I went to Cricklewood branch and saw a lovely manager Monika who helped me with transactions and offered me to save more money by opening new saving acct. It makes such a big difference when you get... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I was very pleased with the meeting this morning with Santander adviser Nicola Wilkie. She was friendly and helpful. She carried out main tasks I wished to do - setting up new account, transferri... See more
Company replied
I see Satish whenever my ISAs are going to mature. We also discuss my other accounts with Santander. He is always very polite, professional and helpful. We normally run through the various accounts... See more
Company replied
Went into the branch in Nuneaton to merge 2 123 accounts. Online app great but just needed bit more or a reassurance and rob helped to finalise closure. Still nice to talk to someone face to face o... See more
Company replied
Company details
Written by the company
Our purpose at Santander UK is to help people and businesses prosper. We are a leading financial services provider, offering a wide range of personal and commercial financial products and services, with around 15 million customers across our Retail and Corporate Businesses. We have set ourselves an ambitious target - to become one of the best banks in the UK to work for. We’re transforming our business, creating a Simple, Personal and Fair culture in a dynamic and creative environment. Our customers come from a wide range of backgrounds, and so do our people. We aim to reflect and celebrate diversity in our workplace in order to create an inclusive culture that adds real value to our business.
Contact info
United Kingdom
- www.santander.co.uk
3.1
Average
11K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Savings review
I saw Rachel German in Lancaster to organise some savings . She was very knowledgeable about the products available & explained all the intricacies of what was involved. Rachel was upbeat & personable & her input was truly appreciated.
27 July 2026
Unprompted review
Reply from Santander
Hi Annie. It's great to know that she was able to explain the available products clearly and guide you through the details in a knowledgeable and approachable way. Rachel takes pride in delivering excellent customer service, and we're pleased that her upbeat and personable manner made such a positive impression.
Ladies was excellent in all aspects
Ladies was excellent in all aspects
She was very polite and curtious
1 August 2026
Unprompted review
Reply from Santander
Thanks for leaving such a glowing review Christine! :) Have a lovely day!
Very helpful member of staff Afsana in…
Very helpful member of staff Afsana in High Wycombe branch.
31 July 2026
Unprompted review
Reply from Santander
Thank you for taking the time to recognise Afsana. We're very grateful for your continued support, Robert & we can't wait to see you again.
Elisha
Seen Clare in Penrith branch today
Seen Clare in Penrith branch today , really helpful and professional .
1 August 2026
Unprompted review
Reply from Santander
It's great to hear Clare provided the level of service you deserve, Alan.
We look forward to welcoming you back to our Penrith branch soon 😊
Elisha
Norma was really helpful giving all…
Norma was really helpful giving all information on accounts
1 August 2026
Unprompted review
Reply from Santander
Customer feedback is invaluable and we can't thank you enough for taking the time to share your thoughts with us, Sue!
We appreciate your 5 star rating too ✨
Elisha
Unable to log online for over six…
Unable to log online for over six months!!!!!!! closed accounts, cut up cards, havent gone near them all this year.....now I have received a letter saying no payments have been made on my credit card and I owe £11.60. !!!!!!
I would go to my local branch to enquire BUT haven't got one.
1 August 2026
Unprompted review
Reply from Santander
Thank you for your time, Simeon. It certainly does sound like something hasn't gone to plan. We're very keen to review this for you, if you'd to follow up with us by email, to: socialmediacare@santander.co.uk
Elisha
Norma ,Chorley excellent service
Norma ,Chorley excellent service , payed my bill , and set me up with a new account , all with smile ,
1 August 2026
Unprompted review
Reply from Santander
Thank you for the lovely shout-out, David! We're delighted to hear Norma made your visit memorable.
