Santander provides full complaints handling accessible initially by telephone on 0844 409 8520. If your complaint cannot be resolved at this stage, a series of steps to take and other contact options are available.
Santander UK, comprised of three former British building societies, is a massive business with some 1,300 branches in the UK.
Spanish-owned Santander UK Plc was established in the UK in 2010 when its group-owned businesses Abbey National and Bradford & Bingley were combined and re-branded under the Santander name with Alliance & Leicester following shortly after.
Serving some 25 million customers, Santander are now the third largest bank in the UK defined by value of deposits and the fourth largest based on number of branches. Although Santander is relatively new as a UK business, the three group-owned building societies all have roots dating back to the latter part of the nineteenth century.
After a period of poor customer service (according to independent rankings), Santander has improved to the point where its retail banking suite of products, branded '123', was rated third in 2013.
You should call Santander's complaints line in the first instance on 0844 409 8520. Lines are open from 8.00am - 6.00pm Monday - Friday and 9.00am - 4.00pm Saturdays. If this does not resolve matters, then further steps can be taken. Further information is on the website along with details of alternative contact options such as contact form, email and visiting your local branch.
There is a separate line of communication accessed from the 'making a complaint section' of the website if you wish to raise a complaint regarding PPI (payment protection insurance).
The telephone number is the same as the above general complaints line (0844 409 8520) but you select the relevant PPI option from the menu. Line opening times for PPI complaints are 9.00 am - 5.00pm Monday - Friday.
If Santander do not resolve your complaint to your satisfaction, you can contact the Financial Ombudsman (details below). Before doing so, you MUST have followed Santander's complaints procedure to the point where you have received a 'final decision' letter from them.
'123' banking/financial services range. Abbey National, Brandford & Bingley, Alliance & Leicester (all rebranded under Santander). Cahoot (online-only banking division).
A range of banking services for retail, business and corporate customers. Mortgages, savings and investments, insurance products including life cover, loans and credit cards.
Complaints line: 0844 409 8520
Santander UK PLC
PO Box 1125
183 Marsh Wall
Calls cost 5p per minute plus your phone companies access charge.
A new Banking Standards Review Council is set to launch which will oversee the behaviour and competence of the industry. Sir Richard Lambert who is acting as interim chairman has set out the BSRC proposal. The body will be funded by the banking industry and early adopters include HSBC, Barclays, Lloyds, Nationwide, RBS, Standard Charter and Santander.