“I have now been on the phone originally for 45 minutes and now another 35 minutes trying to get historical mortgage interest for my tax return and the issue is still not resolved - I am still waiting! if you suggest your customers to go paperless and if you don’t have enough staff to man the phones then you MUST allow them access to their information! it is ridiculous that I am unable to access my mortgage interest from 2021. tax returns don’t need to be in until the end of January! you are a financial institution - you should know this information is key!”
“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!”
“Applied for a savings account at the start of October - 2.75% easy access. They emailed to say they had approved application and would be setting it up, then didn't hear anything. I chased it up and they said they had dropped the application as they had taken to long to proccess it! Like that is my fault they cant sort themselves out! And now they wont offer it anymore, they have downgraded it to a 1.8%.
Really wasted a lot of time and I could have put my money elsewhere if only I had known they were such liars and time wasters.
A good mind to take my current account to a different provider.”
“I was an hour and 20 minutes on the phone with them regarding a card dispute. Was transferred from person to person with very long waiting times, when the call was disconnected! Of course no one rang back. So trying to ring them again - I was told I was out of calling hours. I wish I did not bother calling!”
“I am disgusted with santander,they have blocked our card for no reason at all,been in branch,they haven't got a clue wants going on,our direct debits carnt be paid,been trying to get through to the number we were given,been on the phone several times for over an hour,nobody is anwsering,what can we do now?can any one give us advice.”
“Very unprofessional staff. The customer service number gets disconnected more than 80%of the time without reaching to the correct department. They don’t do the complete checks on their end and just keep customers hanging. The title of my vehicle was not submitted even after multiple follow ups.”
“Absolutely the worst bank in the world. They take your money promise you second day availability and then they hold it for another 7 days this bank is horrible do not do business with this Bank stay away from it they will pull the rug right out from under your finances without you even knowing it and laugh about it and tell you it's your problem”
“worst bank in UK for sure who steals from customer with their hidden bits, 10k loan for 60 months 278 p/m on 25% after 5 months of paying nearly £1,400 I decide to pay of this loan, so I called in as they not connectable via website online chat or even could not log in to see my loan figures, so they tell them that settlement figure is £9,919 wow!!!!! when I break down the numbers it look like I paid around £20 of the loan and £250 was for Santander scam!!! Worst decision I have ever done was taken this loan!!!!”
“I recently had a stroke and while I was in hospital someone got into my account and emptied it down to my overdraft limit. Santander blamed me despite being totally incapacitated in a hospital bed. They were completely uninterested in any proof I was in hospital and closed my account. I am now half blind and paralysed and relying on charities and friends for food, my bills are going unpaid and it looks like I’m going to be thrown out of my rented accommodation. I have been a loyal customer for 50 years and they toss me out with the trash now I’m disabled. Totally useless, incompetent and NASTY!! AVOID!!!”
“Please avoid this bank! They are a complete nightmare!
Applied for mortgage only 40% of house asking price as we have 60% of deposit. They are giving us the complete run around. Conversation I had yesterday with them was them telling me to rent close to the area we want to buy a house, and then apply for mortgage!! Doesn’t matter that we are transferring our jobs (with our employers) apparently we have to transfer, rent and then apply!! Oh to top it off, FIND A NEW HOUSE TO BUY!!”
“If I could give no stars then I would. Trying to get an answer online and it is a bot. You cannot get a sensible answer and end up going around in circles. This is the most frustrating experience that I have ever had online by far.”
“These RACISTS simply makenit IMPOSSIBLE for EU citizens to open an account! F:CK BREXIT and ABUSE NON-BRITISH APPLICANT IS THE MOST RACIST SH:T I’ve ever experienced!!!
Tell you to upload extra docs to the 2 regularly needed. No option ro do so online and with the link provided! No customer service unless you already have an active account and the most IGNORANT IDIOTS on their FB and Customer Service email address!
HELL NO!”
