Complaints data
Continually improving the service we offer and reducing the number of complaints we receive is very important to us. We regularly review the information we have about your complaints, which helps us to understand how we can make improvements.
What we publish
Every 6 months we publish the number of customer complaints we've received for the previous half year. We also put these figures into context using the type of products complained about.
Why we publish
The FCA require us to provide this information directly to them as well as on our own website, just as other firms have to. This data can be used as an indicator of how well we're serving our customers, for comparison purposes and also demonstrates the improvements we're making to reduce the number of complaints we receive.
| Firm Name: | Santander UK Plc |
|---|---|
| Group (If Applicable): | Santander |
| Other firms included in this report (If any): | - |
| Period covered in this report: | 01 January 2024 – 30 June 2024 |
| Brands/Trading names covered: | Santander & Cahoot |
Number of complaints opened by volume of business
| Product /Service Group | Provision (at reporting period end date)* | Intermediation (within the reporting period)* | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage Upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
| Banking & Credit Cards | 2.5 per 1000 accounts | N/A | 60,720 | 60,610 | 56% | 43% | 49% | Other General Admin / Customer Service |
| Home Finance | 6.1 per 1000 balances outstanding | N/A | 6,932 | 7,130 | 57% | 42% | 62% | Other General Admin / Customer Service |
| Insurance & Pure Protection** | 0.3 per 1000 policies in force | N/A | 105 | 186 | 39% | 44% | 11% | Unsuitable advice |
| Decumulation & Pensions*** | N/A | N/A | 25 | 22 | 9% | 59% | 32% | Unsuitable advice |
| Investments** | 0.2 per 1000 client accounts | N/A | 34 | 31 | 0% | 52% | 10% | Unsuitable advice |
| Credit Related | 3.9 per 1000 loans | N/A | 1,775 | 1,735 | N/A | N/A | 48% | N/A |
We put the complaints figures into context using ‘per 000’ metrics so that comparisons can be made across firms of different sizes.
Helpful notes to explain the data:
* The 'Provision' metric is used when a firm is the product provider, using the total volume of accounts held as at the end of the reporting half (30/06/2024). The 'Intermediation' metric is used when a firm is only responsible for selling the product (but isn't the provider), using the volumes of sales made during the reporting half (01/01/2024 to 30/06/2024).
** For the ‘Insurance & Pure Protection' and 'Investments' product groups, while Santander UK is responsible for selling the product, we have used the provision metric to provide more meaningful context, as we did for H2 2023.
***Decumulation, life and pensions products - Santander continues to resolve complaints relating to the advice provided at point of sale for a variety of different historic group companies. Santander had stopped advising on or selling any of these products by June 2011 and they are now either owned or administered by 3rd party firms.
| Firm Name: | Santander ISA Managers Limited |
|---|---|
| Group (If Applicable): | Santander |
| Other firms included in this report (If any): | - |
| Period covered in this report: | 1 January 2024 – 30 June 2024 |
| Brands/Trading names covered: | Santander ISA Managers Limited |
Santander ISA Managers received fewer than 500 complaints during H1 2024
| Firm Name: | Santander UK Plc |
|---|---|
| Group (If Applicable): | Santander |
| Other firms included in this report (If any): | - |
| Period covered in this report: | 01 July 2023 – 31 December 2023 |
| Brands/Trading names covered: | Santander & Cahoot |
Number of complaints opened by volume of business
| Product /Service Group | Provision (at reporting period end date)* | Intermediation (within the reporting period)* | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage Upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
| Banking & Credit Cards | 2.7 per 1000 accounts | N/A | 64,910 | 65,223 | 50% | 49% | 49% | Other General Admin / Customer Service |
| Home Finance | 7.3 per 1000 balances outstanding | N/A | 8,167 | 8,256 | 42% | 57% | 59% | Other General Admin / Customer Service |
| Insurance & Pure Protection** | 0.4 per 1000 policies in force | N/A | 147 | 123 | 7% | 77% | 17% | Unsuitable advice |
| Decumulation & Pensions*** | N/A | N/A | 20 | 20 | 0% | 65% | 30% | Unsuitable advice |
| Investments** | 0.2 per 1000 client accounts | N/A | 46 | 53 | 2% | 64% | 6% | Unsuitable advice |
| Credit Related | 4.4 per 1000 loans | N/A | 1,991 | 2,064 | N/A | N/A | 46% | N/A |
We put the complaints figures into context using ‘per 000’ metrics so that comparisons can be made across firms of different sizes.
Helpful notes to explain the data:
* The 'Provision' metric is used when a firm is the product provider, using the total volume of accounts held as at the end of the reporting half (31/12/2023). The 'Intermediation' metric is used when a firm is only responsible for selling the product (but isn't the provider), using the volumes of sales made during the reporting half (01/07/2023 to 31/12/2023).
** For the ‘Insurance & Pure Protection' and 'Investments' product groups, while Santander UK is responsible for selling the product, we have used the provision metric to provide more meaningful context, as we did for H1 2023.
***Decumulation, life and pensions products - Santander continues to resolve complaints relating to the advice provided at point of sale for a variety of different historic group companies. Santander had stopped advising on or selling any of these products by June 2011 and they are now either owned or administered by 3rd party firms.
| Firm Name: | Santander ISA Managers Limited |
|---|---|
| Group (If Applicable): | Santander |
| Other firms included in this report (If any): | - |
| Period covered in this report: | 1 July 2023 – 31 December 2023 |
| Brands/Trading names covered: | Santander ISA Managers Limited |
| Product /Service Group | Provision (at reporting period end date)* | Intermediation (within the reporting period)* | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage Upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|
| Investments | 2.3 per 1000 accounts | N/A | 511 | 462 | 8% | 88% | 60% | Other General Admin / Customer Service |
The Financial Conduct Authority (FCA) publishes firms' complaints figures and provides analysis on the recent industry complaint data. The FCA has recently made some changes to how firms should handle and report complaints. You can find more information about this here
The Financial Ombudsman Service (FOS) also publishes information about how many complaints they receive from firms and the result of these. They also provide guidance on aspects of complaints handling and produce informative publications, putting topical issues under the microscope.