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-5482495
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482495 The complaint Mr B and Mrs B complain about the decision by Santander UK Plc (“Santander”) to reduce their overdraft limit. The complaint is brought by both Mr B and Mrs B. But, for ease of reading, I’ll refer mostly to Mr B throughout this decision, as the submissions have... (3 pages)View decision -
Decision Reference DRN-2923316
30 Nov 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2923316 The complaint Mr A complains that he is being held liable for a debt on his Santander UK Plc credit card account, after he believed he’d paid off this amount. Santander say Mr A wasn’t entitled to the money used. What happened Mr A held a current account and a credit card acco... (4 pages)View decision -
Decision Reference DRN1258437
12 Feb 2019 Santander UK Plc Not upheldBanking and creditMr W has complained that after his available balance was correctly debited on his current account, several days later the available balance was then reversed. This allowed him to effectively spend money that had already been spent. He thinks Santa nder U K P lc shouldn... (4 pages)View decision -
Decision Reference DRN-1350331
20 Dec 2019 Santander UK Plc Not upheldBanking and PaymentsThe complaint Miss V complains about overdraft charges and fees applied by Santander UK Plc to her 'Everyday' current account. What happened Miss V has two current accounts with Santander - an 'Everyday' account and a '123' account. The forme... (2 pages)View decision -
Decision Reference DRN9730790
6 Oct 2017 Santander UK Plc Not upheldBanking and creditMr W complains that his Santander UK Plc card was charged for a journey when he didn’t intend to use the card to pay.backgroundMr W said that he swiped his wallet to pay for a journey, and the transport authority charged his Santander card. He said he didn’t even know... (2 pages)View decision -
Decision Reference DRN9439705
27 Mar 2019 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK Plc (“Santander”) converted his student account to a regular account without enough notice, asked him to repay his overdraft and gave poor service. backgroundMr A had a Santander student account with a £2,000 overdraft limit while he w... (3 pages)View decision -
Decision Reference DRN-4442253
15 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4442253 The complaint Mr E complains that Santander UK Plc failed to close his account when he requested and as a result he has incurred charges. What happened Mr E says that he went into his local branch of Santander in November 2022 to close his account. He thought this had been done... (2 pages)View decision -
Decision Reference DRN-1617575
27 Mar 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1617575 The complaintMiss K is unhappy with the decision taken by Santander UK Plc to remove her overdraft facility, and place a default on her current account. What happenedMiss K had a current account with Santander. Miss K’s current account included an agreed overdraft facility for ... (4 pages)View decision -
Decision Reference DRN-2425709
10 Feb 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2425709 The complaint Mr H complains that Santander UK Plc defaulted his account. What happened Mr H opened a Santander 123 student account in 2014. The account terms and conditions said that the account would automatically be converted into a graduate account when he graduated. Mr H g... (3 pages)View decision -
Decision Reference DRN5815226
23 Dec 2013 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc wrongly added charges to his account then sent the account to a collections agent. He says the bank has not offered enough compensation for his distress and inconvenience.background In May 2012 Mr B complained to Santander about charges that had be... (2 pages)View decision
