When I tell people about my experience with this bank they are appalled.

It is well known the this bank's customer service is dire. The process to get to a talk to someone is lengthy and by the time you get there, chances are they can't help you for one reason or another. The most recent hiccup (to put it lightly) they cancelled my cards without telling me so I had no idea what was happening when my card was declined then swallowed by an ATM. They sent me new ones that never arrived so for about 2 weeks I could only get cash out from in bank. Once I did order new ones only one arrived (the ATM one) so I waited. Then called and was told I have been denied authorisation (once again no one told me), when I asked why, no one knew. I have a regular job with a regular income and have a good amount of savings, there is absolutely no reason why I would be denied. I have also been unable to use my PIN and therefore debit card for about a year because they are unable to get one to me. The whole process has been a nightmare. Santander here I come! Reviewed on: 3rd November 2014