Review Time
Certain things need to be handled quickly and not by a bot. Whereas I appreciate banks are trying to save money, closing branches, putting skilled people out of work and making everything online. Its important that they understand that they are being paid to provide a service. When I have a time critical issue I dont want to message a "bot" or someone who is neck deep in customers waiting for an answer, we need answers quickly. So when my card is being declined for no reason whatsoever I need to speak to someone quickly within minutes and not waiting 10 to 15 mins per response asking the same questions they asked before !
Had a really awful experience with Santander. Their customer service people are the rudest and most belligerent I've ever dealt with. Would advise anyone to try a bank like Monzo or even Lloyds, they are so much nicer and more professional.
was on call and hold for over an hour, with a simple request: what time, not date, a transaction occurred (for some reason this data is withheld from statements and online account). After being on call for over an hour, they informed me that a separate team would reach out and couldn't tell me when. They also said any information they find would have to be sent my post, and could not be sent digitally. Overall useless, there are better options out there.
They refused my credit application without reason. My credit score was very good i lot a lot because off them. Please don't use this bank. They are very bad. I will never work with them any more
I regret switching from Monzo to Santander.
In December 2025, Santander accepted my current account switch, opened my account, and provided full online banking access. I was subsequently approved for a Santander credit card, which was issued and delivered. I have a good credit score, no debt, and no adverse financial history.
Two weeks later, Santander closed my accounts without notice, warning, or explanation.
As a direct result of this process, my credit file now shows two hard credit searches and three account closures — Monzo (due to the switch), Santander current account, and Santander credit card. This has damaged my credit profile, reducing it from good to only okay, through no fault of my own.
I contacted customer services repeatedly, visited a branch, spoke with the compliance team, and submitted a formal complaint — solely to understand why this happened or to address the damage caused. Every channel confirmed the same thing: Santander will not offer me banking services and cannot provide any reason whatsoever.
For a UK bank regulated by the FCA, opening accounts, approving credit, then abruptly terminating all services while leaving lasting negative marks on a customer’s credit file — without explanation or transparency — is deeply concerning.
If Santander can cause permanent credit harm and refuse to explain why, customers deserve to know before trusting them with their finances.
Following a promotion from a well-known financial advisor, I decided to switch my account. The transition occurred on 09/01/2026. I informed the service of my obligations, and they assured me that I could access my funds using a temporary password and PIN sent to my home. Despite having relatives relay this information, I still couldn't access my everyday money. Different representatives provided inconsistent responses; one claimed there was nothing they could do, while another from overseas mentioned waiting for letters. A more helpful representative managed to transfer some funds to a relative, but most of my money remains inaccessible in the bank. Being outside the UK has complicated matters further, as they can't resolve the issue remotely. The one-time password setup has never worked, and I've received two different user IDs that have failed as well. They plan to send two more temporary passes, but I doubt this will help since my phone needs to be registered for the OTP. I even reached out to another department within the service, but they simply replied that they couldn't assist. Now, I’m stranded without access to my account and funds. Calling from my location costs £1.50 per minute, and I've already spent over an hour just to transfer a small amount. I'm reaching out in hopes someone can assist, as it seems no one within the organization can. I long for my previous account back—beware of the transfer service and the advice from financial advisors. I don't want automated responses that just loop endlessly. It's telling that there are no responses to these reviews. Silence conveys so much. Surely, all these comments hold some truth. I hate to bring it up, but I suspect that if two prominent figures associated with the brand faced this issue, it would be resolved immediately.
I have never been so appalled by a banking experience. The level of scamming and fraud tolerated by this institution is unacceptable. Even when I had clear evidence that I did not receive a product or service, they failed to assist me. I strongly recommend avoiding this bank at all costs. Their customer service is equally frustrating, including the fraud team!
I urgently need to share my experience. This morning, I received a message stating, "not enough funds in your account to process all payments." As usual, I logged into my banking app to transfer the necessary funds. I called the helpline to confirm that the payment would go through, as I have done many times before. I explained my situation clearly, but it felt like I was speaking to someone unqualified. The representative struggled to understand me, and the call quality was poor. She asked irrelevant questions and provided random numbers. After a long, frustrating conversation, she stated, "we will cancel that payment for you today." I was taken aback and insisted that I was calling to confirm the payment, not to cancel it. This could have led to a significant issue. I have a heart condition and am currently feeling chest pain, likely due to the stress of this situation. It was an incredibly chaotic experience, and I still question whether I spoke to a legitimate representative. The language barrier was significant, and I felt constantly interrupted. I was unable to speak with someone else, which only added to my anxiety. I filed a complaint, or so I was told. I cannot handle this level of stress, especially as I am unwell. The representative's actions caused me immense distress, and I remain uncertain about the legitimacy of the call. When I later spoke to another representative in the UK, they mentioned that calls were being handled by centers in another country, which raised further concerns. I will update my review once the company addresses this matter properly.
I found the bereavement support team to be unfriendly, disrespectful, and unhelpful. It genuinely surprises me that a financial services organization can provide such inadequate support to grieving customers and their supporters today. The interactions I had indicate a culture where staff seem primarily concerned with the company’s internal procedures, showing little understanding or compassion for the needs of customers and their advocates during such a challenging time. There seems to be a total absence of sensitivity towards the realities of loss.
I was charged £25 and received a notice on my credit file for a missed payment of £5 on a credit card with a balance under £100. This situation is particularly frustrating since my account details were altered, causing my long-standing direct debit to fail. While I recognize that large financial institutions may be struggling, this feels quite unjust.
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