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Complaints / PPI

We strive to keep our customers happy, but we realise that we sometimes make mistakes. Telling us when you are unhappy is important as it means we have an opportunity to put things right there and then and improve the service we offer in future.

This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.

Please choose from the following options:

> How to raise your complaint
> How to discuss an existing complaint with us
> How to escalate your complaint following our final decision
> For PPI complaints/enquiries please click here

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How to raise your complaint:

You can visit any of our branches across the country (find a branch) or you can call us on 704 207 8054

Alternatively you can contact us:

By completing our Online complaints form

or in writing to:

Complaints
Santander UK PLC
PO Box 1125
BRADFORD
BD1 9PG

We are dedicated to resolving any complaint you have.  To help us do this, please make sure we have your contact details, including a daytime telephone number or your mobile number; so that we can discuss your complaint with you should we need to do so.

Our Promise

We promise to do everything we possibly can to resolve your complaint as soon as we receive it whether it's face to face with one of our branch staff, over the phone or in writing.

If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

Using a solicitor or a claims management company or a third party complaint handling firm:

Employing a solicitor or a claims management company or a third party such as a financial adviser does not  affect how we review your complaint, however, please be aware that:

  • Santander will not charge you to investigate your complaint.

  • Santander will not be liable for any fees incurred if you decide to employ a third party to handle your complaint.

  • Santander will generally only make a payment directly to our customer if your complaint is upheld and we pay any redress.

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How to discuss an existing complaint with us

If you wish to discuss an existing complaint with us, you can do so via the following methods:

You can visit any of our branches across the country (Find a branch).

or you can call us on 704 207 8054 

Alternatively you can contact us by completing our Online complaints form

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How to escalate your complaint following our final decision

If you do not agree with our resolution of your complaint, you can choose to come back to us via any of the routes above.

Alternatively, you can choose to go to:

The Financial Ombudsman Service (Ombudsman Service):

The Financial Ombudsman Service (Ombudsman Service) is an external body which plays a key role in the complaints process. The Financial Ombudsman is an impartial and independent organisation formed to help settle individual disputes between consumers and financial services businesses without taking sides.

If we have not been able to resolve your complaint to your satisfaction once we have sent you our final decision, you may be able to refer your complaint to the Financial Ombudsman. They will only investigate your complaint if you have already tried to resolve it with us first or if it has been more than eight weeks since you first raised your complaint with Santander.

You can email:

complaint.info@financial-ombudsman.org.uk

or you can contact them at:

Financial Ombudsman Services
South Quay Plaza
183 Marsh Wall
London
E14 9SR

0800 0 234 567 free for people phoning from a "fixed line" (for example, a landline at home)

OR

0300 123 9 123 free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02

Further details about the Financial Ombudsman Service will be given with our final decision letter.

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Useful Information