Who to complain to in Santander

Phildave

Apologies if a similar post is elsewhere (Did do a search).

I have been trying to open a "Start Up" business account ("normally completed within 24 hours" unquote) for the last 7 weeks - its been horrendious, I won't even go into details, but needless to say after 5 weeks my "contact" in the Customer Services dept agreed with me so much that she arranged a small "gift" for me (bottle of whiskey) as some compensation.
She has almost worked through the list of mistakes that the bank has made, with one exception. The cheque for £50 (for signature verification) that they agree is in their holding account is STILL not creditied to my account - after 7 weeks and I am now getting nowhere fast.
I have been assured (by my "contact") that this has been escalated but ..... 7 weeks !!!! I now feel this has ground to a halt.

I really feel it is time to start writting a letter of complaint to someone "high up in the chain" but no quite sure how to find out who. I dont really want to write to Customer Complaints as I am sure they have already seen my VERY thick file.
Appreciate any ideas/contacts.
Dont really want to go elsewhere as I have transferred evrything now over to this account.

Philip :mad:

Jakg

I had a complaint and used the "ordinary" complaints email address (I don't believe in immediate escalation).


Not only did I get a (delayed) apology, I also got given £120 (which was nice, but didn't actually "help" my issue...)

browneyedbazzi

You need to follow their complaints procedure (found on their website http://www.santander.co.uk/csgs/Satellite?appID=abbey.internet.Abbeycom&cid=1210607166846&leng=en_GB&pagename=Abbeycom%2FPage%2FWC_ACOM_TemplateA2 ). Keep records of every contact you have with them including times/dates/who you spoke to etc if you call and keep copies of anything you send in writing. Keep in mind that there are legal timescales for them to resolve complaints that they receive in writing so you are generally better off to send a proper letter than to keep calling up and talking to them.

If you keep escalating the complaint through the process eventually they will get it sorted out and you'll probably end up with decent compensation as well. You have to stick with it though because they like to try to fob people off - also don't accept the first compensation offer they give you. Mine was pitiful and I ended up getting more than 10x the initial offer. I won't deal with them until their customer service track record improves an awful lot! They aren't bottom of the table for nothing!

sirmarcus

OP....Suggest that you escalate and complain directly via email to Ana Patricia Botin, Chief Executive, Santander.

No idea;)[STRIKE] honest [/STRIKE] of her email address. However, if I were to send an email to a bank's CEO, I would try the format ceo@[EMAIL="bank.co.uk.ceo@santander.co.uk"]bank.co.uk. [/EMAIL]

So if I were sending an email to the Alec Ferrge, CEO at Ihatemanutd bank, I would use the email address ceo@Ihatemanutd[EMAIL="bank.co.uk.ceo@santander.co.uk"].co.uk[/EMAIL] and keep my fingers crossed.;)

Give it a go and wait 3 working days for a response.

HTHs.

pianoplayer

Yes keep pursuing it, Santander lost two cheques of ours and it took 3 months for them to find them in their suspense account. Push for suitable compensation, it is worth pursuing.

Phildave

Thanks everyone.

Think I may try the scatter approach and work through all the suggestions offered.

Thanks once again

Philip

(PS -I checked on how to address the Mayor/Mayoress of Santander correctly and its Excelentisimo Senor Alcalde or Excelentisima Senora Alcaldesa:rotfl:)

sirmarcus

Phildave wrote: »

its Excelentisimo Senor Alcalde or Excelentisima Senora Alcaldesa:rotfl:)

Una gran noticia y lo mejor de la suerte !;):rotfl: