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 DRN0684502
20 Feb 2015 Santander UK Plc UpheldBanking and creditMs D complains that Santander UK plc treated her unfairly concerning a fraudulent transaction made on her account.backgroundMs D received a call from an individual who told her they were from the Santander fraud team and were calling about attempted fraudulent access to her online ba... (2 pages)View decision -
Decision Reference DRN-5213833
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5213833 The complaint Mrs F complains that Santander UK Plc hasn’t refunded unauthorised payments made using her debit card. What happened Unfortunately, Miss F was burgled in early 2024 and her bank cards and mobile phone were among the items stolen. She woke up in the early hours ... (3 pages)View decision -
Decision Reference DRN2911909
12 Mar 2014 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc incorrectly applied charges to his current account and by refusing to refund them has not assisted with his financial difficulties.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. She said the... (2 pages)View decision -
Decision Reference DRN7893877
28 Apr 2016 Santander UK Plc Not upheldBanking and creditMiss W complains that Santander UK plc won’t refund her money after she was a victim to a scam.background Miss W says that Santander called her to tell her that her account was being hacked and she needed to move some money to a holding account to keep it safe. She ... (3 pages)View decision -
Decision Reference DRN5886593
11 Feb 2020 Santander UK Plc Not upheldBanking and creditMr D complains that Santander UK Plc allowed someone else to open an account in his name in 2009 and borrow money and so he shouldn’t be responsible for this. backgroundMr D was contacted by debt collectors in 2018 about a debt that originated from an overdraft taken in his name in 2009 wi... (2 pages)View decision -
Decision Reference DRN-3867783
7 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3867783 The complaint Mr K complains that Santander UK Plc discriminated against him when they held up an international payment into his account. What happened In July 2022 Mr K was sent €5,000 from Cyprus to his Santander account. Santander didn’t credit the amount to his account righ... (2 pages)View decision -
Decision Reference DRN9378924
2 Feb 2016 Santander UK Plc Not upheldBanking and creditMiss T complains that Santander UK Plc charged her a fee for going over her overdraft limit. She’d previously had an account that didn’t charge any fees and she wasn’t told this would change. She wanted the charges refunded and a letter of apology.backgroundThe adjud... (2 pages)View decision -
Decision Reference DRN4923512
11 Jun 2013 Santander UK Plc UpheldBanking and creditMiss U complains that the address details for her account were not updated by Santander UK Plc and, as a result, she was unaware she had an unarranged overdraft, for which she was accruing charges. She seeks a full refund of the charges, and compensation for distress and inconve... (2 pages)View decision -
Decision Reference DRN5466025
7 Mar 2014 Santander UK Plc UpheldBanking and creditMr R complains that Santander UK Plc failed to stop a continuous payment authority (CPA) when asked to and took over a year to resolve the problem. This resulted in him incurring fees, charges, interest and the bank placing an adverse notice on his credit reference file.backgroundIn Dec... (2 pages)View decision -
Decision Reference DRN-5131664
22 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5131664 The complaint Miss G complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance was irresponsible in its lending to her. Miss G is represented by a third party but for ease of reference I have referred to Miss G throughout this complaint. What happened ... (3 pages)View decision
