(FCA Complaints Data – 01 January 2017 to 30 June 2017)

In line with the FCA complaints data reporting requirements, figures published today by Santander UK reveal there were 162,529 complaints received by the bank during the first half of 2017. This is a six per cent increase on the number reported for the second half of 2016, driven by a 25 per cent increase in PPI related complaints following regulatory announcements made in March 2017.

Over recent years, Santander has simplified its processes and systems, working hard to ensure that customers have easy access to the right products to suit their needs, fulfilling our commitment to help our customers and businesses prosper, whilst being a bank that is simple personal and fair.

During the last year we have transformed our customers’ digital experience, launching a series of new products and services, including a mortgage video service allowing customers to apply for a mortgage using a video link, connecting them from a branch to a UK based Mortgage Adviser. We have also made enhancements to our ATM Network across the UK, with the launch of talking ATMs to support blind and partially sighted customers.

Enhancements have continued across our branch network, with 20 branches set to be refurbished during 2017 with state of the art digital facilities, and an innovative design to place the customer at the centre.

Our work to deliver an excellent customer experience across all channels continues to be recognised externally, with Santander recently being ranked thirteenth out of 100 in the Which? customer service survey among 100 of the UK’s largest brands. Santander has also been awarded Britain’s Top Employers 2017 certification for its outstanding employee offering.

Reza Attar-Zadeh, Managing Director of Customer Experience & Complaints said: “Helping people and businesses prosper through providing simple, personal and fair banking lies at the heart of our strategy. Coupled with that, aspiring to offer customers a seamless experience and excellent service is fundamental to the way we work."

“We continue to focus on how we handle complaints, and, while we know we still have more to do we remain unwavering in our commitment to deliver an exceptional customer experience.” 


The information contained in this press release is intended solely for journalists and should not be used by consumers to make financial decisions.

Notes to Editors is a financial services provider in the UK that offers a wide range of personal and commercial financial products and services. It has brought real competition to the UK, through its innovative products for retail customers and relationship banking model for UK

1.  Numbers of complaints

Number of complaints opened by volume of business

Product /Service Group

Provision (at reporting period end date)*

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage Upheld

Main cause of complaints opened

Banking & Credit Cards

 4.7 per 1000 accounts







Other general admin / customer service

Home Finance

8.3 per 1000 balances outstanding







Other general admin / customer service

Insurance & Pure Protection**

44.1 per 1000 policies in force







Unsuitable advice

Decumulation & Pensions***








Unsuitable advice


8.4 per 1000 client accounts







Unsuitable advice

Credit Related

6.6 per 1000 loans









We put the complaints figures into context using ‘per 000’ metrics so that comparisons can be made across firms of different sizes.

Helpful notes to explain the data:

* The 'Provision' metric is used when a firm is the product provider, using the total volume of accounts held as at the end of the reporting half (30/06/2017). The 'Intermediation' metric is used when a firm is only responsible for selling the product (but isn't the provider), using the volumes of sales made during the reporting half (01/01/2017 to 30/06/2017).

** For the 'General Insurance & Pure Protection' and 'Investments' product groups, while Santander UK is responsible for selling the product, we have used the provision metric to provide more meaningful context, as we did for H1 2016

***Decumulation, life and pensions products - Santander continues to resolve complaints relating to the advice provided at point of sale for a variety of different historic group companies. Santander had stopped advising on or selling any of these products by June 2011 and they are now either owned or administered by 3rd party firms.

Santander UK is a financial services provider in the UK that offers a wide range of personal and commercial financial products and services. It has brought real competition to the UK, through its innovative products for retail customers and relationship banking model for UK SMEs. At 30 June 2017, the bank serves around 14 million active customers with c19,500 employees and operates through 826 branches (which includes 61 university branches) and 65 regional Corporate Business Centres. Santander UK is subject to the full supervision of the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) in the UK. Santander UK plc customers are protected by the Financial Services Compensation Scheme (FSCS) in the UK.  

About Us 

Banco Santander  (SAN SM, STD US, BNC LN) is a leading retail and commercial bank, founded in 1857 and headquartered in Spain. It has a meaningful market share in 10 core countries in Europe and the Americas, and is among the world’s top banks by market capitalization. At the end of June 2017, Banco Santander had EUR 1.65 trillion in managed funds, 131 million customers, 13,800 branches and 200,000 employees. Banco Santander made attributable profit of EUR 3.6 billion in the first half of 2017, an increase of 24% compared to the same period last year.

Media Enquiries
Stephanie Harris     T: 0207 756 4221     M: 07841 506 668     E: stephanie.harris@santander.co.uk
Andy Smith               T: 020 7756 4212     M: 07824 473 338     E: andy.g.smith@santander.co.uk  

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