcome | Upheld |
| Remedy | Refund of £700 plus 8% simple interest per year from the date of loss to the date of settlement, with appropriate tax deduction certificate if applicable |
Summary
Mr A complained that £700 he deposited at a Santander branch ATM on 11 March 2025 was not credited to his account. Santander refused to refund the money, claiming the ATM had no cash deposits recorded and no card authorisation was found, though it paid £75 for misadvice about resolution timeframe. The Ombudsman found that Santander's evidence was unreliable because it failed to provide information about an ATM fault that required engineer attendance on 12-13 March 2025. Without this information, the Ombudsman could not fairly conclude that Mr A did not make the deposit. The complaint was upheld and Santander was directed to refund £700 plus 8% interest.
The Ombudsman's reasoning
The Ombudsman found that without information about the ATM fault that required engineer attendance, the reliability of Santander's evidence (that the ATM balanced and had no authorisations) could not be fairly assessed. The absence of a recorded deposit does not prove a deposit was not attempted, particularly given the ATM malfunction. The Ombudsman was not satisfied that Mr A did not make the deposit and therefore directed refund.
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