Stay away from Santander because of bad service, despite the rate?

7sefton

I'm in a bit of a MSE dilema here: my head is telling me to go for the Santander Flexible ISA with its excellent 3.5%, but my heart is telling me to sacrifice the highest rate for the sake of decent customer service. I really dislike Santander based on past experiences and hate their brand, but feel silly for shunning such a good account.

So basically, if I apply in branch, has anyone had any bad experiences or seen signs that they cannot cope with demand? If so, I'm off to Barclays!

Sanzai

Well the first sign that they cannot cope with demand is the fact that you now have to apply in branch whereas just a few days ago you could do it online. Can't say anything beyond that myself - I have never used Santander but have been considering it for this account.

beardiedog

I went in to my branch about 10 days ago and they asked me if I would like to see one of their 'financial advisers' about moving my Direct ISA 3 to the new Direct ISA 6 (2.75% I think) as the rate had dropped and I would also be entered in a draw for a holiday - they took my details for someone to contact me but I ain't heard owt since so they're obviously snowed under with it all.

I'm now seriously looking to move it somewhere else. Might go with the Flexible ISA though if nobody else comes up with a similar rate by 6th April.

10_66

7sefton wrote: »

...but my heart is telling me to sacrifice the highest rate for the sake of decent customer service...

Listen to your heart!

AbbieCadabra

i must admit to be putting off when i read some recent feedback on here, but, it's a great offer on an easy access a/c that i require & i can't see it being bettered in the near future so i went for it.

i went thru A&L online application Weds 16.3.10 pm, within a few hours i'd received confirmation email with a/c details & by Sat 20.3.10 i'd had customer id letter & pin code letter - checked my a/c online today & the funds i transferred 16.3.10 were received 19.3.10.

it's not an account i'll be using on a regular basis as i hope to just do a couple of transfers of cash in for 2010/11 years allowance, so hopefully, any CS issues won't be a problem.

i can't say if it will be a similar success story when i come to request a transfer out in March 2011 when it drops to base rate, but we'll see!

rb10

Most of the negative comments about Santander/A&L's Flexible ISA on here seem to be from people opening them online.

Has anyone opened one in branch? Good or bad?

digivate

I'm sticking well clear of Santander. I had the misfortune to open an ISA with them a couple of years ago (when they were still Abbey) and the process was a complete and utter shambles with the most aggressive and rude customer service I've ever encountered. They'll never have my business again.

Fairzo

I'm in the same situation. Soon to close current account and e-saver because Santander is hopeless, but 3.5%.....

Jaycee_Dove

I have been with Abbey for 20 years and have several accounts. They are ALL being closed.

Since being taken over by Santander they seem to have lost all interest in long term customers for short term gain from new ones. I no longer trust them with my money.

Last year my isa earned over £400. This year it was £14. They said it was nothing to do with them and I should have taken out a new account. Seems as if this one was inherited from Abbey and they had decided to run it down - but not to inform me other than via this statement!

I asked to put in a complaint. They said the complaints manager was swamped as many others in my situation were calling over this position. They advised he would call me. That was last week. I am still waiting.

I have lost all respect for Abbey as was and would not trust them with my money any more.

SG_Guy

My personal recommendation is to stay away from Santander. Look at it this way: the 3.5% ISA is only for a year, after which it plummets. Similar to lots of other providers that ensnare customers with an attractive rate for a year only, hoping that apathy and inertia will take over thereafter. Except that in the case of Santander, you can also expect that any transfers will likely be filled with aggravation. Much better to stay with a provider that will provide decent rates for more than a year.

Primrose

Some months ago I tried to use a branch to get some information about a Santander product and they were hopeless. However we recently applied for a fixed rate bond online and service was quite efficient. I suspect that over the next 12 months a huge amount of their internal administration will continue to be focused on absorbing the other institutions they've taken over rather than concentrating on customer service, which I suspect will be a lower priority. If you're opening an account which can largely be left to look after itself for a while, until their takeovers and rebranding are complete, go for it. If you're going to need regular customer service, perhaps avoid them for a while until they've sorted all their internal administration out.