Santander - Customer Service Complaint

Stargate2015

perhaps the enquiry I made for this thread not good

jonesMUFCforever

Apologise for what exactly?
A computer can freeze at any time which might explain why one of the counter clerks could not serve you.
You seemed ill before going into the branch - why were you rattled?
What type of transaction were you trying to do?

Did the branch manager not apologise when taking you into the private room?
Until you tell us what happened you won't get proper advice will you?

bengal-stripe

Stargate2015 wrote: »

We complained to the manager, we went to a private room and said we were not happy and made a formal complaint.

I sent a formal complaint to Santander by E Mail, no reply, so I sent a formal complaint by letter, no reply. I sent a formal complaint to the CEO no reply.

is there anyone I can complain to that will actually reply with an appology at least. Any help on this please.

So, you have placed four formal complaints within a couple of weeks. The bank has up to eight weeks to reply to your formal complaint.

Give them time to investigate!

Mojisola

Stargate2015 wrote: »

Visited my local Santander Branch a few weeks ago [been a customer for over 15 years now], day after I came out of hospital, so not feeling all that good.

We complained to the manager, we went to a private room and said we were not happy and made a formal complaint.

We were served by another staff member, I was very ill after all the stress of it.

Any possibility that you over-reacted because you weren't feeling well?

Dizzee_Rebel

Are you looking for some financial compensation by any chance?

pmduk

I'd suggest you put this behind you. Any apology you receive at this stage will be insincere. If you really can't use another branch then find another bank.

Stargate2015

Many thanks
we [both] were standing next in que
desk 1 was busy desk 2 had just finished serving, desk 3 had finished serving
so we should have been next, desk 2 just sat there,saying nothing at all, desk 3 was heard saying to desk 2, I have to go serve at the front, desk 2 was heard saying to her, do you have to, looking at me, I always like to have my books, bills etc done properly so may be a bit of a bore
when we went to desk 2 [this was within minutes not ages] her computer was working fine, when my partner questioned the issue, she was abrubt,rude and defencive. If her comp wasnt working then why not say to desk 3, can you serve the next customer?
As my partner who stood with me at the start, had watched the two clerks and conversation, it was clear they were not being proffesional.
Desk 3 did appoligise if she caused any offence, the Manager was very helpfull
No I dont want any financial compensation but a letter of appology and addresssing customer service training would be a good start.
I understand that I need to wait 8 weeks for reply but a acknowledgement of my complaint would be good.
Customer service should be priority no matter who the customers are.

NotRichAtAll

some people like nothing more than complaining about nothing, how many clerks did you actually want to be served by? surely 1 is enough. Pc's freeze all the time.
how were you actually humiliated?

FireWyrm

Why did you think that they didnt want to serve you? Is there something about you that you were feeling self conscious about?

Dizzee_Rebel

Stargate2015 wrote: »

Desk 3 did appoligise if she caused any offence, the Manager was very helpfull

What more do you want? A red carpet?

Honestly if your letting it stress you out this much, maybe go see a Doctor?

Mojisola

Stargate2015 wrote: »

I always like to have my books, bills etc done properly so may be a bit of a bore

When your health is a little better, it would be worth thinking about whether you can be a more relaxed customer.

It might not be that you want your things done properly as the way you come over to the staff.