“Horrible company, bunch of con artists is what they are. Outrageous interest rates and won't let us refinance our vehicle even when we built our credit from nothing to good range over the last 2 years. Santander sickens me, they stuff their pockets and care NOTHING about their customers. Santander SUCKS”
“Awful. Utter horrible. So my ‘spare’ account was sitting there with minimal money, just in case, for an emergency. I got an email telling me they were closing the account because i had not used the account in 3 years. I rang up on Saturday to be told i must go into branch to reactivate my card. So on the Monday i try to do just that, only the bank is closed with a piece of paper on the door telling me the back is closed for the foreseeable future…. But wait, when i opened the account just a few years ago, there were 4 branches close to me i could use, this closed branch was the last one i could use… the notice is telling me my nearest branch is a train journey away, but i do not wish to pay public transport just to activate a card, and why did i not get notified my local branch was closing? As well, currently bus and train strikes are making getting about quite hard right now… so i called the number on the card, and im waiting ages, and finally when i do get to speak with someone i can only describe her as sassy, as well as rude, as she argued that my branch was not closed, when clearly it is! She then asked me if i knew where my bank really was, and could i perhaps have got the wrong building? Really! As i tried explaining with all due respect that i did in fact know where my bank is, that i did in fact have the right building, Lady Sass hung up! I then tried for quite some time trying to access via the ‘Bot’, only to keep getting the same response of ‘please reword your answer’ to every time i wrote ‘Help’. I admitted defeat and tried calling again, waited for ages… again… this time i got a lovely bloke, but i struggled to understand his accent, and he clearly had problems understanding mine… eventually he decided he was going to escalate this as a complaint, so he put me on hold for yet another very long stretch. Eventually Mr Nice came back and told me there was no one in complaints available, so he said he would file the complaint himself, and he attempted to fill out a form on my behalf. I told him the only thing i really would want to complain about was the tone of the previous representative, as i felt she was not professional, and if they were to play back the conversation they would hear i was quite calm, i was not even challenging, but i did not deserve to be insulted as to how she made me feel… i was promised a callback, but in all honesty i had no confidence one would come. The bottom line was my account was imminent to closing, with my money still in it, that i felt i could not access, as i did not have a workable bank card, and no bank to activate the card in! So i did what anyone else would do in this situation, i simply accessed my mobile banking app and transferred all the funds over to my usual account (fortunately with a different bank). Even that was not easy, as i was bombarded with pop up responses ‘this is a scam’ ‘once this money is transferred we cannot get it back for you’ - yet the money was going to another account of the same person, with the same address, which is ME! Sometime later that day i did get a call off Customer Services, and lets just say, the representative spoke down to me, he was horrible, he would not let me get a word in, he basically called me a liar, and stated Lady Sass did not have a tone at all, and she never hung up! I believe he could not have listened to those recorded phone calls because i certainly did not imagine it. He also told me that i was never told to go to branch by the first guy, but wait, why did i make the trip anyway? I did not dream this, i had wrote down the first guys instructions in my diary during our call! As far as i was bothered, the money could have sat in that account for another 3 years, but only for the instructions given to me following the email Santander sent me in the first place, this whole fiasco played out leaving me overwhelmingly exhausted and upset! Mr Nasty reduced me to tears as he asked me what i felt i thought i would get from raising a complaint - i tried telling him it was the last representatives idea to raise a complaint, and all i wanted was to make them aware about how Lady Sass was talking to their customers, and perhaps maybe he could suggest a solution as to how i could get my money? Mr Nastys response to this was ‘what do you suggest?’ and i simply answered ‘well its your bank, i thought you would have more of an idea than me’… oh dear, that set him off again, and this time it was all too much, ranting on, not letting me speak, so this time i hung up. But Mr Nasty was not done, he only called me back to continue his tirade. I calmly said ‘there is a reason why i hung up, so please leave me alone’… but he was still ranting on when i hung up for the second time, i dont think he even heard what i said. I immediately blocked the number. So please… dont bank with these bullies, there are far better and much well known other banks on the high street!”
“The worst bank you could ever bank with, I have never seen any organisation putting you to one colleague after the other. I was told by one rude lady I did fraud on my account. I asked her okay justify and give a response to me as the only transactions that have come through is from the insurance company and I have bought a car. Because of Santander not giving access to my accounts I could not pay my penalty charge for my old car. The penalty charge has now gone up 3 times my rent of 525 couldnot be paid with my weekly salary so I had to ask my friend. On Thursday night I ask Santander can I have £20.00 for fuel and £20.00 as I have gone my over my overdraft. I raised a question that in 2 weeks I wont be paid my weekly salary and will have to wait 4 weeks for my wages to come there was no response. I went into branch and they said my complaint wasn't registered. I phone up they say my complaint has been registered. When the complaint was registered I had no reference details of the complaint.
Honestly please do not bank with Santander they are troublesome. I said I gave a 29.00 to my gym and nationwide refused the payment and let me know why and not block the whole account.
Santander still think it is funny to cause people stress. They think the customers have heaps and heaps of time to sit on the phone to get complaints resolved.
Once again people please don't trust them
Date of experience: 12 August 2022”
“If your business is a victim of fraud santander will cut all ties with you after freezing you account for a month. Refused to provide me with any evidence to go to the police with and made my business go bankrupt. Avoid having a business account with them at any cost!!!”
“Santander blocked my account and when I called they refused to give me a reason or tell me when it would be unblocked. Totally untrustworthy, complete cowboys, even if you try to complain about the customer complaints staff they refuse to escalate it higher and just “investigate” themselves(!) then “close” the complaint against them. My advice, go with a proper professional bank, one with substance.”
“Quicker to catch the bus into Peterborough (18 minutes) and the same home. Waited 50 minutes on the phone and no one answered before I gave up. Cannot understand why they abandoned securemessage on their banking app.”
