At Santander Corporate & Commercial we stand for strength and quality of the relationships with our customers and our ability to be innovative and think differently. Our customers are at the heart of all we do and our approach is simple.
We strive to keep our customers happy, but we realise that sometimes things don’t go well. Telling us when you are unhappy is important as it means we have an opportunity to put things right and improve the service we offer in future.
The information below and our how to complain leaflet tell you how to make us aware of a problem and what we’ll do to resolve it promptly and fairly.
We’re dedicated to resolving any problems or concerns 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 the matter with you should we need to do so.
How to make a complaint
We aim to provide a good service, but if we haven’t provided you with the service you expect or if we make a mistake we want you to tell us. By telling us about it we can try to put things right for you and stop it from happening again. The quickest and easiest way is by telling us about your concern and you can do this either by:
- Making a telephone call to your local Relationship Team or our Corporate Services team*; or
- Providing details of your concern to us in writing; or
- If you’re a Santander Connect customer you can send us a secure message online.
Please see the Where next? section below for full details.
*For information on call charges please see call charge information.
We’ll do everything we can to resolve your concern promptly and fairly. Our commitment is that we’ll listen to you, we’ll contact you if we require more information to investigate the issue you’ve raised and where we’ve made a mistake we’ll put things right for you.
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.
Our final response
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 relating to payments in or out of your account
These include complaints about making or receiving payments on your Current Account or Instant Access Savings account.
- We'll send you our final response as soon as we've completed our investigation. We have 15 days to resolve these complaints.
- 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
- Although we have 56 days to resolve your complaint, we'll send you our final response as soon as we've completed our investigation.
- We'll also keep you informed in writing along the way so you'll know when to expect to hear from us.
- 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’ll look into the issue you’ve raised exactly the same way even if you use a solicitor or a claims management company or a third party, such as a financial adviser. When making this decision it may be helpful to know:
- We won’t charge you to investigate your complaint
- We won’t be liable for any fees incurred if you decide to employ a third party to handle your complaint
- We’ll generally only make a payment directly to our customer if the complaint is upheld and we pay any redress
Following our response
If you don’t agree with our resolution of your complaint, you can choose to come back to us via any of the routes above. Alternatively, you may be entitled to refer your complaints to the Financial Ombudsman Service.
The Financial Ombudsman Service
If for any reason you’re not happy with our decision you may be able to refer your complaint to the Financial Ombudsman Service**. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services providers. You can find out more information about the Financial Ombudsman Service and whether you might be able to refer your complaint to them via:
**For our corporate and commercial customers, the Financial Ombudsman Service may be unable to review your case. In these instances you may have the right to seek Legal Advice, with which we’ll fully support any investigations. If you’re unsure of your rights then please speak to a member of the Santander Corporate & Commercial complaints team who’ll be able to advise you further.