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-3652452
17 Aug 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3652452 The complaint Mr G complains that Santander UK Plc (Santander) won’t refund the money he lost in a scam. What happened Mr G says he made the following payments as part of an investment scam. Date Amount Payee Method 26/11/20 £1,026.50 D Online 30/11/20 £2,050 D Online 07/12/20 ... (8 pages)View decision -
Decision Reference DRN-3123757
12 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3123757 The complaint Mr K is unhappy that Santander UK Plc approved him for an account type that he wasn’t eligible for. What happened Mr K started an advanced apprenticeship in 2016 and asked Santander to convert his Everyday Current Account to a 123 Student Account. Santander agreed... (3 pages)View decision -
Decision Reference DRN-4968617
15 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4968617 The complaint Miss A complains about Santander UK Plc unfairly taking away her remaining overdraft facility. What happened Miss A has a bank account with Santander which has an agreed overdraft. Following a technical error by Miss A at the end of 2022, her overdraft was red... (6 pages)View decision -
Decision Reference DRN4122945
27 Jun 2017 Santander UK Plc Not upheldBanking and creditMrs E has complained about the charges Santander UK Plc has placed on her current account. She’s said that Santander hasn’t treated her fairly and sympathetically even though she informed it of her financial difficulties. She’s said the charges have contributed directl... (3 pages)View decision -
Decision Reference DRN-2309074
2 Nov 2020 Santander UK Plc UpheldBanking and PaymentsDRN-2309074 The complaint Ms M complains that Santander UK Plc won’t let her reduce her overdraft by a small amount each month, to help her get out of debt. What happened Ms M said she was always in her overdraft, but she was trying to reduce it. She said she’s been able to bring it down b... (3 pages)View decision -
Decision Reference DRN6020523
12 May 2016 Santander UK Plc Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Mrs W either to accept or reject my decision before 13 June 2016. Janet Millington ombudsman at the Financial Ombudsman ServicecomplaintMrs W complains about the amount Santander UK plc has charged he... (2 pages)View decision -
Decision Reference DRN-3490604
9 Jun 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3490604 The complaint Mr and Mrs P have complained that Santander UK Plc (“Santander”) approved an overdraft facility that was unaffordable and acted unfairly by continuing to apply charges to their account when they were in financial difficulty. What happened Mr and Mrs P complained ... (3 pages)View decision -
Decision Reference DRN-5115636
18 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5115636 Complaint Mr P is unhappy with what that Santander UK Plc (“Santander”) has agreed to do to put things right for him after it agreed that it shouldn’t have allowed him to continue using his overdraft in the way that he did from March 2019 onwards. Background After receiving... (4 pages)View decision -
Decision Reference DRN-5886875
16 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5886875 The complaint Miss C complains that Santander UK Plc gave her incorrect information in relation to her overdraft facility. What happened Miss C took out an account with Santander that had an overdraft facility; the account was initially a student account that didn’t attract... (4 pages)View decision -
Decision Reference DRN-2475529
15 Nov 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2475529 The complaint Mr C complained about Santander UK Plc. He said that someone had tried to set up a direct debit fraudulently on his account, which he reported to Santander. Mr C said Santander hadn’t phoned hm back, and instead had later closed his account without notifying him. ... (4 pages)View decision
