Santander Reviews 

Nicola at the East Kilbride branch was fantastic
Everything was explained very clearly
Nicola is truly an asset to the Santander bank
We are looking forward to talking to her in the near future

Just been into the branch for some help with my mobile banking app. Spoke to a lovely lady called Norma who sorted me out straight away. Brilliant service. We need more Norma's.

If I could give zero stars I would, absolutely appalling in every respect. Almost impossible to speak to anyone and when you finally do they promise to resolve the issue only to do nothing. Strongly recommend you avoid this shower

Horrendous waiting times online (50 mins and counting) in conjunction with waiting on the phone (20 mins plus) for customer services is a diabolical customer service. Made worse by the fact that the phone message tells you to chat to someone online!!
Add to that - the fact that loan account balances you see on screen do not match up to real time banking and if you ask customer services a question - it isn't actually answered - which is a point I made to the operator.
I would expect my accounts online to be reflected accurately and this is not the case with loan accounts. The fact that it is the beginning of the month should bear no reflection on how long it takes before you speak to someone on the phone. Stop closing branches and employ more people where it matters and you will improve customer services massively.

Not been with santander long but am having issues calling customer services. I.e. Registering issues with Santander through the phone service and then they are not dealt with properly. This meaning I have to call back AGAIN. Usually 30min wait each time.
Called this morning where I was told waiting time 15 minutes and then after waiting for over 30 minutes someone spoke and then the phone went dead. I then had to call again this time stating less than 20minutes to wait. Whilst I'm waiting (over 30 mins now and still waiting). I have decided to write this review. Surely Santander could set up a more efficient customer service answering service. E.g.have a call back system.
Or at least if you say less than 30 mins to stick to that figure . Or give a time when it's quieter .
In short. I've only been with Santander about a month and I've spent hours on the phone sorting issues out.

I've been trying to get an appointment for 10 days now. The first time was a very hot day and while the Canterbury branch was pumping out the air conditioning onto the high street, staff were throwing a sickie and lazing at home or on holiday. Two very unhelpful staff followed by me making an appointment then told on arrival there was nobody to see me.
I called up again and asked for a call back. It did not happen.
I've been waiting an hour today, the first on hold hung up after 30 minutes.
With so few branches open, air conditioning cooling the high street and very few staff, who should we trust with the money they waste?

Sonia was brilliant with my queries and transaction

Been to the local bank hub in Launceston where I met Robert. He was most helpful and nothing was too much trouble for him. Many thanks to him.

What is going on???
I did not receive a new debit card. Went on line to be informed I must ring them. Two attempted calls each lasting 45 minutes. No answer!!!!
Santander have now closed all my local branches. Nearest one is 15 miles away.
If you, Santander, decide to close branches at least boost your call handling process!
Their customer services was is appalling.

I'm very pleased with the help from norma she as been a great help to me. 5star

Caused so many issues to me registering LPAs and me organising my dads finances as his Alzheimers progressed.Cost him money and me a lot of time and stress. Didnt have the headspace to move to Nationwide who were brilliant while he was alive. Could hardly do anything on my online log including see his credit card info and then send me a statement for it in my name. Made a total mess since we notified his death and we registered me and my sister as Executors. No statements. One notification letter said both that they had and had not paid the IHT. Took 3 sets of forms and several calls to sort the IHT which was stopping us getting probate declared. Go to Nationwide. My experience is Nationwide processes look after carers and customers much better, interest and annual customer payment are better, they train their front of house staff much better and their processes after someone passes are really efficient.

I had excellent service from all the staff. Particularly Gita. She certainly went above and beyond. Gita has excellent people skills.

Dimple was professional, thorough and clearly knew her stuff. Not only did she resolve my query instantly, but helped guide me through the process of switching to an account that would work much better for me in the long run! Much appreciated, well done Santander Shrewsbury.

