'Improving the service we offer at Santander UK is our top priority and we've been working hard to deliver a great customer experience. We have reduced Banking complaints by 20% from the first half of 2012, and over 9 out of 10 customers are now satisfied with the service they receive, as measured in our monthly survey of over 10,000 customers. We do have more to do and continue to focus relentlessly on improving the levels of service we provide to our customers'.
Steve Pateman, Head of UK Banking
Committed to our Customers
We are always disappointed when one of our customers feels the need to complain, but where we have made a mistake, we work hard to resolve it and, of course, say sorry.
Whilst we are pleased that the Financial Research Survey* (the recognised benchmark in customer service amongst banks) shows Santander made the largest improvement in customer satisfaction compared with our competitors in 2012, and that complaints have fallen from the first half of 2012 to the second half, we know we have more to do to ensure all out customers receive the experience they expect from Santander.
Our commitment to our customers produced some encouraging results:
Whilst we are pleased that we have made progress and that this is being recognised, we know that there is still much to do. We constantly monitor our complaints process to ensure we resolve issues quickly when they do arise, while getting the correct outcome for our customers.
Every six months, Santander, along with all the major banks and building societies publishes details of the volume of complaints reportable to the Financial Services Authority.
*The Financial Research Survey ('FRS') is an independent monthly survey of circa 5,000 consumers covering the personal finance sector, run by GfK. Overall Satisfaction score refers to proportion of extremely and very satisfied customers across mortgages, savings, main current accounts, home insurance and UPLs. 3 months ending data January and December 2012. Competitor set includes Barclays, Halifax, HSBC, Lloyds TSB, Nationwide and NatWest.
Click on the links below to see complaints data from previous years: