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Santander UK complaints down
Santander in the UK received 245,000 complaints in the six month period to June 2010.
This figure is down 7% on the same period in 2009 and is equivalent to around 1,300 complaints per day. Around 7 out of every 10 complaints were dealt with within 48 hours and only 2% were outstanding for more than 8 weeks. Over 4 out 10 complaints were upheld in favour of the customer.
Santander is going through a period of growth and business integration. Some customers as a result are experiencing more issues. The bank said it has made available more support to its staff in branches and call centres by way of a guide to the top issues and how these should be fixed plus immediate access to an experienced central expert team to help resolve customer issues and complaints.
Steve Williams, director of service quality and complaints commented: "Whilst we are pleased that the volume of complaints received has decreased from the same time last year, we know we need to do more. Improving service quality remains a priority for Santander, as we don't want any customer to be disappointed by the experience they receive from banking with us."
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henry power & ellen power wrote:
We are not surprised at the number of complaints about Santander..We took out a mortgage many years ago with Abbey National and remained very happy with that company..however since Santander chose to take over Abbey we have had nothing but trouble mostly to do with paying our mortgage, firstly they took our mortgage ok then one day they demanded that I write my mortgage cheque, on my own cheques, made out to myself, as Santander could no longer take cheques made out to Santander as they had in the past, subsequently they refused my cheques and refused to give me a letter stating that they were refusing to take my cheques for payment of my mortgage, I then started paying the mortgage by cash and now they tell me they can no longer take cash but only cheques...This is a ridiculous situation leaving your company with an extremely unhappy customer...I do not suppose for one minute i will receive a satisfactory end to this situation, Abbey was a fine company with many good staff whom I considered friends, more than I can say for many of the present company and staff..Mr&Mrs H Power
24 January 2011 20:06:53 GMT