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 DRN3880476
22 Mar 2016 Santander UK Plc Not upheldBanking and creditMiss B has complained about packaged accounts sold to her by Santander UK Plc(“Santander” or “the bank”).backgroundSantander told us that Miss B held a free basic account since 2004. The account usage had lapsed and Miss B opened a “Premier Direct” account in early... (2 pages)View decision -
Decision Reference DRN9445135
13 Jan 2017 Santander UK Plc UpheldBanking and creditMr and Mrs K are unhappy Santander UK Plc didn’t let them extend the term of their mortgage. And that it withdrew their flexible reserve fund facility.background I’ll start by setting out the factual background to this complaint. And then reminding the parties what I... (8 pages)View decision -
Decision Reference DRN6036182
15 Aug 2013 Santander UK Plc Not upheldBanking and creditMr B complains that an additional charge was applied to his loan when he asked for a settlement figure. He says this charge should have been explained to him when he first accepted the loan, and wants Santander UK plc to refund £119.60 plus pay some compensation. our initial conc... (2 pages)View decision -
Decision Reference DRN5865590
7 May 2021 Santander Consumer (UK) Plc Not upheldBanking and creditMr B complains about a conditional sale agreement that he had with Santander Consumer (UK) Plc. background I set out the background to Mr B’s complaint in my earlier decision, which was a provisional decision. However, so that all the relevant information is in this one document I’ll set o... (5 pages)View decision -
Decision Reference DRN6819711
25 Sep 2015 Santander UK Plc Not upheldBanking and creditMr H has complained that Santander UK Plc (“Santander”) mis-sold a ‘Reward’ packaged bank account to him in 2011. He paid a monthly fee for the account and could have used several benefits in return.Mr H has used a claims management company (“CMC”) to bring his com... (3 pages)View decision -
Decision Reference DRN-3311809
14 Mar 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3311809 The complaint Mr W complains about the overall service received from Santander UK Plc. This includes a restriction placed on his account, a cheque which was returned unpaid and Santander’s overall communication with him. Mr W is assisted in this matter by his son, Mr W2, and he... (4 pages)View decision -
Decision Reference DRN0803732
21 Oct 2014 Santander UK Plc Not upheldBanking and creditB, a limited company, complains that Santander UK Plc wrongly returned a cheque unpaid. B is represented by its director, who I will call Mr C. Mr C says the returned cheque caused great embarrassment as well as incurring a charge. He asks for compensation.background Santander returned... (2 pages)View decision -
Decision Reference DRN3375956
24 Aug 2015 Santander UK Plc Not upheldBanking and creditMiss A complains that Santander UK Plc mis-sold her a bank account. Miss A says that she has been left feeling unwell as a result of trying to sort everything out. our initial conclusionsOur adjudicator didn’t recommend that Miss A’s complaint should be upheld. She considered the ban... (2 pages)View decision -
Decision Reference DRN5471781
27 Feb 2017 Santander UK Plc UpheldBanking and creditMiss W complains about current account charges that Santander UK Plc (‘the Bank’) put on her account and the service the Bank provided.backgroundMiss W, a student, went abroad for a period of months and told the Bank that she was doing so. Her current account, as far... (2 pages)View decision -
Decision Reference DRN-2176540
14 Sep 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-2176540The complaintMr L has complained that Santander UK Plc did not make a payment to an electronic wallet provider for an app he was trying to set up and use. What happenedMr L holds a Basic Top-Up Debit Card with Santander. He tried to make a payment from his Santander account to a... (2 pages)View decision
