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Santander: what’s your verdict on the bank that is taking over the high street?
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Islander
Posted: 15 September 2011 11:32:47(UTC)
#81

Joined: 08/07/2009(UTC)
Posts: 9
Several years ago I opened an online savings account with Santander, and sent them a cheque for £20 as my initial deposit. Three months later I had heard nothing from them and my cheque hadn't been cashed, so I stopped the cheque. Several weeks later I got a letter from Santander welcoming me to the bank, thanking me for my cheque and enclosing a debit card. Since then they have sent me regular annual statements and certificates of tax deducted, despite them never having got hold of a penny of my money.

My current account is with an English branch of RBS, but as soon as I heard about the sale of the English branches to Santander I opened another current account elsewhere, as I'm still not prepared to let Santander get their incompetent hands on a penny of my money.
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Georgina
Posted: 15 September 2011 12:40:09(UTC)
#82

Joined: 28/01/2011(UTC)
Posts: 2

Thanks: 2 times
Last week, a Santander representative telephoned to make an appointment to come and discuss what we wished to do with the money from a maturing bond. He never turned up. An attempt by my husband to contact our local branch met with 'we don't know anything about that here'. Subsequently, a customer service person telephoned. After a brief conversation, my husband was diverted to a push button, automated questionnaire as to our experiences with Santander. The questions were irrelevant. My husband hung up. We shall be taking our business elsewhere.
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John Howard Norfolk
Posted: 15 September 2011 18:40:15(UTC)
#83

Joined: 09/08/2010(UTC)
Posts: 26
I too am concerned at the reputation that Santander "enjoys" for appalling customer service. This is because I am a long standing RBS customer of almost 50 years connection. My initial reaction is to join the queue to switch my banking from an English branch to a Scottish one as I am accustomed to getting superb service with RBS and wish to continue.
However, in order to be fair I did write to Santander to ask them for assurances and also request details of the nearest branch to my home in Devon. To date I have had some four letters from their Customer Complaints Resolution Departments in two different locations and each letter assures me that they take my "complaint" seriously - so much so that they have porovided instructions on taking it further to the Ombudsman!
Clearly they must be drowning in complaints if they don't read the actual requests for help and churn out standard "assurances" that my accounts are important to them.
I still have not got the information I asked for about the nearest branch and the experience I have had with four of their letters over many months does not give me the reassurance I seek about customer service.
I shall simply be switching my RBS Private Banking from an English branch to a Scottish one in order to escape the clutches of these newcomers to the High Street.
A question.....do ANY of the Santander staff hold a professional finance qualification?
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John Howard Norfolk
Posted: 15 September 2011 18:50:01(UTC)
#84

Joined: 09/08/2010(UTC)
Posts: 26
A question.....do ANY of the Santander staff hold a professional finance qualification?
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dd
Posted: 15 September 2011 19:38:02(UTC)
#85

Joined: 15/09/2010(UTC)
Posts: 122

Thanks: 6 times
Was thanked: 3 time(s) in 3 post(s)
Not meaning to ignore your question, as I simply don't know the answer but I do know that the manager of any branch seems to have zero discretion.
There was an internal rule about a special rate only being available to new funds invested. I had to take my father in law over the bridge to Lloyds and back again shortly after he had had come out of hospital recovering from three heart attacks, in order that he could move money from Santander to Lloyds and back to Santander for the special deal. In the circumstances and considering the sum involved a real bank manager would have waived the requirement for "new money".
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dd
Posted: 15 September 2011 19:48:36(UTC)
#86

Joined: 15/09/2010(UTC)
Posts: 122

Thanks: 6 times
Was thanked: 3 time(s) in 3 post(s)
By the way, I am also interested to hear the answer to your question. I think that many banks/building societies do internal training (limited product range and limited suppliers (or "partners")) and once in position they are given targets and sales bonuses. I would go to an IFA any day, in preference, for advice.
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bb 42
Posted: 16 September 2011 20:44:22(UTC)
#87

Joined: 27/10/2007(UTC)
Posts: 10

Thanks: 3 times
I tried to move cash isa in april it is now with the ombudsman.
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Daye Tucker
Posted: 16 September 2011 21:35:15(UTC)
#88

Joined: 01/07/2009(UTC)
Posts: 44
Went into a local branch that used to be Abbey to check it out. 3 girls. 1 standing talking a customer through some sort of banking transaction in the open area. 2 girls behind the counter. Said I was a Santander Internet customer what services could they provide me with? Shock, horror, the first girl thought they couldn't and looked at the other one. The other one asked if I had a current account, then asked if it was an esaver? Then she said I could withdraw money with them. I can do that in the local Post Office so no point in travelling the extra 9 miles to the branch. Asked about savings. She said customers could get preferential savings but I would need to book for an appointment with their advisor. She gave me a card with a hand written phone number and said that it was only to be used to make an appointment with the advisor. .........long way to go before I would enter again. Still happy so far with their internet service. It's like two different banks.
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Chunk
Posted: 17 September 2011 18:00:06(UTC)
#89

Joined: 02/05/2011(UTC)
Posts: 3
I opened accounts with Santander in October 2007.In October 2010 I applied for a credit card.After a month I rang them up saying I had not got it so they said they will send my another one.A month past- no credit card so they claimed to have sent me another one.Did'nt recieve that one so they said they will send it to my local brach.They also said "there is a problem with the post in your area"
Went to my local branch,but they did,t have it.Went back 2 weeks later with the letter from the manager saying they had it in their safe, but really they didnt.Told Satander I want to cancell it altogether, but you have to ring another number and wait in the queue.
Earlyer on this year my monthly statements did'nt arrive.Lots of leaflets,junk mail- but no statements.
I transfered to another bank,but that took a lot of chasing up by my new bank to complete.
Worst bank in Britain,Ever.
J.O
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Chunk
Posted: 17 September 2011 18:00:07(UTC)
#90

Joined: 02/05/2011(UTC)
Posts: 3
I opened accounts with Santander in October 2007.In October 2010 I applied for a credit card.After a month I rang them up saying I had not got it so they said they will send my another one.A month past- no credit card so they claimed to have sent me another one.Did'nt recieve that one so they said they will send it to my local brach.They also said "there is a problem with the post in your area"
Went to my local branch,but they did,t have it.Went back 2 weeks later with the letter from the manager saying they had it in their safe, but really they didnt.Told Satander I want to cancell it altogether, but you have to ring another number and wait in the queue.
Earlyer on this year my monthly statements did'nt arrive.Lots of leaflets,junk mail- but no statements.
I transfered to another bank,but that took a lot of chasing up by my new bank to complete.
Worst bank in Britain,Ever.
J.O
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Alan Shaw
Posted: 24 May 2012 16:10:24(UTC)
#91

Joined: 24/05/2012(UTC)
Posts: 1
Since 20th May 2012 my former RBS account has been transferred to Santander. Unfortunately I am now unable to transact my business online. When I complained via telephone I got the usual crap about browser settings blaa-blaa etc before they finally admitted that there was a problem and their developers were on the case. Each day I am told it will be fixed by "tomorrow" but tomorrow never comes and 4 days later they still haven't sorted it.

What a bunch of clowns.
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