Bank Issue Apology for Customer Service Failings
United Kingdom - Santander issue formal apology to customers
Customers who experienced poor levels of service at Santander
have received a formal apology from the company.
The bank has admitted to service failings in setting up customer
accounts and dealing with customer enquiries.
MoneySavingExpert.com, a leading UK financial website reported
that out of the 3,000 customers questioned, 62% rated the bank’s
service as poor.
MoneySavingExpert.com also received complaints from Alliance & Leicester customers whose accounts were in the process of being transferred.
Alliance & Leicester were acquired by Santander Group in 2008 for £1.3bn.
According to thisismoney.co.uk complaints included:
- Cash Isas mislaid during transfers between Santander Group
- Incorrect Isa tax deductions
- Savings accounts interest calculated incorrectly
- Unhelpful to genuine victims of fraud
- Savers not informed of interest rate changes
It is anticipated that Santander's current acquisition of more
than 300 Royal Bank of Scotland branches could lead to further
customer problems.
