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 DRN2852229
15 Apr 2019 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc hasn’t helped him during his financial difficulties.backgroundMr G became unfit to work and fell into financial difficulties. He contacted Santander about this but felt they were unsympathetic and showed a lack of care in helping ... (2 pages)View decision -
Decision Reference DRN1214704
17 Oct 2017 Santander UK Plc UpheldBanking and creditMr S complains that Santander UK Plc didn’t treat him fairly when he was in financial difficulty and suffering with health issues. He says the bank hasn’t met his request for reasonable adjustments due to his disability.backgroundThe circumstances leading to this compla... (6 pages)View decision -
Decision Reference DRN1291116
2 Aug 2016 Santander UK Plc Not upheldBanking and creditMr M has complained that he was mis-sold a packaged bank account by Santander UK Plc (“Santander”).backgroundMr M opened a Premier 50 packaged account in September 2008. The account was initially opened with Alliance & Leicester, but Santander is now responsible fo... (3 pages)View decision -
Decision Reference DRN-4762627
5 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4762627 The complaint Mr F is unhappy that Santander allowed his account to go into an unauthorised overdraft. What happened Mr F attempted to withdraw £60 from an automated teller machine (ATM). When it didn’t dispense, he attempted £20 which was successful. When Mr F then reviewed hi... (2 pages)View decision -
Decision Reference DRN-4799913
11 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4799913 The complaint Mrs P complains Santander UK Plc allowed a business account to go severely overdrawn and is holding her jointly liable for the balance despite being told that she’s been the victim of domestic and economic abuse. What happened Mrs P is one of two signatories on... (3 pages)View decision -
Decision Reference DRN6006252
3 Jul 2014 Santander UK Plc Not upheldBanking and creditMrs G complains that Santander UK Plc unfairly applied charges to her account, causing her financial difficulties.backgroundMrs G says she had never borrowed money from Santander and the account was mis-sold. After Mrs G complained to Santander, it refunded £75 of charges. Mrs G says it... (2 pages)View decision -
Decision Reference DRN1739262
6 Feb 2014 Santander UK Plc Not upheldBanking and creditMr Q complains that Santander UK plc wrongly opened a reward current account for him, on which a monthly fee was payable. As a result of these fees, the account became a bad debt and adverse credit information was recorded on Mr Q’s credit file. backgroundMr Q asked Santander to open a... (1 page)View decision -
Decision Reference DRN-4036394
21 Mar 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4036394 The complaint Mr A complains about the hire agreement provided to him by Santander Consumer (UK) trading as Volvo Car Financial Services (“Santander”). It was to acquire a car in 2019 and Mr A says it was not explained properly to him, and that it wasn’t affordable to him. He’s... (7 pages)View decision -
Decision Reference DRN-3749995
13 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3749995 The complaint Mr U complains that Santander UK Plc recorded a late payment on his credit file despite him ensuring funds were available to cover his credit card payment. What happened Mr U has a Credit Card account and a Basic Current Account (“BCA”) with Santander. The terms o... (3 pages)View decision -
Decision Reference DRN3619701
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMrs K complains that Santander UK Plc allowed numerous accounts to be set up fraudulently in her name. The accounts were a credit card, personal loans, a re-mortgage and an overdraft on a current account and the bank accepts that the fraud was carried out by Mrs K’s husband. background ... (2 pages)View decision
