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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.

The number of mortgage complaints against Santander rose to 14,080 between July and December 2012, up from 10,874 in the same period in 2011.

The bank upheld 33 per cent 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 and HSBC had 4,359.

Bank of Scotland had the highest uphold rate for mortgage complaints of the five lenders, upholding 53 per cent of mortgage complaints.

A Santander spokeswoman says: “We will focus relentlessly on improving the levels of service we provide to our customers in all their interactions with us.”

Chartwell Funding managing director Robert Winfield says: “Santander is a law onto itself and seems like a rudderless ship at times. Sometimes the best advice is to recommend another lender even if Santander has the best rate, in order for a quicker turnaround.”


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