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 DRN1330701
29 May 2015 Santander UK Plc Not upheldBanking and creditMs W complains that Santander UK Plc refused to renegotiate her personal loan when she was facing financial difficulties and harassed her for payment. She also says it imposed charges on her current account which led to a cycle of debt.backgroundMs W took out an unse... (2 pages)View decision -
Decision Reference DRN5203019
16 Sep 2015 Santander UK Plc Not upheldBanking and creditMrs D complains about fees that Santander UK Plc charged her when her account was overdrawn.backgroundIn March 2015 Mrs D realised that she had been charged £300 in fees on her current account. Mrs D had an arranged overdraft on her account of £50. When her account ... (2 pages)View decision -
Decision Reference DRN3545341
7 Nov 2016 Santander UK Plc Not upheldBanking and creditMr G is unhappy Santander UK PLC have charged him an overdraft usage fee. backgroundMr G has two bank accounts with Santander. He withdrew £250 from account A using a cashpoint and shortly after, paid £500 back to account A from account B. He says because he was o... (2 pages)View decision -
Decision Reference DRN-1627714
7 May 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1627714 The complaintMr K complains that Santander UK plc recorded a CIFAS marker against his name. CIFAS is one of the UK’s fraud alert services. His complaint is brought on his behalf by his mother, who I’ll refer to as Mrs K. What happenedOn 1 February 2019, Mr K’s account was credi... (4 pages)View decision -
Decision Reference DRN-4580173
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4580173 The complaint Mr F complains that Santander UK Plc defaulted his account and passed it to a debt collection agency without his knowledge. What happened Mr F says that in July 2023 he lost access to his Santander mobile banking app due to a faulty mobile phone handset which need... (3 pages)View decision -
Decision Reference DRN-1575073
27 Feb 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1575073 The complaintMr W complains that Santander UK Plc (Santander) haven’t made it clear when their daily cut-off time is for bringing his account back into credit to avoid being charged fees. What happenedMr W has a 123 lite current account with Santander. His son, on his behalf, c... (2 pages)View decision -
Decision Reference DRN-5090582
7 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5090582 The complaint Mr A complains through a representative that Santander Consumer (UK) Plc (“Santander”) gave him a conditional sale agreement without carrying out a sufficient affordability assessment. What happened In July 2019, Santander provided Mr A with a conditional sale... (4 pages)View decision -
Decision Reference DRN-3207549
17 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3207549 The complaint Mr S complains that Santander UK Plc blocked his accounts. And took too long to release funds paid into one of his accounts back to him. What happened Mr S has several accounts with Santander. In January 2020, Mr S received a HMRC tax refund payment of just over £... (5 pages)View decision -
Decision Reference DRN6188262
21 Apr 2015 Santander UK Plc Not upheldBanking and creditMiss M complains that Santander UK Plc has imposed unfair and unreasonable bank charges. backgroundMiss M incurred some £1,200 worth of fees and charges in the period December 2011 to May 2013. In April 2013 she contacted the bank about her account and it agreed to wai... (2 pages)View decision -
Decision Reference DRN7569788
1 Jun 2015 Santander UK Plc Not upheldBanking and creditMiss P complains about problems she had when she switched her current account to Santander UK Plc.backgroundMiss P switched her current account to Santander from another provider. She says she made it clear to Santander that she only wanted to partially switch her ac... (2 pages)View decision
