Tell us if you have an issue or problem
At Santander, we strive to keep our customers happy, but we realise that we sometimes 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.
How to raise your complaint
You can visit any of our branches across the country. Our branch staff are dedicated to
resolving any issues or concerns you have.
Alternatively you can contact us:
By telephone:
Our dedicated complaints line 0845 600 6014, option 1 or from outside the UK on + 44 1908 680 123
Text Relay: 18001 0845 600 6014
Online
Through the ‘contact us’/‘Feedback & Complaints’ section of our website www.santander.co.uk
In writing
To the address on your statement.
Please ensure you give us a telephone number we can contact you on, in case we need to get more information about the issues you are raising.
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.
However if we cannot do this as we need more time to investigate your complaint we will try to provide a full reply in a couple of days. If this is not possible we will then write to you promptly to tell you who is dealing with your complaint.
We will also keep you updated on our progress throughout our investigation of your complaint.
If you are still unhappy after you receive our response
You can contact our Central Complaint area who will independently review your case.
Their contact details are:
Telephone: 0845 600 6014, option 2 or from outside the UK on +44 1908 680123
Text Relay: 18001 0845 6006014
Email: complaints@santander.co.uk
Letter
Complaints
Santander
PO Box 5129
Milton Keynes
MK9 2YN
If you have followed the other steps on this page, you may be able to refer your complaint to the Financial Ombudsman Service.
However, they will only investigate your complaint if you have already tried to resolve it with us first. To find out more about the service they offer you can go to:
www.financial-ombudsman.org.uk.
Or you can contact them at:
Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London E14 9SR
0845 080 1800
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