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Santander comes off worst in complaints data

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Santander has emerged as the lender with the highest number of customer complaints relative to its number of customers after the FSA ordered banks to publish complaints data.

The bank received 216,158 complaints in the first half of the year, 7 per cent down on the previous year, giving it the highest ratio of complaints to customers. The bank, which has 25m customers in the UK, upheld 19 per cent of its complaints.

Santander director of service quality and complaints Steve Williams says: “Whilst we are pleased that the volume of complaints received has decreased from the same time last year, we know we need to do more. Improving service quality remains a priority for Santander, as we don’t want any customer to be disappointed by the experience they receive from banking with us.”

Barclays, which has 21m customers, received 195,956 complaints in the first six months, upholding 32 per cent of them.

Lloyds TSB received 103,686 banking related complaints from its 32m customers. The bank upheld 12 per cent of its complaints.

The Co-operative bank, which upheld the highest proportion of complaints at 36 per cent, received 23,647 banking complaints from its customers.

HSBC registered 65,236 complaints in the first half of the year.

The FSA ordered banks to publish the complaints data on their websites by August 31.

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Readers' comments (4)

  • And, having now seen the data, what if anything does the FSA plan to do about any of it?

    Oh, never mind any of that ~ just get with the RDR, everything will turn out fine and we'll all live happily ever after.

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  • and the banks fine is..............?

    and the FSA's enforcement director's comment is...........?

    Deafened by the silence!

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  • My company been trading for 10 years and my company has not received 1 complaint!
    My company is being forced out of business because of the FSA's rules and regulations whilst the banks seem to get away with minimal regulation or at least regulation that suits them.
    The problems in this industry are glaringly obvious to most IFA,s, why the FSA cannot listen to any of us working on the "shop floor" astonishes me!

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  • I asked Santander to transfer money to another bank.
    Over 2 months on, they have still not done so.

    In between there has been a catalogue of letters, e-mails, music on hold, phone calls not returned, dishonoured assurances, surreal excuses, off-hand truculence, plain dishonesty, etc.

    On a more positive note, First Direct have exceeded expectations - so it can be done!

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