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 DRN9471068
5 Jan 2017 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc imposed an unfair charge on his current account.backgroundOn 10 May a direct debit left Mr S’s account which made him overdrawn. He moved money into the account that day to clear the overdraft, but Santander says this took place a... (2 pages)View decision -
Decision Reference DRN-4271075
14 Nov 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4271075 The complaint Ms B, as executor, has brought a complaint on behalf of the estate of the late Ms S, about Santander UK Plc not refunding transactions which Ms B says were unauthorised. What happened Ms B has explained that Ms S was housebound, so between 2019 and 2023 Ms S allow... (3 pages)View decision -
Decision Reference DRN9750057
14 Feb 2017 Santander UK Plc Not upheldBanking and creditMr W says that Santander UK Plc (Santander) applied a default to his account unfairly and without warning.backgroundMr W held a credit card account with Santander. In 2013, he had a gap year abroad, and says he informed Santander about this before leaving. A couple o... (2 pages)View decision -
Decision Reference DRN2281650
3 Jun 2019 Santander UK Plc Not upheldBanking and creditMr S is unhappy that Santander UK Plc has recorded adverse information on his credit file.backgroundMr S went overdrawn on his Santander account. He says it’s an account he barely used and although he’d set up text alerts he didn’t receive any. He says this resul... (2 pages)View decision -
Decision Reference DRN9842759
13 Feb 2014 Santander UK Plc Not upheldBanking and creditMrs T complains that Santander UK plc did not switch her current account properly so it went overdrawn adversely affecting her credit record. backgroundIn 2011 Mrs T asked Santander to switch her current account from another bank. Santander transferred the direct debits and paid them whe... (1 page)View decision -
Decision Reference DRN-5719999
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5719999 The complaint Mr S complains that Santander UK Plc (Santander) was irresponsible in its management of his personal current account overdraft, as it failed to recognise that he was experiencing issues with problem gambling. What happened Mr S held a personal current account ... (4 pages)View decision -
Decision Reference DRN4622267
19 Jul 2016 Santander UK Plc Not upheldBanking and creditMr A complains that Santander UK plc wrongly applied charges to his account. And putadverse information on his credit file. He wants charges of £927 refunded. His credit fileamended. And compensation for distress. backgroundMr A says in 2011 he told Santander he ... (2 pages)View decision -
Decision Reference DRN-3458329
28 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3458329 The complaint The estate of Mrs T complains that Santander UK Plc allowed the late Mrs T to carry out gambling transactions on her account which they should have identified and prevented. The estate of Mrs T wants the gambling transactions, and any associated charges, refunded.... (3 pages)View decision -
Decision Reference DRN4492793
30 Jun 2015 Santander UK Plc Not upheldBanking and creditMr R and Mrs S complain that Santander UK plc gave them wrong information about direct debit payments due to go out of their account. Because of this they incurred charges and their credit file was affected. They’d like compensation.backgroundMr R says Mrs S went... (2 pages)View decision -
Decision Reference DRN-4861484
19 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4861484 The complaint Mrs R complains that Santander UK Plc hasn’t protected her from money being misappropriated from her account. Mrs R’s son is her attorney under an Enduring Power of Attorney who has consented to Mrs R being represented in this complaint by Ms C (her daughter). Wha... (6 pages)View decision
