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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.

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.
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  • 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).

    • Email: complaint.info@financial-ombudsman.org.uk

    • 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. We have reduced overall complaints by 32% in the last twelve months and whilst we know we have more to do, we continue to focus relentlessly on improving the levels of service to ensure we deliver a great customer experience."

     

    Steve Pateman, Head of UK Banking

  • 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 made the largest improvement in customer satisfaction vs top three competitors from June 2013 to June 2014*, and that overall complaints have fallen by 32% over the last twelve months, we know we have more to do to ensure all our customers receive the experience they expect from Santander.

     

    Decrease in PPI complaints 

    We have seen a large decrease in the number of Payment Protection Insurance complaints, with a 50% reduction over the last twelve months of GI & Pure Protection complaints from 60,051 in the first half of 2013 to 30,234 in the first half of 2014.

     

    Our commitment to our customers produced some encouraging results:

    • Our banking complaints fell by 25% between the first half of 2014 and the first half of 2013. Improvements to prevent errors happening in the first place contributed to this.

    • 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 million customers have now joined the 1|2|3 World, with 132,900 customers switching their current account to Santander UK from other providers in H1 2014 - that is 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, while 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. You’ll find our results in the next section.

     

    *The Financial Research Survey ('FRS') is an independent monthly survey of circa 5,000 consumers covering the personal finance sector, run by GfK. 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 and competitor brands. 12 months ending 30 June 2013 data and 12 months ending 30 June 2014 data. Competitor set includes Barclays, Halifax, HSBC, Lloyds Bank (including Lloyds TSB) and NatWest. Top 3 competitors based on highest overall satisfaction scores at June 2014.

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