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Complaints

Let us put things right

Making a complaint

We're sorry if we haven’t provided you with the service you expect. By telling us about it we can put things right for you and make improvements.

 

We want to sort things out for you as soon as we can. The easiest and quickest way is by talking to us about your concern. Please call our dedicated complaints team on 0800 171 2171.

 

Lines are open 8am to 8pm Monday to Friday and 8am to 2pm Saturdays. 

View our call charges

  •  

    The best way for us to understand and resolve your complaint is for you to call us on 0800 171 2171.
    Lines are open 8am to 8pm Monday to Friday and 8am to 2pm Saturdays.
    We can resolve most complaints while you're on the phone.
    View call charges

      If you would prefer to use our online services to explain what has gone wrong and how you would like us to fix this for you, please send us a secure message by logging on to online banking and using our secure message service.
     

    If you would like to speak to one of our team in person, come and see us in branch.
    Find your nearest branch

     

    If this is convenient, please write to us explaining what has gone wrong and how you would like us to fix this. Please include as much detail as possible. We might need more information to help with our investigation, so you should also include your contact number and a convenient time to call you.
    Write to us at:
    Complaints, Santander UK PLC, PO Box 1125, Bradford BD1 9PG

     

  • To help us investigate and resolve your complaint, please make sure you include:

    • Your name and address

    • Your account details

    • A description of your complaint and how you have been affected

    • When your issue happened

    • A contact number (or other preferred method of contact) and a convenient time to contact you.

    Why do we need this information?

     

    We want to be able to understand what has gone wrong. It is also really important that your complaint reaches the right person, who can investigate and fix the situation to get you back to the position you would have been in had the issue not occurred.

     

    Your contact details will help us to get hold of you should we need to discuss your complaint, especially if we need any further information. Remember, calls from us may appear as unknown or withheld numbers.

  • We promise to do everything we can to resolve your complaint as soon as we receive it.

     

    For more complex issues we may need more time to investigate your concerns. If this is the case, we'll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us. We will also give you a reference number should you need to contact us.

     

    We'll keep you updated of the progress throughout our investigation. We may also need to contact you for more information and where possible, we will use your preferred method of contact. Remember, calls from us may appear as unknown or withheld numbers. We will then issue you with a final response which will outline the details of our investigation, how we reached our decision and what we are going to do to put things right.

  • Please have your complaint reference number handy when you contact us. 

    If you need an update, or to give us some more information about an existing complaint, the best way is for you to call us on 0800 171 2171.
    Lines are open 8am to 8pm Monday to Friday and 9am to 4pm Saturdays.
    We can resolve most complaints while you're on the phone.
    View call charges

    If you would prefer to use our online services to explain what has gone wrong and how you would like us to fix this for you, please send us a secure message by logging on to online banking and using our secure message service.
    If you would like to speak to one of our team in person, come and see us in branch.
    Find your nearest branch

     

  • If you employ a solicitor, claims management company or third party - e.g. a financial advisor - to handle your complaint, we'll investigate your complaint in the same way as when we deal with you directly. Please be aware that:

    we don't charge to investigate your complaint

    we're not liable for any fees you need to pay for a third party's services

    if we agree with your complaint and we make a redress payment, we'll generally only make this payment directly to you.

  • At Santander we value the opportunity to fix complaints as quickly as possible. So if you have any concerns, please get in touch with us first using any of the contact details in the ‘How to complain’ section above.

     

    If for any reason you're not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.

     

    We'll send you the full details of our decision in a ‘resolution letter’, including your right to refer your complaint to the Financial Ombudsman Service.

     

    The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

     

    You can contact the Financial Ombudsman Service at:

     

    EU Online Dispute Resolution

    The European Commission has launched the Online Dispute Resolution (ODR) platform, which applies to all online retailers within the European Union (EU). The platform itself will not resolve disputes, its purpose is to route complaints about products or services purchased online to the correct independent dispute resolution service. This is mainly designed to help customers living in an EU country who have purchased a product online from a company in another EU country, where their complaint has not been resolved.

     

    We only sell our products to UK residents and as mentioned above, the Financial Ombudsman Service helps to settle disputes between us and our customers. If we haven’t been able to resolve your complaint and you want to take it further, you can complain directly to the Financial Ombudsman Service using the information above. Their website also has an online form: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

     

    Alternatively, if you originally purchased your product with us online, you could submit your complaint by using the ODR platform, in any of the official languages of the European Union, which will then be forwarded to the Financial Ombudsman Service for an independent review within 90 days. You can access the ODR platform here at http://ec.europa.eu/odr and you will need the following information about us:

     

    Our name: Santander

    Our email: ODRreferral@santander.co.uk (for data security reasons please only quote this email address when submitting a complaint via the ODR platform. To contact us directly please send us a secure message by logging on to your Online Banking)

    Our website address:  http://www.santander.co.uk/uk/index

    Our geographic address:  United Kingdom
     

  • Santander 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 here Complaints Data.

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Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.