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Santander UK Plc
Legal entity: Santander UK Plc
Group: Santander
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 02294747, incorporated September 1988
7,375banking decisions
25.4%uphold rate
5,504not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 7,375 | 25.4% |
| Payment protection insurance | 975 | 43.3% |
| Investments and pensions | 214 | 21.5% |
| Insurance (excluding PPI) | 57 | 19.3% |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| APP scam refund refused | 1,327 | 348 | 26.2% |
| Complaint handling | 971 | 389 | 40.1% |
| Mortgage administration | 907 | 269 | 29.7% |
| Service failure | 902 | 376 | 41.7% |
| Charges and fees | 867 | 199 | 23.0% |
| Account closed or refused | 728 | 143 | 19.6% |
| Credit file reporting | 618 | 183 | 29.6% |
| Funds blocked or frozen | 549 | 149 | 27.1% |
| Unauthorised transaction | 507 | 121 | 23.9% |
| Payment delayed or failed | 467 | 142 | 30.4% |
| Card dispute or chargeback | 437 | 102 | 23.3% |
| Treatment in financial difficulty | 385 | 107 | 27.8% |
| Interest and rates | 327 | 68 | 20.8% |
| Irresponsible lending | 304 | 78 | 25.7% |
| Product mis-sold | 289 | 57 | 19.7% |
| Support for vulnerable customers | 267 | 100 | 37.5% |
| Identity checks and access | 175 | 43 | 24.6% |
| Data and privacy | 121 | 45 | 37.2% |
| Bereavement and power of attorney | 105 | 32 | 30.5% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 45.1% | 60,432 | 62,482 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 47.3% | 57,110 | 55,350 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 48.1% | 59,173 | 59,737 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 48.9% | 60,720 | 60,610 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 48.8% | 64,910 | 65,223 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 46.5% | 72,157 | 72,431 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 46.0% | 79,457 | 78,938 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 41.6% | 74,844 | 74,412 | — |
| FOS | 2025-H2 | 24.5% | — | — | 4,825 |
| FOS | 2025-H1 | 32.8% | — | — | 2,579 |
| FOS | 2024-H2 | 35.0% | — | — | 2,829 |
| FOS | 2024-H1 | 36.2% | — | — | 2,803 |
| FOS | 2023-H2 | 35.2% | — | — | 2,613 |
| FOS | 2023-H1 | 40.4% | — | — | 3,059 |
| FOS | 2022-H2 | 42.0% | — | — | 2,532 |
| FOS | 2022-H1 | 38.6% | — | — | 2,087 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 8 Dec 2022 | £107,793,300 | This Final Notice refers to breaches of PRIN 3 related to the risk of financial crime in the Retail Banking sector. We imposed a financial penalty. |
| 19 Dec 2018 | £32,817,800 | This final notice (Santander UK plc) refers to breaches of PRIN 3, PRIN 6 and PRIN 11 related to governance, unfair treatment of customers, failing to act on information appropriately and failing to be open and co-operative in the retail bank sector. We imposed a fine. |
Context
Open Banking API availability
Mean of the unweighted figure across endpoint categories, as published by Open Banking. Unweighted takes the worst endpoint per day, so it reflects what a customer hits rather than a volume-weighted average that healthy endpoints can carry.
2026-07: 100.00%
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.