Is Santander customer service improving ?

Toe-Jam

Santander are trying to improve their image and customer services. But are they suceeding.

This month they have improved their internet banking, and got faster payments up and running (in some shape or form)

My experience after giving them another shot, has been Yes they are improving.

Yesterday I made a comment to Santander about the Internet banking reporting the wrong date on faster payments executed after 6pm (it puts tomorrows date on)

Someone called me as soon as they got the message, to apologise and that they would pass my suggestion on to the engineers to fix it. And also for the inconvience I was offered a free box of choloclates or a bottle of wine in the post.

I opted for the chocolates, I have not received them yet obviously but I thought it was a nice gesture.

I think their problems come from having too many departments in too many different places, so you have to speak to a handful of people before anything gets actioned.

They should have fewer departments and better skilled workers so the paper trail is shorter and things get done more accurately.

watch this space I will report back about my chocolates !

opinions4u

In the end though it's not about chocolate, wine, goodwill payments and the like.

It's about getting it right. Or putting it right quickly if it goes wrong.

JuicyJesus

A box of Milk Tray or a bottle of Blue Nun are not good substitutes for a passable banking service.

Toe-Jam

I totally agree, but they didn't do anything erroneous to me in this case, I mearly made a suggestion. They could have said, thanks for that we'll look into it. Bye.

If they made a mistake on my account a box of chocolotes would be the least of their worries. But the point is they didn't and were still willing to go that bit extra.

I asked RBS what their super sneeky exchange rate was before i went on Holiday, still waiting for that call back. (3 Weeks later)

Lith

I did plan to go with 'Santander' but after an initial search on 'MSE' i have seen many many many members making complaints against Santander..? are they really that bad?

vax2002

Nope the paying machines never work and they do not accept cheques over counter, so they are useless as a bank...

Toe-Jam

vax2002 wrote: »

Nope the paying machines never work and they do not accept cheques over counter, so they are useless as a bank...

Since when do they not accept cheques over the counter?

VJ_

vax2002 wrote: »

Nope the paying machines never work and they do not accept cheques over counter, so they are useless as a bank...

That's just wrong - I've never had a problem paying cheques in over the counter; the staff often say 'did you know you can use our self-service machine', but only if I'd had to queue up & after they've accepted the cheque.

If it's happening to you, it must be something to do with the type of account you have.

ses6jwg

There is no counter service for business banking that is probably what Vax2002 is referring to and this is made clear in the T&Cs of the Santander Business current account, which, Vax2002 has neglected to state, is a LOT cheaper to run that business bank accounts with other banks.

But some people want both the penny and the bun.

silentkiller

Is Santander customer service improving ? <<

Errr... no I don't believe they are. I am closing both my accounts at the end of June.

Revex

I think they have been great (have business and personal account with them).

Business call centre is a pretty standard and helpful enough.

Personal call centre whenever I have called they have been fab. Been really friendly and asked how my day is going and they try to make conversation (which can get a bit much but better than getting a miserable sod on the phone)... and everything that I have asked them to do or they have said they were going to do has been done promptly.

In branch not really have any problems either and they were friendly at the desk. Though did find it very odd having to take a numbered ticket then looking at an argos style screen for them to call out your number to go to the cashier desk. Not saying its a bad system but was very strange the first time I went in there and saw no queue.

So no complaints from me. Maybe I have just been one of the lucky ones