We appreciate your continued support and look forward to seeing you again soon 😊
Elisha
I'm actively looking to switch from…
I'm actively looking to switch from Santander Bank UK, I am sick of being held to ransom by their chatbot!, I cannot get past it, it never allows me to speak to a human, regardless of how many times I ask to. Today the same thing happened, my debit card stopped working so I came online to ask for a replacement, the chatbot/Sandi didn't know what I needed, so off we went into the usual loop of aggravation!. It ended by me asking to save the conversation, as I intend to complain, I'm still waiting for an answer, ...none came so I logged off. If, you are like me, and are searching for a bank to switch to, DO NOT CHOOSE SANTANDER!.
1 August 2026
Unprompted review
Reply from Santander
Thank you for sharing your experience with us, DIY. We never want our customers to feel unsupported, and we're sorry to hear that your recent interactions haven't met your expectations.
We'd love the opportunity to assist you further and review what's happened, if you'd be willing to email us at: socialmediacare@santander.co.uk
Elisha
Great experience
Nicola was so helpful and when I told her I had hearing loss she took her time talking about what I was there for and explained everything in great detail, she made me feel so relaxed
18 July 2026
Unprompted review
Reply from Santander
Thank you for your 5* review and for recognising Nicola! We believe everyone should have access to clear, supportive banking services, and we're pleased that Nicola took the time to make sure you felt comfortable and confident throughout your conversation, Margaret.
Elisha
My wife & I had a meeting planned with…
My wife & I had a meeting planned with Asia on Wednesday 29 July at the Leicester Clock Tower branch. As usual Asia was exceptional with her customer care & professionalism displayed. She really is for us the best member of staff we've been priviledged to deal with. Her knowledge of products is exemplary.
Well done Asia and keep up the great work you are doing
29 July 2026
Unprompted review
Reply from Santander
Hi Dalton. Thanks for sharing that Asia provided another exceptional experience during your appointment at our Leicester Clock Tower branch. It's fantastic to know that her professionalism, customer care and product knowledge continue to make such a positive impression on you and your wife. Recognition like this means a great deal, and we're sure she'll be delighted to know how much her support is valued.
worst bank ever i spend money and every…
worst bank ever i spend money and every time i do they stop my card and think its fraud even if its my car insurence terrible bank i dont reccomend using them rubbish bank
31 July 2026
Unprompted review
Reply from Santander
Hi Paul. We understand how frustrating it can be when a card transaction is flagged for potential fraud, especially when it's for a payment you regularly make, such as your car insurance. Our fraud prevention measures are designed to help protect customers from unauthorised transactions, but we appreciate that repeated interruptions to legitimate spending can be inconvenient and disappointing. We're sorry that we've left you feeling this way and that your experience has not met expectations. Please drop us an email to socialmedaicare@Santander.co.uk so we can look into this further.
Unbelievably terrible customer service
Santander sent me an email at 10.20 at night saying they had set up an new account in my name, which I knew nothing whatsoever about. Naturally I thought this was fraudulent and rang their fraud dept, who were not able to tell me if it was genuine.
I was rung the next day by someone called Samuel who knew literally nothing except to keep saying it was the computer that did it!
Having put in a complaint I was rung by someone called Mickala from the 'compliants dept' at 7.03pm, which I missed, and then got a non-reply email saying if they didn't hear from me by the next day the complaint would be dismissed.
I rang the next morning and sat in the phone queue for about 20 mins, then finally spoke to someone who said Mickala would ring me by 6pm.
Needless to say no one rang me that day, or since, and also needless to say, after 20 years of banking with Santander I have started the process of moving my accounts (along with the rest of my family's accounts) to a more reputable bank.
31 July 2026
Unprompted review
Reply from Santander
Hi there! We appreciate how alarming it must have been to receive an email late in the evening about a new account being opened in your name when you were not expecting it. We also understand how disappointing it was not to receive clear answers when you contacted us, and that the subsequent handling of your complaint and follow-up communication did not meet your expectations. We're particularly sorry to learn that you experienced difficulties obtaining information, faced lengthy wait times, and did not receive the call back that had been arranged. We recognise how these issues would have impacted your confidence in the service you received, especially as a long-standing customer of over 20 years. Please drop us an email to socialmediacare@santander.co.uk so we can assist with this.
