We are serious about resolving your complaint
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 tells you how to make us aware of a problem and what we will do to resolve it promptly and fairly. The ‘How to Complain’ leaflet can be downloaded by clicking here.
We are 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.
We will do everything we can to resolve your concern promptly and fairly. Our commitment is that we will listen to you, we will contact you if we require more information to investigate the issue you have raised and where we have made a mistake we will put things right for you.
We recognise there will be occasions, and in particular for more complex issues, where we will need more time to investigate the matter. In these circumstances we will keep you informed of our progress throughout our investigation.
Using a solicitor or a claims management company or a third party firm to make a complaint
We will look into the issue you have 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 will not charge you to investigate your complaint
- We will not be liable for any fees incurred if you decide to employ a third party to handle your complaint
- We will generally only make a payment directly to our customer if the complaint is upheld and we pay any redress
Following our response
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 may be entitled to refer your complaints to the Financial Ombudsman Service.
The Financial Ombudsman Service
The Financial Ombudsman Service is an impartial and independent organisation formed to help settle individual disputes between consumers and financial services businesses without taking sides.
If for any reason you're not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service. We'll send you the full details of our decision in a 'resolution letter', including your right to refer your complaint to the Financial Ombudsman Service.
Further details about the Financial Ombudsman Service can be found in the ‘Your Complaint and the Ombudsman’ leaflet, available on their website.
*For information on call charges please see call charge information.
**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 will fully support any investigations. If you are unsure of your rights then please speak to a member of the Santander Corporate & Commercial complaints team who will be able to advise you further.
You can call us on
+44(0)345 266 9325 *
Monday to Friday 8am to 5:30pm (GMT/BST). Calls may be recorded or monitored.
Alternatively you can contact your Relationship Director
Send a secure message
Send us a secure message via Santander Connect (our online banking service)
Write to us at
Santander UK Plc
Santander Corporate and Commercial Complaints Team
Zone 1/3 South
301 St Vincent Street