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-4797704
29 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4797704 The complaint Mr H complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened Mr H’s phone was stolen, and two bank transfers ( 2 x £2,000) were sent from his account to another of his own accounts held with a different bank. ... (3 pages)View decision -
Decision Reference DRN6816156
31 Jul 2013 Santander UK Plc Not upheldBanking and creditsummary of complaintMr A complains that Santander UK Plc (“Santander”) provided inaccurate information in his account statements. He says it has applied charges and interest to his account by mistake. He contends this led to his account going over its authorised overdraft limit. He want... (3 pages)View decision -
Decision Reference DRN2790963
15 May 2014 Santander UK Plc Not upheldBanking and creditMs K complains about what Santander UK plc did after she was the victim of a job scam. She phoned the bank and, based on what was said, she withdrew money from her account. Two days later Santander debited a fraudulent cheque for £2,200, sending the account into unauthorised overdraf... (2 pages)View decision -
Decision Reference DRN6471018
24 Sep 2013 Santander UK Plc Not upheldBanking and creditMr W complains that Santander UK Plc wrongly applied charges to his current account and did not suspend charges as agreed when it was investigating his complaint.backgroundCharges were added to Mr W’s account at the end of 2011 and in 2012 when it went overdrawn. He contacted Santand... (2 pages)View decision -
Decision Reference DRN8224992
25 Jan 2016 Santander UK Plc Not upheldBanking and creditMiss G complains that Santander UK Plc didn’t refund all the bank charges on her account and didn’t tell her it had blocked her debit card. During the time Santander took to unblock it she was without any money and had to borrow from family and friends. backgroundS... (2 pages)View decision -
Decision Reference DRN-3119094
5 Nov 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3119094 The complaint Mr P has complained that Santander UK Plc (“Santander”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr P complained to Santander that it was unfair to charge him excessive fees when he was in fina... (2 pages)View decision -
Decision Reference DRN5723003
16 Aug 2017 Santander UK Plc Not upheldBanking and creditMs M complains that Santander UK Plc has applied unfair charges to her account.backgroundMs M told us that her only income is from benefits, and that she struggled because the payments weren’t made on the same date each month. She said that Santander wouldn’t give her... (2 pages)View decision -
Decision Reference DRN-4854454
17 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4854454 The complaint Miss H complained that Santander UK Plc (“Santander”) irresponsibly granted an overdraft, with the limit then increasing over time, that she couldn’t afford to repay. What happened In December 2022, Miss H was granted an overdraft of £200 on her current account. J... (3 pages)View decision -
Decision Reference DRN5783652
23 Sep 2015 Santander UK Plc Not upheldBanking and creditMr S is unhappy with how Santander UK plc has treated him while he has been in financial difficulties.backgroundMr S was in financial difficulties. He was struggling to repay the overdraft on his Santander account. Mr S called Santander. The bank went through hi... (2 pages)View decision -
Decision Reference DRN9608353
26 May 2017 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc applied charges to his account for direct debits which were processed when there wasn’t enough money in the account to pay them.background Mr B held an Instant Plus Account with Santander. In October 2016 direct debits in favou... (2 pages)View decision
