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 DRN0213849
4 Nov 2014 Santander UK Plc Not upheldBanking and creditMr C complains about Santander UK Plc’s customer service. He is also unhappy about the charges it applied to his account after he asked for his account to be closed, and adverse information it has recorded on his credit file.background Mr C makes a number of complaints. The main ones are... (2 pages)View decision -
Decision Reference DRN9668376
2 Mar 2020 Santander UK Plc Not upheldBanking and creditMr S has complained that Santander UK Plc won’t refund a withdrawal he says he didn’t make or otherwise authorise.what happenedOn 1 December 2018 at 13:55, Mr S bought petrol using his card and PIN. At 17:11, his card and PIN were used to withdraw £220, emptying his account.Mr S checked hi... (4 pages)View decision -
Decision Reference DRN5270197
8 Mar 2018 Santander UK Plc Not upheldBanking and creditMr S complains about the service provided by Santander UK Plc and that it has made a number of mistakes in dealing with his account.backgroundMr S has raised a number of issues with Santander since September 2017. His direct debit was returned unpaid and his insuran... (2 pages)View decision -
Decision Reference DRN3092500
20 Mar 2014 Santander UK Plc Not upheldBanking and creditMr N complains that Santander UK plc unfairly withdrew his current account banking facilities but continued to apply charges to his account. backgroundSantander withdrew Mr N’s banking facilities when it had investigated what it thought were suspicious transactions on his account. Severa... (2 pages)View decision -
Decision Reference DRN-3355986
10 Mar 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3355986 The complaint Mr C complains that he was mis-sold a finance agreement with Santander Consumer (UK) Plc when acquiring a new car. He says that his signature was forged in respect of the mileage allowance, which was much lower than he’d required. Mr C also says that Santander mis... (7 pages)View decision -
Decision Reference DRN2084233
26 Jun 2013 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK plc did not cancel his direct debit to the Economist on 30 September 2011 as he instructed. This resulted in charges and adverse data being recorded on his credit file when the money was debited and there was not enough money in the account. our in... (2 pages)View decision -
Decision Reference DRN4329994
13 Nov 2013 Santander UK Plc UpheldBanking and creditMr C complains that Santander UK plc has wrongly recorded adverse information on his credit file.our initial conclusionsOur adjudicators ultimately recommended that the complaint should be upheld, because there had been a misunderstanding between Mr C and the bank when he opened ... (2 pages)View decision -
Decision Reference DRN9334157
30 Sep 2013 Santander UK Plc Not upheldBanking and creditMr K complains that, as Santander UK plc did not arrange for his salary to be paid into his new account when he switched his account, unreasonable charges and a default have been applied.our initial conclusionsMr K arranged to switch his account in July 2010. He says that he was un... (2 pages)View decision -
Decision Reference DRN-5640074
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5640074 The complaint Mr F complains that Santander UK Plc cancelled his standing order and transferred his account to a debt collection agency. What happened Mr F says Santander had paid him compensation back in 2016 when it failed to allocate payments to his credit card. He says ... (2 pages)View decision -
Decision Reference DRN5037635
24 Jun 2019 Financial Insurance Company Limited Not upheldPayment protection insurance (PPI)This final decision is issued by me, Nimish Patel, an Ombudsman with the Financial Ombudsman Service. I issued a Provisional Decision on 16 May 2019 (“the Provisional Decision”) explaining that I was not minded to uphold the complaint and setting out my reasons for reaching those provisio... (26 pages)View decision
