Mother in law living alone in her eighties had a burst pipe with water leaking through ceiling. No hot water or central heating during very cold weather. As we live 250 miles away tried to urgently contact Santander who provide the house insurance which covers emergency plumbing. Attempted several different numbers but got so far then placed on hold and eventually cut off each time. Awful customer care. Not apparently a one off as it seems many others have suffered the same experience. Would recommend that prospective customers avoid this company at all costs!