(FCA COMPLAINTS DATA – 1 January – 30 June 2019)
Figures published today by Santander UK show there were 172,332 complaints received by the bank between 1 January and 30 June 2019.
The bank, which has 15 million active customers in the UK, reported 112,585 complaints about banking in the first half of 2019, a decrease of seven percent on the previous six-month period.
Overall complaint numbers saw a slight increase of just over two per cent when compared to the previous reporting period, resulting from an increase in PPI Complaints ahead of the 29 August 2019 deadline.
A full breakdown of the complaints received can be seen in the following chart1:
Reza Attar-Zadeh, Head of Customer Interactions at Santander said: “Every complaint is an opportunity to see how we at Santander can do things better for our customers.
“While it’s encouraging to see the results that this focus is having on some areas of complaints, there is always more that can be done to ensure that we deliver the best possible service across all areas of the bank.”
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Notes to Editors:
- We put the complaints figures into context using ‘per 1000’ metrics so that comparisons can be made across firms of different sizes.
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 2019, the bank has around 24,000 employees. It serves around 15 million active customers, via a nationwide branch network, telephone, mobile and online banking; and 62 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’ eligible deposits are protected by the Financial Services Compensation Scheme (FSCS) in the UK.
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 presence in 10 core markets in Europe and the Americas, and is the largest bank in the euro zone by market capitalization. At the end of June 2019, Banco Santander had EUR 1.03 trillion in customer funds (deposits and mutual funds), 142 million customers, 13,000 branches and 200,000 employees. Banco Santander made underlying profit of EUR 4,045 million in the first half of 2019, an increase of 2% in constant euros compared to the same period last year.
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