Talk to us about
your complaint
We always strive to provide you with the best
products and services. Unfortunately things can
go wrong sometimes, but telling us about it gives
us the chance to fix things for you and make
improvements.
This leaflet lets you know how you can contact us
and what we’ll do once we hear from you.
How to contact us
The best way to contact us is over the phone so
that we can talk to you in person:
You can call us on 0800 171 2171.
Or you can contact us using one of the ways
shown below. Please give us a daytime telephone
number so we can talk to you if we need to:
Send us a secure message using Online
Banking to explain what’s gone wrong; or
you can visit any of our branches
to talk to us in person; or
you can write to us:
Complaints
Santander UK plc
PO Box 1125
Bradford
BD1 9PG
Information we’ll need
We want to fully understand what’s gone wrong.
We’ll need some information from you to make sure
the right person handles your complaint and can
investigate and fix things for you as soon as possible.
When contacting us, please give us the following
information:
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your name, address and account details;
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a description of your complaint and how it has
affected you;
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when the issue happened; and
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a contact number (or your other preferred
method of contact) and a convenient time to
contact you. This will help us get hold of you if
we need to discuss your complaint, especially
if we need any more information. Calls from us
may appear as unknown or withheld numbers.
What happens next?
We’ll do everything we can to resolve your concern
quickly and fairly. If we need extra information to
investigate the issue, we’ll contact you and where
we’ve made a mistake, we’ll put things right.
If we can resolve your complaint within three
business days following the day we received it, we’ll
send you confirmation of this and we’ll also let you
know about the Financial Ombudsman Service
(FOS) at this time.
For more complex issues we may need more time
to investigate your concerns. If this is the case, we’ll
send you an acknowledgment letter outlining the
next steps and when you can expect to hear from us.
Once we’ve completed a thorough investigation, we’ll
give you a final response which will outline the details
of our investigation, how we reached our decision
and what we’re going to do to put things right.
Complaints – Information
We want to hear
from you
Complaints relating to payments in or
out of your account
These include complaints about making or receiving
payments on your Current Account, Credit Card or
Instant Savings account.
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We’ll send you our final response as soon as
we’ve completed our investigation. We have 15
days to resolve these complaints.
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If there are exceptional circumstances, we may
take longer than 15 days to investigate your
complaint, however, we’ll resolve all payment
complaints within 35 days. We’ll write to you
to let you know if we need longer than 15 days,
we’ll also send you details about how to refer
the matter to the Financial Ombudsman if
you’d prefer not to wait for us to finish our
investigation.
All other complaints
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Although we have 56 days to resolve your
complaint, we’ll send you our final response as
soon as we’ve completed our investigation.
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We’ll also keep you informed in writing along the
way so you’ll know when to expect to hear from
us.
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If we haven’t been able to finalise our
investigation by 56 days we’ll send you a letter
letting you know and what steps you can take.
These will include letting you know you can go
to the Financial Ombudsman Service if you’d
prefer not to wait until we’ve completed our
investigation.
Using a solicitor or a claims
management company or a third party
firm to make a complaint
We want you to be aware that we’ll look into the
issue you’ve raised exactly the same way even
if you use a third party. This could be a solicitor,
claims management company or any other third
party, for example a financial adviser. When
making this decision it may be helpful to know:
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We won’t charge you to investigate your complaint.
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We won’t be liable for any fees that you may be
charged by a third party to handle your complaint.
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If we pay any money to you as part of the
resolution to your complaint, we’ll pay this
directly to you as our customer.
Following our response to you
If you don’t agree with our response after we’ve
investigated your complaint, you can choose to come
back to us using any of the contact routes above.
Alternatively, you can choose to go to:
The Financial Ombudsman Service
If you don’t agree with our resolution of your
complaint and you’d like to take it further, you
can ask the Financial Ombudsman Service (FOS)
to look into it. This is a free, independent and
impartial service that helps resolve disputes.
Although you can refer your complaint to the
FOS at any time, they’ll ask for our permission to
investigate complaints where:
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You haven’t complained to us first, to give us
the chance to put things right
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You have complained to us, but we haven’t given
you our Final Response yet and we’re still within
our timescales.
Santander is able to provide literature in alternative formats. The formats available are: large print, Braille
and audio CD. If you would like to register to receive correspondence in an alternative format please visit
santander.co.uk/alternativeformats for more information, ask us in branch or give us a call.
Santander UK plc. Registered Office: 2 Triton Square, Regent’s Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in
England and Wales. www.santander.co.uk. Telephone . Calls may be recorded or monitored. Authorised by the Prudential Regulation
Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054.
Santander and the flame logo are registered trademarks.
MISC JAN H
We’ll send you the full details of our decision in
our final response, including your right to refer
your complaint to the FOS. If you do so, it should
be within 6 months of the date on our final
response.
www.financial-ombudsman.org.uk
0800 0 234 567 (free from UK landlines
and mobiles)
Financial Ombudsman Service,
Exchange Tower, London E14 9SR
EU Online Dispute Resolution (ODR)
If you purchased your product or service with
us online and you live in the EU, you can submit
your complaint to the FOS via the European
Commission’s Online Dispute Resolution platform.
While you’re free to use this route, we recommend
you contact the FOS directly using the details
above, as this will save you time.
You can access the ODR platform at
http://ec.europa.eu/odr and you’ll need to quote
our ODR mailbox: [email protected]
