Santander Complaints

Santander is among the worst-performing banks for complaints.

5/5 — Terrible

What customers experience

Santander received 216,885 complaints in the 2025-01-01 to 2025-06-30 reporting period -- that is roughly 16.8 complaints per 1,000 accounts, which is above the sector average of 7.4. If you have had a bad experience with Santander, you are not alone.

Total Complaints

216,885

In 2025-01-01 to 2025-06-30

Rate (per 1,000 accounts)

16.8 →

Sector Average

7.4

per 1,000 accounts

Complaints by Product

Product ↕ Complaints ↕ Share
Banking and credit cards 112,460 51.9%
Insurance & pure protection 23,171 10.7%
Home finance 9,936 4.6%
Investments 149 0.1%
Decumulation & pensions 47 0.0%

How does Santander compare?

Santander
16.84
Vanquis Bank
16.32
L&C Mortgages
18.35
Barclays
15.26
Kensington Mortgages
14.57

Complaint rate per 1,000 accounts

How to Complain About Santander

Complaints Contact Details

Post

Santander Customer Complaints, Santander House, 201 Grafton Gate East, Milton Keynes, MK9 1AN

Steps to Escalate Your Complaint

1

Contact Santander complaints team

Call 0800 171 2171, visit a branch, or submit a complaint online. Santander will acknowledge your complaint within 5 working days.

2

Wait for a final response or request a deadlock letter

Santander has 8 weeks to resolve your complaint. If you receive a final response you disagree with, or the deadline passes, you can escalate.

3

Escalate to the Financial Ombudsman Service

If your complaint is unresolved after 8 weeks, or you have a final response letter, contact the Financial Ombudsman at financial-ombudsman.org.uk or call 0800 023 4567.

Need to write a complaint letter?

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Santander must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Financial Ombudsman Service.

Bottom Line

Santander is among the most complained-about banks in the UK. If you have been frustrated with their service, the data confirms your experience is widely shared. We would encourage you to make a formal complaint and escalate to the ombudsman if needed. If you are considering switching to Santander, this record is worth factoring into your decision.

Write a complaint letter → Read the banks complaints guide →

About This Data

Data sourced from official UK regulators for the period 2025-01-01 to 2025-06-30. Complaint rates are calculated per 1,000 accounts. Ombudsman uphold rate from the Financial Ombudsman Service. Full methodology