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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 0800 171 2171.

 

Lines are open 8am to 8pm Monday to Friday and 8am to 2pm Saturdays. 

View our call charges

  •  

    The best way for us to understand and resolve your complaint is for you to call us on 0800 171 2171.
    Lines are open 8am to 8pm Monday to Friday and 8am to 2pm 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.

     

    If we can resolve your complaint within three business days following the day we received it, we'll send you confirmation of this and we'll also let you know about the Financial Ombudsman Service (FOS) at this time.

     

    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. It will also provide information about the FOS.

  • We aim to resolve all complaints as quickly as possible and specific timescales apply to certain types of complaints:

    Complaints relating to payments in or out of your account:

    These include complaints about making or receiving payments on your Current Account, Credit Card or Instant Access Savings account.
     

    • We’ll send you our final response as soon as we’ve completed our investigation. We have 15 days to resolve these complaints.
    • If there are exceptional circumstances we may take longer than 15 days to investigate your complaint, we’ll however resolve all payment complaints within 35 days. We’ll write to you to let you know if we need longer than 15 days, we’ll also send you details about how to refer the matter to the Financial Ombudsman if you would prefer not to wait for us to finish investigating your complaint.


    All other complaints:
     

    • Although we have 56 days to resolve your complaint, we’ll send you our final response as soon as we’ve completed our investigation.
    • We’ll also keep you informed in writing along the way so you’ll know when to expect to hear from us.
    • If we haven’t been able to finalise our investigation by 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finalised our investigation.
  • 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 0800 171 2171.
    Lines are open 8am to 8pm Monday to Friday and 8am to 2pm 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.
  • If you don't agree with our resolution of your complaint and you'd like to take it further, you can ask the Financial Ombudsman Service (FOS) to look into it. This is a free, independent and impartial service that helps resolve disputes. 

     

    Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where:

    • You haven't complained to us first, to give us the chance to put things right.
    • You have complained to us, but we haven’t given you our Final Response yet and we’re still within our timescales.

     

    We'll send you the full details of our decision in our Final Response, including your right to refer your complaint to the FOS. If you do so, it should be within 6 months of the date on our Final Response.

     

    Web: www.financial-ombudsman.org.uk
    Email: complaint.info@financial-ombudsman.org.uk
    Phone: 0800 0 234 567 (free from UK landlines and mobiles)
    Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

     

    EU Online Dispute Resolution (ODR)
    If you purchased your product or service with us online and you live in the EU, you can submit your complaint to the FOS via the European Commission's Online Dispute Resolution platform.

     

    While you're free to use this route, we recommend you contact the FOS directly using the details above, as this will save you time. Their website also has an online form: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

     

    You can access the Online Dispute Resolution platform at https://ec.europa.eu/odr and you'll need to quote our ODR mailbox: ODRreferral@santander.co.uk

     

  • Santander publishes the number of complaints it has reported to the Financial Conduct Authority. This information relates to Santander UK plc, and can be viewed by clicking here Complaints Data.

Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.