Money has disappeared from my account-…
Money has disappeared from my account- I quite often transfer between my different Santander current accounts, today my money vanished? I notice early this morning, it took them until 10 to 8.00 pm to respond, as soon as I received the notification I logged back in and sent my response to yet further questions i then received a message saying live chat is now closed?? So you could say I’m not happy with Santander or its service - I will probably change my bank tomorrow first thing - 🤷♀️
31 July 2026
Unprompted review
Reply from Santander
Hey Kelsey. We understand how concerning and frustrating it must have been to transfer money between your Santander accounts and then be unable to see the funds where you expected them. We also appreciate how disappointing it was to wait throughout the day for a response, only to receive further questions shortly before live chat closed. We recognise the worry this situation would have caused and understand why it has left you feeling dissatisfied with both the service and communication you received. This is not the experience we aim to provide, and we're sorry for the inconvenience and stress caused. Please drop us an email to socialmediacare@santander.co.uk so we can help.
Tried to make a large online transfer
Tried to make a large online transfer, account blocked pending security clearance by phone.
Having to wait over 45mim for call to answered is unforgivable.
31 July 2026
Unprompted review
Reply from Santander
Hi Kenneth. We understand how frustrating it must have been to have your account restricted when trying to make a large online transfer, particularly when you then faced a lengthy wait to speak with our Security team. While these checks are in place to help protect our customers and their accounts from fraud, we appreciate that waiting over 45 minutes for assistance is far from the level of service you should expect. Your comments regarding the delay have been noted and will be shared with the relevant team as we continually look for ways to improve our service. We apologise for the inconvenience caused and appreciate your patience during what was clearly a stressful situation.
Visit to Portsmouth branch
A very proficient and informative session with one of Santander's financial advisors
31 July 2026
Unprompted review
Reply from Santander
Hi Philip. Providing customers with all the relevant information they need to make educated financial decisions is at the forefront of what we do! We're so pleased to read your feedback.
Hi I was very happy with the service I…
Hi I was very happy with the service I received. The lady was very helpful helping me with my issues. What a great service. And the time it took to sort my issues it was quick. Thank you. Mr Clark.
30 July 2026
Unprompted review
Reply from Santander
Hi Michael. We're so happy to hear you where pleased with the service you received today. We love hearing your five star feedback :)
Late in the day when people just want…
Late in the day when people just want to get home, she was thorough and explained the process.we felt welcome and not rushed
28 July 2026
Unprompted review
Reply from Santander
It's great to hear she took the time to explain everything thoroughly. Feeling welcomed, listened to, and never rushed can make all the difference.
John
Great service for new and existing customer
I recommend my mum to Santander and made an appointment to switch banks we met with Rob Hodson who was very good with my mum who is 76, while I was there I enquired about the edge account and swapping from the 123 as it wasn’t clear online, he showed me the benefits of both accounts which was great and I have switched to the edge thanks Rob :)
31 July 2026
Unprompted review
Reply from Santander
Rob clearly took the time to help both you and your mum, making sure everything was easy to understand. Keeping your banking current helps ensure you're getting the most suitable account and benefits for your needs.
John
Thank you Helen from Swansea branch
We would like to thank Helen from the Swansea branch for the time she spent with us dealing with our bereavement notification. She was extremely helpful, kind and understanding. At no point did we feel rushed and her advice was clear and insightful. Thank you!
30 July 2026
Unprompted review
Reply from Santander
Hi there! Firstly we're deeply sorry for your loss. Kindness and understanding in these situations is extremely important, and we're so glad to hear Helen was able to support you in this difficult time. Many thanks for sharing your experience Mrs Gillman.
I went in an angry person with other…
I went in an angry person with other bank and after I have set up my account with mark who was simply amazing he had so much patience explaining it all ..
31 July 2026
Unprompted review
Reply from Santander
It's brilliant to hear Mark’s patience and support helped turn things around and get you set up with confidence.
John
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.