MSE News: Santander customer service improves, as Bank of Scotland sinks

pinkdalek

pmduk wrote: »

These are always strange statistics, whoever they rate lowest. In theory any bank with a poor customer service record should see an improvement as those dissatisfied customers leave.

And they go elsewhere and drag that bank down......maybe it's not the bank that's the issue......:rotfl:

dalesrider

pinkdalek wrote: »

And they go elsewhere and drag that bank down......maybe it's not the bank that's the issue......:rotfl:

Never a truer word said jest.

I would agree a lot of problems are related to the customers and what they expect.

Some people will complain about anything.... I don't like the card I have been issued with, as the numbers are no longer raised as much
Yes Santander cards are not as raised as others...
Thank god for that as I can tell the diffrence by feel in the dark

Mind you...
Don't forget RBS has had a couple of major issues with payment systems in the last 6 months...
That will have had a large effect in the stats.
So Santander may be back at the bottom again soon.

opinions4u

I'm confused.

How are Santander fourth best AND fourth worst?

Ah, type of account. Got it.

I think I'll wait for the complaints per 1000 account stats from the FSA or FOS.

rb10

innovate wrote: »

Also, there is no indication in this survey about

1. the ratio of number of customers and complaints
2. the results of complaints

Afraid to say but this survey, like others of similar ilk, is not very meaningful because it's not comparing like with like.

In the very final paragraph they state that Halifax has fewer complaints per 1000 customers than any other bank - which really shows what a farce this survey is.

I would say that the real reason behind the apparent drop in HBOS's scores is that they are just in the process of changing the T&Cs of the Reward account.

On the whole, people don't like change. So they will vote Halifax poorly for service, just because they don't like (or aren't yet used to) the product changes.

mulronie

Personally I love Santander.

The £50 they give me every time they (inevitably) screw up is always appreciated :cool:

zerog

pileswasp wrote: »

I've not had many problems with Santander since they bought my old A&L current account, but don't use their online "Secure Messaging" if you do have one.

I've been waiting two weeks for a response to my complaint that I've not had a satisfactory response to my now month-old enquiry about transferring to a 123 Account (the "transfer" resulted in my having 2 current accounts, the response: "Yes, you can transfer your account...", "Thank you, but that's not what I asked....", silence...).

Well, the "Secure Messaging" has always answered my questions promptly and accurately, as I can actually use big words to describe the problem. When asking questions in branch most staff have no idea what their own products or T&Cs are.

legacym

I moved to Santander about four months ago - the 123 current account plus the 123 credit card would save me a lot of money simple as that.

So far the service has been fine no issues at all. The online system is one of the BEST, far better than FirstDirect for example (made me nervous to do large transfers). The secure messaging has got me good prompt answers on two complex questions. The telephone service I have used 3 times all good and you can get an 01 number not 0844 etc.

Only used a branch to pay in cheques so no comments to make here.

By the way they did the account transfer with no issues at all.