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 DRN8130470
30 Sep 2015 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc told him there was a nil balance when he enquired because he wanted to switch his account to another bank, but now it says there is a balance due from him. He wants it to write off any remaining balance and close his account.back... (2 pages)View decision -
Decision Reference DRN1009379
8 Nov 2018 Santander UK Plc UpheldBanking and creditMr O has complained that Santander UK Plc (Santander) mis-sold a Reward packaged bank account to him in 2009. He paid a monthly fee for the account and received benefits in return.backgroundI attach my provisional decision of 23 July 2018, which forms part of this f... (4 pages)View decision -
Decision Reference DRN-5763112
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5763112 The complaint Mr D complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided him with an overdraft he couldn’t afford, failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties and ... (4 pages)View decision -
Decision Reference DRN9773346
4 Jul 2018 Santander UK Plc Not upheldBanking and creditMs W is unhappy that Santander UK Plc is asking her to repay an outstanding amount on her bank account.backgroundMs W decided to switch her current account with Santander to another bank. Santander completed the account switch in September 2017.Ms W says she then recei... (2 pages)View decision -
Decision Reference DRN0975415
12 Sep 2018 Santander UK Plc Not upheldBanking and creditMiss C complains about the amount of fees and charges applied to her account by Santander UK plc.backgroundMiss C says she recently asked Santander for her account statements from 2009 in connection with an unrelated matter. She says she was shocked to see the amou... (2 pages)View decision -
Decision Reference DRN-4580260
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580260 The complaint Ms M complains Santander UK Plc treated her unfairly when it defaulted her account. To resolve matters, she’d like the default removed from her credit file. While the complaint has been brought with the assistance of a third party, for ease of read, I will refer t... (3 pages)View decision -
Decision Reference DRN9851977
18 Jul 2017 Santander UK Plc UpheldBanking and creditMr T asked Santander UK Plc to cancel a number of payment instructions. He’s unhappy some payments were still made.backgroundMr T went into a branch of Santander to change his address. He was leaving the UK for a number of months. He also asked for some standing ord... (2 pages)View decision -
Decision Reference DRN-3246062
20 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3246062 Complaint Mr D has complained that Santander UK Plc (“Santander”) unfairly continued applying charges on his overdraft which added to his financial problems. Background One of our investigators looked at Mr D’s complaint and thought Santander should have realised Mr D’s overdr... (3 pages)View decision -
Decision Reference DRN4501599
28 Feb 2017 Santander UK Plc Not upheldBanking and creditMr F complains that Santander UK Plc imposed charges on his account unfairly. backgroundMr F says the bank has imposed charges on his account for unarranged overdrafts in the last fours years despite these not being in the terms and conditions. He also says that so... (2 pages)View decision -
Decision Reference DRN5067506
26 Aug 2015 Santander UK Plc Not upheldBanking and creditMs V is unhappy about the sale of her ‘123’ packaged bank account. She says that Santander UK plc (‘the bank’) failed to tell her there would be a change in the date she received her statement, as a result of which she incurred overdraft charges. backgroundOur adjud... (2 pages)View decision
