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 promptly and fairly.
Please choose from the following options:
> I want to tell you about a new issue or problem.
> I want to follow up on an existing issue or problem.
> I want to contact the Financial Ombudsman Service
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To tell us if you have a new issue or problem:
If you select this option, we are open 8am - 8pm Monday to Saturday and 8am - 6pm Sundays.
If you are calling from outside the UK, call +44 1908 375039.
Text Relay: 18001 0845 6006014.
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 telephone numbers when you raise your complaint.
You can also contact us:
In Branch: You can raise your complaint at any of our branches across the country. Find a branch
In writing:
Complaints
Santander UK PLC
PO Box 1125
BRADFORD
BD1 9PG
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.
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To follow up on an existing issue or problem, or discuss our decision about your complaint:
If you do not agree with our resolution of your complaint, you can contact our Central Complaints Department by:
Telephone: 0845 600 6014 (select option 2)
If you select this option, we are open 9am - 5pm Monday to Friday.
If you are calling from outside the UK, call +44 1908 375039. Select option 2
Text Relay: 18001 0845 6006014
Email: complaints@santander.co.uk
In Writing:
Complaints
Santander UK PLC
PO Box 1125
BRADFORD
BD1 9PG
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To contact the Financial Ombudsman Service:
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 Financial Ombudsman Service. 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 email:
complaint.info@financial-ombudsman.org.uk
or write to them at:
Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London
E14 9SR
0800 0 234 567 free for people phoning from a "fixed line" (for example, a landline at home)
OR
0300 123 9 123 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.
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