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 DRN0834737
25 Oct 2017 Santander UK Plc UpheldBanking and creditMr S complains that Santander UK Plc allowed a third party to take money from his account when he had cancelled the Direct Debits.backgroundMr S had set up a Direct Debit with Santander to pay a third party. Mr S’s business relationship with the third party ended a... (2 pages)View decision -
Decision Reference DRN2771565
2 Feb 2015 Santander UK Plc Not upheldBanking and creditMs C seeks a refund from Santander UK Plc (“the bank”) of charges placed on her account, on the basis that they are excessive and she is in financial difficulties.background Ms C is seeking a refund of charges on her account from September 2013. She says that they have been excessive,... (2 pages)View decision -
Decision Reference DRN7548141
17 Jun 2014 Santander UK Plc Not upheldBanking and creditMr B complains about a cash withdrawal he says he attempted to make on his account with Santander UK Plc. He says that the cash did not dispense from the machine, yet his account has been debited. He would like the bank to refund the value of the transaction with interest and to reverse... (2 pages)View decision -
Decision Reference DRN7446077
23 Oct 2017 TSB Bank plc Not upheldBanking and creditMs R complains that TSB Bank plc (TSB) won’t refund money she lost when she was the victim of a scam. backgroundMs R received a call in July 2016 from someone she thought was from TSB. Unfortunately, this was actually a fraudster. The fraudster told Ms R the money... (5 pages)View decision -
Decision Reference DRN9919867
31 Oct 2014 Santander UK Plc Not upheldBanking and creditMiss A complains about charges applied to her account by Santander UK Plc. She would like it to refund charges and interest of £3,671.15.backgroundMiss A says because of a drop in her income she fell into financial hardship. And as she did not have enough money in her account, items were... (2 pages)View decision -
Decision Reference DRN6113164
21 Jan 2020 Santander UK Plc UpheldBanking and creditComplaintMr K complains that Santander UK Plc unfairly started litigation proceedings against him when his contractual repayments didn’t reach his mortgage account.BackgroundMr K had a mortgage with Santander which was paid monthly by direct debit. In November 2018, Mr K changed the bank a... (3 pages)View decision -
Decision Reference DRN4643528
1 Feb 2019 Santander UK Plc UpheldBanking and creditMr M is unhappy with Santander UK Plc’s decision not to refund money taken from his account as part of a scam.background In setting out the background to this complaint I think it’s worth stating that all parties accept that Mr M has been the victim of a cruel scam ... (12 pages)View decision -
Decision Reference DRN-3997341
1 Mar 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3997341 The complaint Miss O has complained that Santander UK Plc registered a marker against her at CIFAS, the national fraud database. What happened Miss O had a current account with Santander. In July 2020, she opened a savings account too. In August 2020, Miss O’s savings account r... (5 pages)View decision -
Decision Reference DRN-5840336
25 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5840336 The complaint Mrs W complains that Santander UK Plc lent irresponsibly when it approved a credit card application. Mrs W also complains that Santander lent irresponsibly when it later approved a loan application. What happened The background to this complaint and my initial... (4 pages)View decision -
Decision Reference DRN9480639
10 Apr 2014 Santander UK Plc UpheldBanking and creditMr D complains that Santander UK Plc (trading as Cahoot) recorded a default on his credit file without notifying him. He says he thought he’d settled his account and didn’t realise the debt existed. He complains that the charges applied after he thought the account was settled are unfair... (2 pages)View decision
