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Santander and Barclays get most customer complaints

Santander has emerged as the lender with the highest number of customer complaints relative to the 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 25 million customers in the UK, upheld 19 per cent of its complaints.

Santander director of service quality and complaints Steve Williams says: “We are pleased that the volume of complaints has decreased from the same time last year but know we need to do more. Improving service quality remains a priority.”

Barclays, which has 21 million 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 32 million 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 had a total of 65,236 complaints in the same timeframe.

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


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