Santander: Our Promises to You ; a Financial Mail Investigation Means Complaints Will Be Dealt with 'Urgently' Santander's Promises

Summary

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SANTANDER, the country's fastestgrowing bank, is urgently overhauling its complaints procedures after a month-long investigation into its appalling customer service by Financial Mail. In an exclusive interview, retail director Alison Brittain says the Spanishowned bank is determined to improve the way it deals with complaints, especially those resulting from basic errors that are not then dealt with promptly, causing customers to become increasingly frustrated.

'We know we haven't been fast and speedy in our response to some customers' complaints and we are absolutely committed to fixing that,' she says. 'We can't compete long term if we don't deliver decent service standards.

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Extract

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Santander: Our Promises to You ; a Financial Mail Investigation Means Complaints Will Be Dealt with 'Urgently' Santander's Promises

'It's as important to us as offering best-buy products. We need to offer good service. Giving good customer service is part of our job.' In recent weeks, Financial Mail has asked Santander to investigate more than 150 unresolved complaints from angry customers. Many of these complaints relate to the recent...

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