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-3746243
10 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3746243 The complaint Mrs M says Santander UK Plc irresponsibly lent to her. What happened Mrs M’s complaint is about a credit card supplied by Santander. The account was opened in November 2012 with an initial credit limit of £7500. No further credit limit increases were applied. Mrs ... (2 pages)View decision -
Decision Reference DRN4839267
19 May 2016 Santander UK Plc Not upheldBanking and creditMr M says Santander UK Plc hasn’t treated him fairly, and he thinks this is on the basis of his surname. It misinformed him and prevented him accessing suitable and favourable banking facilities.backgroundMr M says it’s very difficult for him to get the same service ... (2 pages)View decision -
Decision Reference DRN6216758
14 May 2015 Santander UK Plc Not upheldBanking and creditMr T complains that Santander UK Plc is pursuing him for money it says he owes on his credit card account.backgroundMr T had a business current account and a personal credit card account with Santander. In October 2014 he contacted the bank to close the business c... (2 pages)View decision -
Decision Reference DRN4612710
16 Feb 2016 Santander UK Plc Not upheldBanking and creditMs D has complained that Santander UK Plc (Santander) mis-sold her a packaged bank account. backgroundI attach my provisional decision of 12 January 2016, which forms part of this final decision.In my provisional decision I set out why I didn’t think Ms D’s complaint ... (3 pages)View decision -
Decision Reference DRN1149216
29 Jul 2014 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc made a mistake when it allowed payments to leave his account under a continuous payment authority (“CPA”).our initial conclusionsOur adjudicator did not recommend that the complaint should be upheld. Santander accepted this recommendation. Mr B did no... (2 pages)View decision -
Decision Reference DRN1903590
25 Jun 2013 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc did not close the account he held jointly with his ex- wife and transfer the direct debits on that account to his new account when it should have done. As a result, he has incurred charges and his credit file has been adversely affected.Mr L furthe... (2 pages)View decision -
Decision Reference DRN2520617
19 Mar 2018 Santander UK Plc Not upheldBanking and creditMr O complains that Santander UK Plc incorrectly recorded a default on his credit file.backgroundSantander closed Mr O’s student account when it became dormant and asked him to repay the outstanding balance. In a phone call of 16 October 2014, the bank discussed pos... (3 pages)View decision -
Decision Reference DRN-4453241
11 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4453241 The complaint Miss Z complained because Santander UK plc refused to refund her for transactions she said she didn’t make. What happened On 1 July 2023, Miss Z received a text from Santander saying that her account had gone into an unauthorised overdraft. Miss Z log... (3 pages)View decision -
Decision Reference DRN2029488
26 Jun 2015 Santander UK Plc Not upheldBanking and creditMr A complains that charges were wrongly applied to his current account by Santander UK plc. He says this resulted in a default being registered against his credit file and having to pay a higher interest rate on a loan.backgroundMr A has a current account with the... (2 pages)View decision -
Decision Reference DRN-2825246
17 Jun 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2825246 The complaint In summary, Mr P has complained that Santander UK Plc provided him with a credit card when he wasn’t able to afford it. What happened In October 2016 Mr P opened a credit card account with Santander. He was provided with a credit limit of £5,000. In its response t... (5 pages)View decision
