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 DRN4703597
18 Oct 2013 Santander UK Plc Not upheldBanking and creditMrs A complains that Santander UK plc allowed a transaction from her current account when she did not have enough money in the account to cover it.backgroundWhen Mrs A was not in a position to book some flights for a break away, her friend offered to do this for her.She gave her... (2 pages)View decision -
Decision Reference DRN9232876
31 Mar 2014 Santander UK Plc UpheldBanking and creditMr B complains about how Santander UK plc managed his account after he switched to another bank.our initial conclusionsOur adjudicator recommended the complaint should be upheld. She thought Mr B could have done more to lessen the amount owed, but that Santander should have defaul... (2 pages)View decision -
Decision Reference DRN0910938
25 May 2017 Santander UK Plc Not upheldBanking and creditMiss S complains that Santander UK Plc (Santander) removed a facility which enabled her to manage her overdraft online and that this is causing her financial difficulty. backgroundMiss S has an arranged overdraft with Santander. Miss S was able to make adjustments to... (2 pages)View decision -
Decision Reference DRN9607159
21 Mar 2017 Santander UK Plc Not upheldBanking and creditMr H complains that the bank charges Santander UK Plc has applied to his account are disproportionate and unfair. He wants Santander to refund all its charges over the last six years.backgroundMr H is now in financial difficulties and Santander’s bank charges are ma... (2 pages)View decision -
Decision Reference DRN-5586125
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5586125 The complaint Miss H complains Santander UK Plc (“Santander”) treated her unfairly when she was in financial difficulty and defaulted her credit card account later than it should have been defaulted. What happened Miss H has a credit card account with Santander. She also ha... (4 pages)View decision -
Decision Reference DRN-3935361
30 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3935361 Complaint Miss S is unhappy that Santander UK Plc (“Santander”) changed her account to a graduate account, withdrew her overdraft and defaulted it without notifying her in advance. Background One of our adjudicators looked into Miss S’ concerns. She didn’t think that Santander ... (2 pages)View decision -
Decision Reference DRN-4921966
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921966 The complaint Mr W has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened Mr W was added to a group on a social media messaging service. It was run by scammers posing as an investment firm. They persuaded Mr W to sen... (4 pages)View decision -
Decision Reference DRN2323717
9 May 2013 Santander UK Plc Not upheldBanking and creditMr K complains about charges applied to his account after he believed he had closed it. He received no correspondence from the bank concerning the charges because, believing the account was closed, he did not notify the bank when he moved house.backgroundMr K thought he had closed his c... (2 pages)View decision -
Decision Reference DRN0174185
19 Nov 2015 Santander UK Plc Not upheldBanking and creditMr B feels that the Santander UK Plc (“Santander”) has treated him unfairly in relation to certain transactions on his account.backgroundMr B says that he has lost out because due to floor limits when he authorised transactions there was no check performed to see whet... (2 pages)View decision -
Decision Reference DRN1634540
10 Jul 2019 Santander UK Plc Not upheldBanking and creditMr G complains that Santander UK Plc charged him a monthly account fee when he changed accounts. backgroundMr G changed his account in February 2015 to a Choices account. He did this by telephone and says he didn’t receive any terms and conditions.Mr G recently noticed he’s been charged a ... (2 pages)View decision
