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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 0345 600 6014.

Lines are open 8am to 8pm Monday to Friday and 9am to 4pm Saturdays.
View our call charges

  • Payment Protection Insurance (PPI) complaints
    You'll find more information about how to complain about the PPI policy you bought from Santander in the PPI section below.

     

    All other complaints:

     

    The best way for us to understand and resolve your complaint is for you to call us on 0345 600 6014.
    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 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 0345 600 6014.
    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:

  • "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.
     

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