This figure is down 7% on the same period in 2009 and is equivalent to around 1,300 complaints per day. Around 7 out of every 10 complaints were dealt with within 48 hours and only 2% were outstanding for more than 8 weeks. Over 4 out 10 complaints were upheld in favour of the customer.
Santander is going through a period of growth and business integration. Some customers as a result are experiencing more issues. The bank said it has made available more support to its staff in branches and call centres by way of a guide to the top issues and how these should be fixed plus immediate access to an experienced central expert team to help resolve customer issues and complaints.
Steve Williams, director of service quality and complaints commented: "Whilst we are pleased that the volume of complaints received has decreased from the same time last year, we know we need to do more. Improving service quality remains a priority for Santander, as we don't want any customer to be disappointed by the experience they receive from banking with us."
