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Complaints

We want to keep our customers happy, but sometimes we may make mistakes. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.

This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.

Raise a new complaint

You can complete our complaints form to guarantee same day receipt or you can make a complaint by calling us on 0845 600 6014 (Monday-Friday, 8am to 6pm and Saturday, 9am to 4pm).

Alternatively, you can e-mail your complaint to complaints@santander.co.uk or put it in writing to the following address:

Complaints
Santander UK PLC
PO Box 1125
Bradford
BD1 9PG

We are dedicated to resolving any complaint you have. To help us resolve your issues as quickly as possible, please ensure you give us your contact details, including your day time and mobile telephone numbers, so we can discuss your complaint with you should we need to do so.

Our promise

We promise to do everything we possibly can to resolve your complaint as soon as we receive it, whether it's face to face with one of our branch staff, over the phone or in writing.

If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

Using a solicitor, a claims management company or a third party complaint handling firm

Employing a solicitor, a claims management company or a third party such as a financial adviser does not affect how we review your complaint, however, please be aware that:

  • Santander will not charge you to investigate your complaint.
     
  • Santander will not be liable for any fees incurred if you decide to employ a third party to handle your complaint.
     
  • Santander will generally only make a payment directly to our customer if your complaint is upheld and we pay any redress.

Follow up an existing complaint

If you wish to discuss an existing complaint with us, you can call us on 0845 600 6014 (Monday-Friday 8am to 6pm and Saturday 9am to 4pm).

Alternatively, you can complete our complaints form

Contact the Financial Ombudsman Service

The Financial Ombudsman Service (Ombudsman Service) is an external body which plays a key role in the complaints process. The Financial Ombudsman is an impartial and independent organization formed to help settle individual disputes between consumers and financial services businesses without taking sides.

If we have not been able to resolve your complaint to your satisfaction once we have sent you our final decision, you may be able to refer your complaint to the FOS. They will only investigate your complaint if you have already tried to resolve it with us first or if it has been more than 8 weeks since you first raised your complaint with Santander.

You can e-mail your complaint referral to complaint.info@financial-ombudsman.org.uk or put it in writing, addressed to:

Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Alternatively, you can call them on 0800 0234 567 (free for people phoning from a "fixed line", such as a home landline)

OR

Call on 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02).

Further details about the Financial Ombudsman Service will be given with our final decision letter.

Our Ongoing Commitment

As part of our ongoing commitment to keeping our customers informed, Santander now publishes the number of complaints it has reported to the Financial Conduct Authority. This information relates to Santander UK plc, and can be viewed by clicking on the Complaints Data.