Santander's woeful customer service

Frogletina

I had an appointment this afternoon with an advisor at Santander. There were other people with queries but no-one at the query desk.

One person got fed up of waiting and left - the person in front of me had already spoken to someone who said they would book her an appointment but didn't even take her name, and the guy at the front of the queue kept looking around and shrugging his shoulders.

At least 10 minutes after my appointment time a young adviser appeared quite flustered. She asked us all what we were there for and told me she would deal with the others and then she'd be free for our appointment. She then sorted a problem a fourth person had with the cash machine - took the first man off for about 10 minutes with his wife into one of the side rooms, came back and took the other lady in to make her an appointment but was chatting to her about her query too - her voice was quite loud. I would not have been happy to have my queries discussed so openly.

Finally she got to me. She did apologise but was rather unprofessional - saying I could see how the branch was not working well and that she'd been on her lunch and she couldn't please everyone.

When I first visited the branch, I was told what I'd need to bring in. The second time when I made the appointment I was told to bring other documentation in, and when this adviser saw what I had brought she said it was not adequate. It wasn't me that told you what was needed, she said, I would have given you the correct information.

You don't want to keep coming into town, she said, I know I wouldn't, she continued. It takes at least an hour and you haven't got all the documentation so my advice to you is to go to xxxx bank as they may be able to deal with you today with what you have. Don't tell my manager I said that though. My manager says that we only sell to one in five customers anyway.

Ok, I said, and left. I guess I should have asked to speak to the manager at that point, but I'd had enough.

colsten

Would love to see the CCTV and the video recording of this visit.

Katiehound

With customer service like that if I was a customer already I would be thinking it was time to vote with the feet.... and if I was a potential customer .... well, I would not be darkening the door again, unless it was the only bank with a local branch.
As I recall Santander have not had the best customer ratings in the past!

Just a thought... having effectively cancelled your appointment were you offered a small financial handout? If an existing customer I would be phoning their helpline because that is not acceptable.

pmduk

At least you found out the service that branch would provide before opening the account.

mgdavid

for balance, worth saying that many people need never see inside a branch at all. I have several accounts with banks that I don't even know where the nearest branch is. My main account, I visit a branch maybe twice a year to pay in a cheque (remember them, how quaint!).

Frogletina

Thanks for all the comments.

I did ask the advisor to go through the accounts with me while I was there only to find out when I checked online this morning that she had not advised me of all the terms and conditions.

The accounts I wanted were ones that are in trust for children, and I was not advised that the maximum for each account is £2000. So I have decided that I will go with Nationwide where the interest rate is the same but has a much higher balance.

I have not yet contacted Santander about their lousy service but I think that I will do. By the way, the bank I was told to try instead only offered 0.5% - so she expected me to be willing to forgo 2.5% interest until the said children were 18 rather than return with further documentation!

mgdavid

Presumably you checked here first?
http://www.moneysavingexpert.com/savings/child-savings-tax-free

(Halifax 6% for 1 year looks good....)

Frogletina

mgdavid wrote: »

Presumably you checked here first?
http://www.moneysavingexpert.com/savings/child-savings-tax-free

(Halifax 6% for 1 year looks good....)

Yes, the interest rate is good but it is a regular savings account and I'm looking for ones that I can open and deposit lump sums in from time to time and will stay as accounts in trust until the children are 18.

pmduk

I hope you've learned a lesson, remember all branch staff are sales staff. Caveat emptor - Do your own research first they'll tell you whatever suits their own current sales target (despite it being called something else these days).

Frogletina

pmduk wrote: »

I hope you've learned a lesson, remember all branch staff are sales staff. Caveat emptor - Do your own research first they'll tell you whatever suits their own current sales target (despite it being called something else these days).

I'm usually really good at researching accounts - I have over 30 accounts to maximise interest and cashback including 7 regular savers. It's not like me to miss the limits on the account.

Obviously this sales advisor wasn't bothered about her sales target since she advised me to go to another bank, which turned out to be a blessing in disguise.

henm2

pmduk wrote: »

I hope you've learned a lesson, remember all branch staff are sales staff. Caveat emptor - Do your own research first they'll tell you whatever suits their own current sales target (despite it being called something else these days).

A bit out of date there. In my experience hard selling in banks disappeared a few years ago mainly due to the tight regulations of the FCA.