We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 783 results
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Decision Reference DRN-5626348
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5626348 The complaint Mrs H complains that Santander UK Plc lent to her irresponsibly. What happened Mrs H has been a customer of Santander since 2005. She says that in 2011, she applied for an overdraft and has “been living in it since”. She was given a limit of £1,000 which has no... (3 pages)View decision -
Decision Reference DRN0281239
7 Nov 2013 Santander UK Plc Not upheldBanking and creditMr and Mrs L complain that Santander UK Plc did not inform them that their arranged overdraft had been removed. backgroundMrs L had a bank account with Santander, with an overdraft limit of £500. Santander removed this facility in May 2011, at the same time as the account became a joi... (2 pages)View decision -
Decision Reference DRN-3226499
13 Apr 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3226499 The complaint Mr R complains about Santander UK Plc’s excessive account charges. What happened Mr R says he has been paying excessive account charges on his Santander account for a number of years. He says they have on occasions amounted to between £50 and £150 a month and have... (2 pages)View decision -
Decision Reference DRN-3174701
21 Dec 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3174701 Complaint Mr U says that Santander UK Plc (trading as “Santander”) unfairly added an unarranged overdraft charge to his account. Background One of our adjudicators looked into Mr U’s concerns. She didn’t think that Santander had done anything wrong or treated Mr U unfairly and ... (2 pages)View decision -
Decision Reference DRN-3209573
19 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3209573 The complaint Mrs H – who is also complaining on behalf of the estate of her late husband, Mr H – feels that Santander UK Plc unfairly applied charges and interest to her account when she was experiencing financial difficulties. What happened Mrs H complained to Santander about... (3 pages)View decision -
Decision Reference DRN6793019
13 Dec 2013 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc behaved irresponsibly in giving him an overdraft facility when he could not pay it off. Mr H wants Santander to write off the debt and close his account.backgroundIn November 2012 Santander offered Mr H an overdraft facility. He used the overdraft but... (2 pages)View decision -
Decision Reference DRN-3135370
3 Dec 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3135370 The complaint Miss T complains that Santander UK Plc (“Santander”) failed to send her a new debit card when her old card expired. Miss T is also unhappy she was charged for going into overdraft. What happened Miss T complained to Santander that it failed to send her a new debit... (2 pages)View decision -
Decision Reference DRN5767208
30 Aug 2013 Santander UK Plc UpheldBanking and creditMs A complains that Santander UK plc removed the overdraft on her current account without notice, and then made administration errors which caused her to incur charges with third parties. backgroundIn September 2010, the overdraft Ms A had on her current account with Santander was with... (3 pages)View decision -
Decision Reference DRN3809386
19 Nov 2013 Santander UK Plc Not upheldBanking and creditMiss J complains about the bank charges that Santander UK Plc has applied to her account with it. She says the charges are unfair.backgroundThe adjudicator did not uphold this complaint. Miss J told the bank she was experiencing financial hardship. It responded by cancelling £85 worth... (2 pages)View decision -
Decision Reference DRN-4339291
14 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4339291 The complaint Mrs C is unhappy at the amount of overdraft charges and fees applied to her account by Santander UK Plc (“Santander”) when she was in financial difficulty and the lack of support she received. What happened Mrs C had an account with Santander with a £900 overdraft... (3 pages)View decision
