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-3071350
27 Sep 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3071350 The complaint Miss S complains that Santander Consumer (UK) Plc didn’t treat her fairly and with respect when she asked it for a payment holiday. She says it caused her to be overdrawn at her other bank and its actions affected her credit score. What happened Miss S took out a ... (6 pages)View decision -
Decision Reference DRN-2645683
18 Mar 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2645683 The complaint Miss B complains that Santander UK Plc incorrectly registered a default on her credit file. What happened Miss B had an overdraft facility with Santander. As she had used more than the arranged overdraft with Santander, this created an unarranged overdraft. Santan... (3 pages)View decision -
Decision Reference DRN9948035
20 Jun 2017 Santander UK Plc UpheldBanking and creditMrs K complains about the lack of support and communication she received from Santander UK Plc (Santander) with regard to her late father Mr P’s current account. backgroundSantander contacted Mrs K in 2015 to inform her that her late father still had an open current ac... (2 pages)View decision -
Decision Reference DRN2852513
15 Nov 2013 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK plc allowed more than £6,500 to be taken from his account between 1996 and 2000. He says he didn’t make the withdrawals. backgroundMr A has an Abbey National (now Santander) savings account. He has a passbook to use the account. In 1996, Mr A deposit... (2 pages)View decision -
Decision Reference DRN-5483311
28 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5483311 The complaint Miss F says that Santander Consumer (UK) Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that she was a stude... (4 pages)View decision -
Decision Reference DRN4055496
20 Aug 2013 Santander UK Plc Not upheldBanking and creditMr K complains that the fees charged by Santander UK Plc are increasing his financial difficulties and that the bank has not helped him to manage this. He wants the bank to waive charges so he can reduce his borrowing.backgroundMr K first complained formally to the bank about his charge... (1 page)View decision -
Decision Reference DRN2116999
13 Jan 2016 Santander UK Plc Not upheldBanking and creditMiss P complains that Santander UK Plc didn’t act positively and sympathetically when she was experiencing financial difficulties. She wants the bank to refund all charges it’s made on her account.backgroundThe adjudicator didn’t recommend Miss P’s complaint should be u... (1 page)View decision -
Decision Reference DRN-4086645
16 Jun 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4086645 The complaint Mr H complains Santander UK Plc (“Santander”) closed his account and applied a fraud marker against him. To put things right, Mr H wants Santander to remove the fraud marker it applied against him. What happened In October 2010, Santander blocked Mr H’s account af... (5 pages)View decision -
Decision Reference DRN0829798
13 May 2015 Santander UK Plc Not upheldBanking and creditMs N complains about the bank charges Santander UK plc has applied to her account. She also complains about the tone of a member of staff in dealing with her.backgroundMs N had become overdrawn a number of times. Her account didn’t have an overdraft facility and she... (2 pages)View decision -
Decision Reference DRN2173744
30 Apr 2013 Santander UK Plc Not upheldBanking and creditMs E complains that after she had asked for an account to be closed, Santander continued to try to make payments, and this has led to fees and charges. She now owes Santander £489.36 and wants the bank to cancel this and amend any adverse entries on her credit record.our initi... (2 pages)View decision
