Personal accounts


  • Existing customers current accounts 08459 724724
  • Automated service- YES-about 1 min to get through automation
  • Customer complaints number 0845 6006014 or 0800 1697903 ( not advertised)
  • Abroad- +44 (0)1908375039 -blocked from UK lines
  • Lost/stolen cards- as above

Charges/fees for basic current account-(not including interest charged or specialist services)

  • Minimum monthly funding charge- NO
  • Arranged daily overdraft fees- £1 per day capped at 20 days per charging period.
  • Unarranged overdraft- £5 per day capped at 20 days per charging period.
  • Paid item fee-(the bank honours a payment made without sufficient funds) -£25 per day.
  • Unpaid item fee- £25 per day.
  • Overdraft fee cap of £150.00 per charging period.
  • Direct line to branch? NO

Complaint resolution procedure

  • Acknowledgment letter sent outlining next steps- no mention of personal complaint handler
  • Switching 7 day guarantee

Customer satisfaction published- YES of 10,000 customers surveyed 9/10 customers expressed satisfaction with Santander.

  • Customer service charter?- NO
  • Complaints recorded with FCA- 1st July 2012- 31st December 2012- 125,451, 96% closed within 8 weeks, 37% upheld (won) by complainee.
  • Existing customer incentives- none obvious for basic current account, yes with 123 account.

Business accounts

  • Business account 0845 6070666
  • Alternative found +44 (0) 1908237968
  • Complaint resolution procedure- as above
  • Existing customer incentives- none obvious
  • Business guidance given- YES generic guides available to new customers
  • Incentives for existing customers- None obvious

Credit cards, savings & Mortgages

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