Pleased as a 25 year old first time buyer Santander provided an excellent 35 year mortgage deal. Having kept on top of payments without bother for the best part of ten years the mortgage contributed to a long running 999 credit score. You may wonder why the rating is so low… in 2022 I finally gained access to the mortgaged house after a difficult few years faced with tenants reluctant to move who left the house in need of much repair and clearing. The only way I could personally fund this was through equity release - there was over 100k in the property. At the time I had no external job, no self-employed trading and I wasn’t over 55… anyone that knows finance knows at this point it wasn’t going to happen. And it didn’t. At no point were Santander prepared to tailor a bespoke service for the requirements, nor were customer service prepared to take the request to an employee who could make the necessary changes to the services provided. For a client with such outstanding credit references, who never missed a payment and would have thousands liquid cash to continue paying the mortgage payments on time it seems harsh that Santander would refuse this. Same for other brokers and equity release companies I spoke with during that period. I had to sell, deal with added unnecessary stress and uncertainty and continue to loose everything because of the pithole flaws in finance. It hasn’t done the financial infrastructure persay because the banking / financial sectors matters are unmanageable in the virtual and digital age we are faced with. One huge data breach happened with Santander during 2023 -2024 which the complaints department accepted accountability for, the compensation should have been thousands. Instead, I was hard up and sinking, and regretfully accepted a mere offer as though it was the year 1960 or something. I’m still that offended by the banks and financial conduct authority sectors. More recently, Santander PLC stated they sent money to an account with Revolut I’ve reviewed,, Revolut said they didn’t send it, Santander PLC said they did… again I’m stuck in the middle of old systems trying to use new digital infrastructures and it’s left a well-paying respectable client / consumer not being able to exercise rights, being offered a pittance of what should be compensated for the breaches and failures of the corporations I pay good money to for services and leaving very little option but to come on Trust Pilot and Google leaving rubbish reviews just to get myself heard and move on. Glad I spent so many years training and paying high prices to be a qualified teacher and broadcaster amongst other professions; those academic skills and contacts have come in exceptionally useful…

At the Oxford Branch in the Uk Donna has been a great help, always friendly & knowledgeable .

I tried to login my account with details ive had for years 5 weeks ago but it suddenly decided they were wrong and locked me out. I have had 2 sets of new details in the post and neither worked so i just used the machines to remove my money. Yesterday i received a message asking about some transactions and pressed N because they don't ask for individual transaction confirmations and there was only one i didn't authorise . Today I went to get my balance and my card was rejected. I called the so called service centre and they put me through to a woman who said she was going to call me back, she didn't so i called again x2 . The customer 'service' woman didn't give a damn about the fact that the account is my only one and i have a payment due in on Wednesday and no other sources of money . She was so patronising and rude and she just kept saying that i have to wait for the new card . I can't go to the branch for my money because i don't have any photo ID or anything to prove my identity. I am also disabled, including diabetic and the consequences of being unable to obtain money could be severe and particularly difficult for the'bank' to explain away when it becomes public knowledge via the news that they refused to help me ( my family will make sure that it's public if anything happens to me) . They refused to let me speak to a manager claiming that there was not one in the building ( lies because i was told by a staff member i know that they always have one present). They accused me of threatening them ( I didn't but i swore at her in pure frustration) and then hung up. My account will be closed as soon as i can get a new one and i advise everyone to avoid this set of unfeeling grabbers

Went into my local santander to sort out a loan, the lady took me into a private room and was very helpful, explained everything to me, excellent quick service

I am writing to express my absolute dissatisfaction with the way Santander has handled a serious case of identity fraud involving my husband.
A fraudster was able to open a bank account in my husband's name and subsequently obtain multiple loans using his identity. This represents an extremely serious failure, yet the way Santander has dealt with this matter has only made an already distressing situation significantly worse.
Since reporting the fraud, we have repeatedly requested a telephone call to discuss the case. Despite making numerous requests, nobody has contacted us. We then submitted a formal complaint in the hope that the matter would finally receive the attention it deserves. Even after making an official complaint, we have still received no meaningful response, no apology, and no indication that Santander appreciates the seriousness of what has happened.
The lack of communication and apparent disregard for customers who have become victims of fraud is completely unacceptable. We have been left to chase Santander continuously while dealing with the emotional and financial impact of a crime that was committed against my husband.
I expect Santander to:
Contact us immediately by telephone.
Provide a full explanation of how a bank account and multiple loans were opened fraudulently in my husband's name.
Confirm what action has been taken to investigate this matter.
Confirm that my husband's credit record and financial position will not be adversely affected by Santander's failures.
Issue a formal written apology for both the circumstances surrounding the fraud and the unacceptable handling of our complaint.
If we do not receive a substantive response without further delay, we will have no hesitation in escalating this matter to the Financial Ombudsman Service and any other relevant regulatory bodies. We will also seek full disclosure of Santander's handling of this case and the steps taken during its identity verification process.
This situation has gone on for far too long. We should not have to repeatedly chase Santander for basic communication regarding such a serious matter. I expect this email to be treated with the urgency it warrants and for someone with the appropriate authority to contact us immediately.
I look forward to your prompt response.
Yours faithfully,
Oonagh Ronan

Nicola stepped in and saved the day due to a terrible mix up with the appointment from another branch.She was professional and efficient and dealt with sensitive matter in hand. Thanks again for your help.

Nicola in the East Kilbride branch was very helpful in getting our new joint account opened. She was very knowledgeable of the various accounts and credit cards available to us and gave us great information to be able to make our decision. Would recommend.