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.
To make a complaint, call us on 0845 600 6014 (0345 600 6014 from a mobile), 8am to 6pm Monday to Friday and 9am to 4pm on Saturdays.
View our call charges
Payment Protection Insurance (PPI) complaints
We have more information below about PPI and a specialist team dedicated to resolving PPI complaints. Take a look at the PPI tab below to find out more.
All other complaints
The best way for us to understand and resolve your complaint is for you to call us on 0845 600 6014 (0345 600 6014 from a mobile). We're open 8am to 6pm Monday to Friday and 9am to 4pm on Saturdays.
We can resolve most complaints while you're on the phone.
Alternatively, if calling isn't convenient you can:
We'll do everything we can to resolve your complaint as soon as we receive it.
When we need to investigate further
Occasionally, for more complex issues, we 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'll keep you updated of the progress throughout our investigation.
If you need an update, or to give us some more information about an existing complaint, you can call us on 0845 600 6014 (0345 600 6014 from a mobile). We're open 8am to 6pm Monday to Friday and 8am to 4pm on Saturdays.
Alternatively, you can:
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.
If you're not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman.
The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.
For the Ombudsman to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.
We'll send you full details about the Financial Ombudsman Service with our final decision letter.
Contacting the Financial Ombudsman Service
Phone: 0800 0 234 567 (free from fixed lines) or 0300 123 9 123 (free for mobile users who pay a monthly charge for calls to numbers starting 01 or 02).
Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
"Helping communities prosper through providing simple, personal, and fair banking for UK households and businesses is at the heart of our strategy. Improving the service we offer at Santander UK is essential for us to implement this strategy and we've been working hard to deliver a great customer experience. Whilst we have reduced overall complaints by 19% for the second half of 2014 compared to the second half of 2013, we know we have more to do, and we will continue to focus relentlessly on improving the levels of service to ensure we deliver a great customer experience."
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.
Improved customer satisfaction
Whilst we are pleased that the Financial Research Survey (the recognised benchmark in customer service amongst banks) shows Santander was the most improved bank for overall satisfaction between December 2012 and December 2014*, and that overall FCA reportable complaints have fallen by 19% for the second half of 2014 compared to the same period for 2013, we know we have more to do to ensure all our customers receive the experience they expect from Santander.
In addition to a reduction in overall complaints, when comparing the same periods Santander also saw a decrease in FCA reportable complaints for Payment Protection Insurance, down by 10%, Home Finance, down by 21%, and Decumulation, Life and Pensions, down by 44%.
Our commitment to our customers produced some encouraging results:
Our banking complaints fell by 23% for the second half of 2014 when compared to the second half of 2013.
Influential website moneysavingexpert.com's most recent poll of customer satisfaction (August 2014) shows Santander customers rank their satisfaction with us higher than any of our main high street banking competitors and second highest overall.
3.6 million customers have now joined the 1|2|3 World, with 276,000 customers switching their current account to Santander UK from other providers in 2014 – that’s over 5,000 every week.
We've still got more to do
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, whilst getting the correct outcome for our customers.
Follow our results
Every six months, Santander, along with all the major banks and building societies publishes details of the volume of complaints reportable to the Financial Conduct Authority.
*The Financial Research Survey (‘FRS’) is a monthly personal finance survey of around 5,000 consumers prepared by the independent market research agency, GfK NOP. The ‘Overall Satisfaction’ score refers to proportion of extremely and very satisfied customers across mortgages, savings, main current accounts, home insurance, UPLs and credit cards, based on a weighting of those products calculated to reflect the average product distribution across Santander UK and competitor brands. Data is for the 12 months ending 31 December 2012 and 12 months ending 31 December 2014. The competitor set included in this analysis is Barclays, Halifax, HSBC, Lloyds Bank (including Lloyds TSB) and NatWest.