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Review of the Santander, Mortgage:

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How to lose a Customer

I'd give no stars, if possible. Stay away from this bank, if you're self-employed. My husband and I had a mortgage with Santander for over 2 years, until we decided to move to a bigger property in the middle of the pandemic. We only asked to port our existing mortgage, as we were going to pay an additional deposit, which meant the loan to value would significantly reduce. With a chain of 5 people waiting for Santander to give a decision, it was a very stressful time. As my husband is self-employed, they kept asking for further information. First, they offered 20% less than expected and then, for a shorter lending period (by 2 months!). Both times, we agreed within 1 hour, but every time they advised the underwriting team would take another 10 working days to assess. Please note my husband continued to work throughout the pandemic. After 3 months and a third request to reassess the case, we were so concerned about losing the property and missing the stamp duty holiday, that our broker suggested we tried another lender. We contacted Halifax and within 4 working days we had an agreement in place! Santander had the most appalling service. I never write reviews, but I had to do this one. Whatever you do, stay away from them! Reviewed on: 18th March 2021

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