Good customer support and clear information

Used the current account switching service. I tried to cancel when they didn’t send me a code to verify my ID that actually worked, but... Used the current account switching service. I tried to cancel when they didn’t send me a code to verify my ID that actually worked, but was too late. Now my current account has been emptied into the Santander one, 8 days ago. They still haven’t verified my ID, I can’t log on to the app or online banking, can’t activate my card, can’t see my balance or check payments. I’ve called their customer support number and essentially they couldn’t care less, not one person in that call centre seems to have the ability to do anything. Read more Read less

Dreadful customer service especially related to an elderly hard of hearing customer. Refused to help her and wouldn't allow her daughter to assist. Absolutely appalling!

My insurance was on auto renew but the day it was supposed to renew I noticed the due amount wasn't taken from my bank. When... My insurance was on auto renew but the day it was supposed to renew I noticed the due amount wasn't taken from my bank. When I went online I couldn't access anything for renewal. I spoke to their chat line and they said ' you want to renew it do you' ...well obviously ! He then told me it was too late and the insurance had lapsed....not happy I had to go through the whole quote system again only to find out the new quote was 200%....yes 200% more ! Just glad I didn't rely on the auto renew without checking or I would have been driving without insurance. Terrible service. Read more Read less

I did the Santander switch and there was an issue with my ID (unsure what issue) so they took my money from my previous bank... I did the Santander switch and there was an issue with my ID (unsure what issue) so they took my money from my previous bank and blocked the new Santander account. I took my ID straight into branch as requested but my account has been blocked for two weeks now! I have absolutely no access to my money. I keep calling up and they keep telling me that there’s nothing they can do as it’s with the application team pending review. It’s absolutely disgusting that they can just withhold your money for such a long period of time. I explained to them that the money they have is my wages and is the only money I have access to so as a result I have no money for food etc… I’m just told to wait. Absolutely disgusting. DO NOT SWITCH TO THIS BANK! Read more Read less

I applied on 12th September for a credit card. I am a bank customer with them and have been for years. I have had no... I applied on 12th September for a credit card. I am a bank customer with them and have been for years. I have had no response to my application at all it is now the 23rd. I called Monday to chase it up as they say in the blurb they take 2 days or at the most 5. I was told they will be in touch in 2 days. 2 days have passed and nothing so i tried to call. An initial contact said she would put me through to the right department - 55 minutes later still the music. Shocking service. Read more Read less

Awful customer service don’t use this bank I can’t access my own money

I switched my personal banking to Santander, initially attracted by the £175 switching offer. My experience since then has been appalling, and I now have... I switched my personal banking to Santander, initially attracted by the £175 switching offer. My experience since then has been appalling, and I now have serious concerns about whether I can rely on Santander to provide me with access to my own money. I have previously spent weeks unable to properly access or use my account, spending hours on telephone calls trying to resolve matters. At points I had to rely on my business banking because I could not reliably access my personal funds. The latest incident has now started affecting my business. My father loaned me £2,000, transferring the money from his Santander current account into my Santander current account. I then attempted to transfer that £2,000 to my business, @mosferics, where it was urgently needed to bridge a cash-flow requirement. Santander stopped the payment for security checks. I have no objection to genuine fraud-prevention measures, but what followed has been extraordinary. I answered numerous questions about a legitimate payment and explained its urgency. I was told the matter would be reviewed. I have subsequently had my Online Banking access blocked and have now been told I must physically attend a Santander branch with my passport and bank card so that the branch can telephone the relevant department. On my latest call I spent 58 minutes trying to resolve this. I asked what would happen if I were abroad and therefore unable to visit a branch. I also asked what would happen if a customer were physically incapable of attending because of illness or injury, or was housebound. I was told a home visit could potentially be arranged if the branch offered that service. That answer concerns me enormously. I have previously experienced severe depression, although thankfully my life today could not be more different: I am mentally and physically well and enjoying life. But my past experience means I understand how overwhelming weeks without reliable access to your own money, hours of telephone calls and uncertainty could be for somebody already in a vulnerable or perilous situation. I have made a formal complaint to Santander (reference 14087679) and requested the recordings/transcripts of my calls through a data access request. I intend to review that evidence carefully and, if necessary, take my complaint to the Financial Ombudsman Service. I am also shortly due to travel abroad. After this experience, I genuinely fear what would happen if Santander restricted my account again while I was outside the UK and unable to comply with a requirement to visit a branch. I understand why banks carry out fraud checks. My complaint is not that Santander asked security questions. It is what happens to a genuine customer after they cooperate with those checks. At present, £2,000 legitimately loaned to me remains unable to reach my business, my Online Banking access is blocked, and my confidence in Santander has been severely damaged. I deeply regret switching. Read more Read less

I've been with Santander life insurance for over 1 year now . Communication is excellent and ive never had any issue since the day I... I've been with Santander life insurance for over 1 year now . Communication is excellent and ive never had any issue since the day I joined them . Their package is great and affordable. Highly recommend!. Read more Read less