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Santander mortgage complaints rise by almost a third


Santander was the most complained about mortgage lender in the second half of last year, with a 29 per cent year-on-year increase in the number of mortgage complaints against the bank.

Data from the Financial Conduct Authority, published today, shows the number of mortgage complaints against Santander rose to 14,080 between July and December 2012 from 10,874 in the same period in 2011.

The bank upheld 33 per of its mortgage complaints in the second half of last year, compared to a 54 per cent uphold rate in the second half of 2011.

Bank of Scotland was the second most complained about firm for mortgages with 8,628 complaints. Northern Rock (Asset Management) received 8,312 mortgage complaints, Barclays had 5,257 mortgage complaints, and HSBC had 4,359.

Bank of Scotland had the highest uphold rate for mortgage complaints of the five lenders, finding in favour of 53 per cent of mortgage customers that brought a complaint against it.

Northern Rock upheld 42 per cent of its mortgage complaints, Barclays upheld 52 per cent and HSBC upheld 40 per cent.

A Santander spokeswoman says: “Improving the service we offer at Santander UK to all our customers is our top priority.   Whilst we have seen a 20 per cent reduction in banking complaints from the first half of 2012 to the second, we know we have more to do.

”We will focus relentlessly on improving the levels of service we provide to our customers in all their interactions with us.”



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There are 3 comments at the moment, we would love to hear your opinion too.

  1. I wish I had read this article before applying for service from Santander – I would have saved hours if frustration and irritation at their incompetent

  2. I wish I would of never, ever had any dealing with them. So corrupt Santander.

  3. I was told i hadownload to have life insurance and home insurance by the abbey national or I would not get my mortgage

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