Santander Reviews 

Excellence service from Imaan and all staff. Michelle helped me open another account and she was also very helpful. Nicest staff been banking here about 10 years and pleasant experience every single time.

I applied for a credit card and was excepted, the a=card arrived and letter 1 with a personal id arrived. 8 days later the second letter with a security number had not yet arrived so I called. I waited on hold for 1o mins and 45 seconds and the call dropped. I called back and spoke to an adviser who explained the second letter should come within 7 days of the first and the process "from ordering the letter" can take 14 days, I asked what he meant by ordering the letter. The adviser was uninterested and unhelpful, I asked to log a complaint and spoke to another adviser who gave me different timelines and advised me my card had been blocked and he will start the process again. I await a call from the complaints team. A practically immediate reply when posted on here but when asking to log a complaint I am told to expect a call in 5 days. Pathetic

The chat bot is awful. As usual list of options to choose from. Your issue is not there. Tell me what it is. Doesn’t understand. My question was simple - my card was refused as not authorised. It kept replying with the same list of the same four irrelevant options. Asked to speak to advisor. You’re on a list. No wait time. Look out for push notifications. For how long? Looking in to switching accounts.

I would love to give a glowing review but sadly after waiting on the phone for 1 hour and forty five minutes, I had to give up all hope of getting through to customer services.

After holding for 20 minutes ..including working my way through irritating questions for the privilege of talking to a human being..ive been cut off.

By the time you eventually speak to a person youre so irritated and frustrated I feel really sorry for staff ..human beings ..who must be bearing the brunt of this..

Seriously thinking of moving my accounts to another bank which actually values their customers..

If youre going to close dozens of branches Santander...then make it easy for us to contact you and speak to a human being

Disorganised team.
Nothing but issues for the 8 years I've been banking with them.

Lets set the scene for todays issue.

I tried to make a purchase, overzealous fraud team locked my account. I call them once, I have to sit through the terrible frustrating AI, I am saying my pin and my ID and it says "Let's try again". Once getting through their AI, I'm met with the first person who I won't fault, they got me through to the right team fairly fast, the first issue is when I was transferred to the security team and answered all the questions. I was told explicitly by the security team that my account was unblocked. I hang up and wait 2 hours and my account still isn't unblocked so I call again asking about it. I'm then told by another member of the security team that my account actually cant be unblocked due to the number that I'm calling from not being the registered one, fair enough, I'm then instructed to go into the branch closest to me because there was no way for me to verify myself on the phone or online apparently.

I turn up to the branch, I wait in line for 15 minutes and am told by the employee at the desk that they're happy with my identification and that they've put a note on my account for the security team to see that they've verified my identity in the branch. I'm then told explicitly that I'm able to call from in the branch OR at home. Since I have a 2 hour walk back home I decide to call them on the way back home, however, I sit outside the branch for 15 minutes whilst I get put through to one of the team, I then start walking home because I was unaware of what's about to come next.

After getting 45 minutes into the call and after being put on hold multiple times, I'm told by one of the security team (whom was very kind and understanding) that unfortunately I've been misinformed by the branch and that we can't actually unblock my account over the phone and that I am actually needed at the branch so one of the employees can talk on the phone with me there in person.

I really have only had bad things with this bank, and I'm sure its great for other people and I'm sure people only really review for the bad experiences, however, I would really recommend steering clear.

I understand there's a level of security but when I'm verifying over the phone that yes this is me, and multiple teams misinform me of several things, it's a bit of a joke.

Would not recommend.

The young man who dealt with us was respectful and informative, he knew his subject inside out and made it easy for us to decide what we wanted to do. Very good experience.

Tina gave us a lot of attention and very patient with elderly mum

Sid very helpful, understanding and very knowledgeable. Easy to talk too. Fantastic member of the Santander team.

Sunil Kunjiraman is based at work Cafe in Bank, and has been very helpul with opening my business account for myself. Sunil also was kind enough to allow us to use the work cafe to host a small business event, Sunil has been very supportive and available! Also enjoy working at the work cafe too always get plenty of work done, the staff are all friendly too!

Were it not for a handful of genuinely friendly employees, this would be a one-star review. Unfortunately, while they were pleasant to deal with, they were unable to provide effective assistance, leaving the overall experience deeply disappointing.

Unfortunately, this no longer feels like a full-service bank. Services have been reduced to the point where they seem unable to cope with customer demand. Even the AI chat assistant can take days to respond. When a human agent finally joins the conversation, the chat is often closed prematurely, leaving you back at square one.

I waited more than 90 minutes for counter and teller services, only to be told they were closing for the day. Staff were unable to print or provide a statement on the spot, but assured me that one had been ordered and would be available within 24 hours. It wasn't.

Overall, the experience was disappointing. The bank seems to consistently overpromise and underdeliver.

The staff were very helpful especially Chantelle

Joanne Boardman was very helpful explained wot I needed in great detail .Didn't feel i was being sold anything I didn't need .I have delt with Joanne on many occasions and she is a excellent member of the team .

We dealt with a lovely lady called Mandy Myers. She was amazing from beginning to end.
We came out very happy with how things went and she was so helpful

Waiting over 2 hours to answer phone call. Still waiting

Had great customer service again from Lesley,at the Sunderland branch.Nothing was a bother.Very knowledgeable and excellent at her job and I would have struggled without her help,thanks again Lesley

Prit in my ipswich branch has helped me now twice and has been absolutely marvelous at explaining all my options. Would recommend him a 100%

Excellent customer service from Ramesh.
I felt she really tried her hardest to help me.
10/10

Yasmin Branch manager @ Ipswich was incredibly helpful, she was brilliant at sorting out our problems. She made everything easy for us .

Sarah was polite, fast and efficient.