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-2184705
2 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2184705 The complaint Mr H complains that Santander UK Plc allowed an account to be opened jointly in his name, that he says he didn’t apply for. What happened Mr H holds a sole account with Santander. He met someone I shall refer to as Mr S, and was invited to go in to business with h... (2 pages)View decision -
Decision Reference DRN5577422
5 Feb 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc allowed his account to go overdrawn when he had no arranged overdraft facility on his account. He’s unhappy it applied charges to his account and sold the outstanding debt to a debt collection agency when the balance was in dispute.... (4 pages)View decision -
Decision Reference DRN-1487033
19 Feb 2020 Santander UK Plc UpheldBanking and PaymentsDRN-1487033The complaintMr M complains that Santander UK Plc mis-advised him and prematurely withdrew his graduate account. He says this caused him significant stress – and forced him to make unfavourable arrangements to pay off his overdraft. What happenedMr M opened a student account wit... (3 pages)View decision -
Decision Reference DRN-4937244
18 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4937244 The complaint Mr W complains The Royal Bank of Scotland Plc unfairly closed his account and recorded adverse information on his credit file. What happened Mr W held an RBS account which was highlighted as potentially dormant in March 2022 due to inactivity. RBS contacted Mr... (3 pages)View decision -
Decision Reference DRN-5751959
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751959 The complaint Miss A complains that Santander UK Plc mismanaged and miscommunicated about her overdraft account. She said this caused an unfair default to be applied to her credit file. What happened Miss A held an account that included an overdraft facility for £2,000. She... (4 pages)View decision -
Decision Reference DRN-5547813
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5547813 The complaint Miss F complains about Santander UK Plc not telling her about the high interest rate on her overdraft facility. Also, not supporting her when she had financial difficulties and taking punitive action, removing the overdraft, when she complained to them. What h... (4 pages)View decision -
Decision Reference DRN-4482615
29 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4482615 The complaint Ms D complains about overdraft interest, fees and charges applied by Santander UK Plc while she was experiencing financial difficulties. What happened Ms D has a current account with Santander and in April 2014 an overdraft facility of £3,250 was approved. Ms D u... (3 pages)View decision -
Decision Reference DRN0250068
19 Mar 2018 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc did not do enough to help him when he told it he was in financial difficulties. He wants some overdraft fees to be refunded.backgroundMr L had a current account with Santander which was overdrawn. He incurred authorised overdraft ... (2 pages)View decision -
Decision Reference DRN3945066
10 Jan 2019 Santander UK Plc Not upheldBanking and creditMr M complains that following an account switch to another bank he didn’t receive Santander UK Plc’s letters advising he had an outstanding balance. As a result, Mr M’s credit file has been affected. Mr M also complains about how Santander’s handled a Subject Access... (3 pages)View decision -
Decision Reference DRN-5405212
12 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5405212 The complaint Mr and Mrs D complain that Santander UK Plc irresponsibly provided them with access to an overdraft facility and allowed them to become reliant on it without stepping in. They say this resulted in the relationship between them and Santander being unfair. Mr an... (4 pages)View decision
