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Apologies from Santander over poor service

August 30, 2010 by Reno  
Filed under News, News-Banking

1 Comment

An apology has been made by the Spanish owned bank Santander over the poor level of service it has given to hundreds of thousands of customers. The service problems have resulted in a range of problems, including delays with savings accounts being opened, problems with access to online accounts, and failure of bank staff to carry out transactions.

Steve Williams, director of service quality and complaints, made the apology last week, and the apology came after an investigation was carried out by the Financial Mail into chaos with administration at the bank. The bank, which took over a number of UK financial institutions such as Abbey and the Alliance & Leicester, has been accused of a number of failings following the investigation.

According to reports the bank has put all of its efforts into ensuring that the level of service is extremely high for its current accounts. However, in doing this it stands accused of letting customer service levels falls in other areas. In the first half of this year the bank received almost a quarter of a million complaints, the majority of which were in relation to its customer service levels, and this is what sparked the investigation.

Mr Williams admitted the bank’s failings when he made the apology, and he said that the bank was a growing one and that it understood that there were areas that needed to be addressed with regards to its service levels and other areas. This will partly be done through increased staffing.

Williams said: ‘We are creating more than 600 new jobs in our British branches and call centres. These roles will support our business and growth while enabling us to continue improving our service to customers.’

Tags: Mail, santander, finance, bank, access, alliance & leicester, complaints, Santander UK

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Comments

One Response to “Apologies from Santander over poor service”
  1. nagk says:
    February 12, 2011 at 12:27 am

    very poor service from Santander since the merger with Alliance and Leicester (with whom I banked before). My experience has been most humiliating and frustrating. Anyone who wants peace of mind should not consider Santander.

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