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 DRN0166561
3 Jan 2017 Santander UK Plc UpheldBanking and creditMiss L complains that she was given a credit card by Santander UK Plc which was unsuitable for her circumstances. backgroundIn 2011 Miss L visited a local branch of Santander to ask about an overdraft but was told that she didn’t qualify for one. However, she was inv... (2 pages)View decision -
Decision Reference DRN0443770
19 Sep 2017 Santander UK Plc Not upheldBanking and creditMs O’s complaint is that Santander UK Plc (“Santander”) didn’t do enough to prevent a fraud being carried out on her account, and that thereafter it gave her very poor service.backgroundOn 10 September 2016, Ms O was a victim of a scam. She was contacted by someone p... (3 pages)View decision -
Decision Reference DRN8402472
25 Sep 2017 Santander UK Plc UpheldBanking and creditMr and Mrs L complain that Santander UK Plc has unfairly reported information about their mortgage to the credit reference agencies.backgroundMr and Mrs L have an interest only mortgage with Santander. Some years ago, Mr L became seriously unwell and Mrs L has power of ... (4 pages)View decision -
Decision Reference DRN0210392
20 May 2014 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc has registered a default on his credit reference file. He would like the bank to clear his credit record.backgroundIn August 2008 Mr A arranged to switch his current account to Alliance & Leicester Plc (now Santander). He says he then realised th... (2 pages)View decision -
Decision Reference DRN-2461820
14 Jan 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2461820 The complaint M, a limited company, complains that Santander UK Plc did not close its account as requested and that it provided poor service. What happened M says it asked for its account to be closed and sent a payment to cover the final charges. But it did not receive a closi... (4 pages)View decision -
Decision Reference DRN9637975
27 May 2015 Santander UK Plc UpheldBanking and creditMrs T says Santander UK Plc ignored a secure message she sent. And it won’t agree to refund all fees, interest and charges from the date she got in touch about her financial difficulties. The bank offered to refund some of the fees and charges that were applied in error when Mrs T’... (2 pages)View decision -
Decision Reference DRN-3784188
2 Dec 2022 Santander UK Plc UpheldConsumer CreditDRN-3784188 The complaint Mr W complains Santander UK Plc (“Santander”) lent to him irresponsibly since he was experiencing financial difficulties at the time he applied for the loan. Ms W brings the complaint on behalf of her son but I will refer to Mr W for ease. What happen... (3 pages)View decision -
Decision Reference DRN3658209
29 Oct 2013 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc has unfairly applied excessive charges to his current account. He asks for a refund of the last ten years’ charges plus interest.backgroundMr A’s current account was opened in 1999 and an overdraft of £100 was set up in 2003. There were two attempts ... (2 pages)View decision -
Decision Reference DRN7561964
3 Feb 2017 Santander UK Plc UpheldBanking and creditMr L complains that Santander UK Plc continued to apply direct debits to his account after these had been cancelled.background Santander has now approached this complaint on the basis that Mr L asked that all his direct debits from his account be cancelled in Decemb... (2 pages)View decision -
Decision Reference DRN8090795
10 Oct 2017 Santander UK Plc Not upheldBanking and creditMr H is unhappy that Santander UK plc refuses to remove a default recorded against his current account, which he feels is causing his mortgage payments to be higher (as he cannot benefit from re-mortgaging on better terms). Mr H says that he missed the default notice a... (2 pages)View decision
