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Santander clarifies complaints position

Sam Cordon

October 16, 2013

The bank pointed out that data published today by the FCA also revealed that the number of FCA reportable banking complaints it had received in the first half of 2013 fell by 23% compared to the first half of 2012 from 157,165 to 120,914.

Overall reportable complaints fell by 17% over the same period and remain significantly lower than historic levels.

Steve Pateman, head of UK banking, said: “Helping communities prosper through providing simple, personal, and fair banking for UK households and businesses is at the heart of our strategy.

“Improving the service we offer at Santander UK is essential for us to implement this strategy. That’s why we’ve been working hard to deliver a great customer experience.

“We have reduced Banking complaints by 23% from the first half of 2012, and our monthly survey of over 10,000 customers shows 9 out of 10 customers are now satisfied with the service they receive.

“We do have more to do and continue to focus relentlessly on improving the levels of service to ensure we deliver a great customer experience.

“We look forward to continuing to introduce initiatives that will continue to provide better banking.”

Santander said it also saw a large decrease in the number of Payment Protection Insurance complaints, with a 36% reduction over the last six months from 94,467 in the second half of 2012 to 60,051 in the first half of 2013.

The lender said the improvement was a result of enhancements that it had introduced in the first half of 2012 in direct response to customer feedback.

These enhancements included changes to policy on overdraft charges and, following the introduction of faster payments in January 2012, an enhanced level of communication and process around protection of customers’ accounts.

Further enhancements in 2013 included steps to simplify its product range and bank charging structure for new and existing customers.


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