Santander comes off worst in complaints data

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.