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 DRN3988732
20 Dec 2013 Santander UK Plc Not upheldBanking and creditMs A complains that she received poor customer service from Santander UK Plc after cheques deposited to her account bounced. She also complains about the charges and restrictions that were placed on her account. backgroundMs A has a number of accounts with Santander. In January 2012, ... (3 pages)View decision -
Decision Reference DRN2242662
30 Sep 2014 Santander UK Plc UpheldBanking and creditMr Z complains that Santander UK Plc debited his account without notice following an unsuccessful attempt to recover a disputed debit card payment. backgroundIn 2011 Mr Z made a card purchase online. He then discovered that the business had taken more than he believed he had agreed to... (2 pages)View decision -
Decision Reference DRN4615131
11 Apr 2016 Santander UK Plc UpheldBanking and creditMr S and Ms T are complaining about Santander UK Plc (Santander). They’re unhappy with charges and interest that were applied to their joint account and Ms T’s sole account while they were experiencing financial difficulties. They would like a refund of the charges ... (3 pages)View decision -
Decision Reference DRN9411219
11 Dec 2013 Santander UK Plc Not upheldBanking and creditMr N complains that Santander UK Plc made mistakes with direct debits from his current account.backgroundMr N contacted Santander to cancel direct debits set up on his current account so he could prevent the account from going overdrawn. Mr N says the bank failed to follow his instructio... (1 page)View decision -
Decision Reference DRN-5910063
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5910063 The complaint Miss M says Santander UK Plc (‘Santander’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that the credit limit increases in 2018 and 2019 caused her financial ... (5 pages)View decision -
Decision Reference DRN3615752
29 Jul 2014 Santander UK Plc Not upheldBanking and creditMiss C complains that Santander UK Plc mis-sold her a loan, failed to credit payments she made, closed her account, placed a default notice on her credit file and transferred her debt to a third party. backgroundMiss C graduated from university in 2007 and was encountering financial d... (2 pages)View decision -
Decision Reference DRN2309128
24 Jun 2016 Santander UK Plc Not upheldBanking and creditMiss B complains that Santander UK Plc hasn’t treated her fairly.backgroundMiss B raised the following complaints with this service: Santander misled her when she changed accounts as Miss B thought direct debits and standing orders would transfer automatically. As thi... (2 pages)View decision -
Decision Reference DRN2071492
6 Nov 2014 Santander UK Plc Not upheldInsurance (excluding PPI)Mr D complains that Santander UK Plc mis-sold him a card protection policy. Mr D says the policy caused him to become overdrawn and incur charges which led to him losing out on an education opportunity due to a bad credit rating.backgroundIn 2003 a card protection insurance policy was ... (2 pages)View decision -
Decision Reference DRN-3054042
28 Oct 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3054042 The complaint Mr L said that ill health had affected his income, so he’d entered into a debt management plan, and reached an agreement to repay Santander UK Plc as part of that. But he said that Santander was trying to change this agreement, which wasn’t fair or lawful. What ha... (3 pages)View decision -
Decision Reference DRN5208688
19 Apr 2013 Santander UK Plc Not upheldBanking and creditMs and Mr A complain about the unreasonable charges that Santander applied to their account.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. He said that as all of the charges applied to Ms and Mr A’s account had been in line with th... (2 pages)View decision
