Santander complaint letter

Rev

Just after some advice.

I'm having a nightmare with santander re my late mothers mortgage.

The CAB have told me to write a complaint letter, but I'm not sure where to send it to, do I just use the adress from their complaints website (Complaints, Santander UK plc, PO Box 1125, Bradford, BD1 9PG) or am I better finding someone to address it to directly? Does it even make a difference?

Also the CAB suggested sending a copy of the complaint letter to the complaints and the berievment departments. Is that a wise move or a bit redundant?

All advice appreciated, I'v e njever sent a formal complaint letter before.

Thanks

naedanger

Rev wrote: »

Just after some advice.

I'm having a nightmare with santander re my late mothers mortgage.

The CAB have told me to write a complaint letter, but I'm not sure where to send it to, do I just use the adress from their complaints website (Complaints, Santander UK plc, PO Box 1125, Bradford, BD1 9PG) or am I better finding someone to address it to directly? Does it even make a difference?

Also the CAB suggested sending a copy of the complaint letter to the complaints and the berievment departments. Is that a wise move or a bit redundant?

All advice appreciated, I'v e njever sent a formal complaint letter before.

Thanks

I would send it by email.

Using email means you have a copy of what is said.

I suggest you also put "Official Complaint" in the header or at the start in bold.

I also suggest you state that you require both a copy of their complaints procedure and that they put all responses in writing so that you have evidence of what is said.

Also don't be afraid to follow their process to the bitter end if you are unsatisfied with their responses. Ultimately at the end of the process you can take your complaint to the independent Financial Ombudsman Service (FOS).

Don't be fobbed off and insist on written responses even if they try to force you to phone. (Putting things in writing has many advantages, including ensuring there is clear evidence if the matter needs to go to FOS.)

For reading:

{Removed incorrect link.}

Rev

naedanger wrote: »

I would send it by email to [EMAIL="CustomerRelations@santanderconsumer.co.uk"]CustomerRelations@santanderconsumer.co.uk[/EMAIL]

Using email means you have a copy of what is said.

I suggest you also put "Official Complaint" in the header or at the start in bold.

I also suggest you state that you require both a copy of their complaints procedure and that they put all responses in writing so that you have evidence of what is said.

Also don't be afraid to follow their process to the bitter end if you are unsatisfied with their responses. Ultimately at the end of the process you can take your complaint to the independent Financial Ombudsman Service (FOS).

Don't be fobbed off and insist on written responses even if they try to force you to phone. (Putting things in writing has many advantages, including ensuring there is clear evidence if the matter needs to go to FOS.)

For reading:

https://www.santanderconsumer.co.uk/wp-content/uploads/SCUK-Complaints-Guide.pdf

Thanks. The CAB stressed that I should send it in writing via recorded delivery obviously keeping a copy for my own records and to insist that all responses be in writing.


I've not included a contact number in the letter and have specifically asked for all relies to be via letter.


I'm just not sure what address to send it too and if I should send it to both departments as suggested.

naedanger

Rev wrote: »

Thanks. The CAB stressed that I should send it in writing via recorded delivery obviously keeping a copy for my own records and to insist that all responses be in writing.


I've not included a contact number in the letter and have specifically asked for all relies to be via letter.


I'm just not sure what address to send it too and if I should send it to both departments as suggested.

The link I provided says:

{Incorrect info removed.}

If you follow Santander's own complaint process (including where to send the complaint) then they have no excuse for not responding appropriately.

Rev

naedanger wrote: »

The link I provided says:

Where to begin
...
• Writing to us at: Customer Relations Team, Santander Consumer Finance, Santander House, 86 Station Road, Redhill, Surrey RH1 1SR

(Not sure why CAB insist on letter rather than email since Santander are obliged to respond to either.)

If you follow Santander's own complaint process (including where to send the complaint) then they have no excuse for not responding appropriately.

Tbh I don't know either. I'm not sure what difference it will make. Maybe they're not aware or maybe they have another reason.


Thanks. That's a totally different address to the one on their complaints website.


I'm not surprised though. They've been utterly shocking so far. The left arm doesn't even know what it's doing never mind what the right arm is doing!


Thanks again.

naedanger

Rev wrote: »

Tbh I don't know either. I'm not sure what difference it will make. Maybe they're not aware or maybe they have another reason.


Thanks. That's a totally different address to the one on their complaints website.


I'm not surprised though. They've been utterly shocking so far. The left arm doesn't even know what it's doing never mind what the right arm is doing!


Thanks again.

Actually ignore the link I gave it looks wrong - just for a specific Santander company. I will look a bit further.

naedanger

Rev wrote: »

Just after some advice.

I'm having a nightmare with santander re my late mothers mortgage.

The CAB have told me to write a complaint letter, but I'm not sure where to send it to, do I just use the adress from their complaints website (Complaints, Santander UK plc, PO Box 1125, Bradford, BD1 9PG) or am I better finding someone to address it to directly? Does it even make a difference?

Also the CAB suggested sending a copy of the complaint letter to the complaints and the berievment departments. Is that a wise move or a bit redundant?

All advice appreciated, I'v e njever sent a formal complaint letter before.

Thanks

I will start again.

Santander should treat all complaints appropriate regardless of whether sent to the complaints address or the bereavement department. (However perhaps CAB's experience is that the bereavement departments are better in practice at handling your type of complaint.)

I would send to the address on their website and if you have the address of their bereavement department you could send them a copy. (If you don't have their address I, personally, would not bother with that department.)

If you follow Santander's own complaint process then they have no excuse for not dealing with your complaint appropriately.

(Sorry about the confusion over the wrong link and address I gave previously.)

Rev

naedanger wrote: »

I will start again.

Santander should treat all complaints appropriate regardless of whether sent to the complaints address or the bereavement department. (However perhaps CAB's experience is that the bereavement departments are better in practice at handling your type of complaint.)

I would send to the address on their website and if you have the address of their bereavement department you could send them a copy. (If you don't have their address I, personally, would not bother with that department.)

If you follow Santander's own complaint process then they have no excuse for not dealing with your complaint appropriately.

(Sorry about the confusion over the wrong link and address I gave previously.)

Thank you.


Appreciate the info!


Will just send it to either the email address or address found on their complaints site.


Have emailed the person dealing with my case at the CAB to see if they have a reason why I can't send it via email.

Gers

A note on recorded delivery - it's not all it used to be and is now usually a waste of money as it's not signed for by anyone in the company.

The advice now seems to be to get proof of postage (FOC) from the post office and keep that instead.

Apart from that, sorry I can't help.

Rev

Gers wrote: »

A note on recorded delivery - it's not all it used to be and is now usually a waste of money as it's not signed for by anyone in the company.

The advice now seems to be to get proof of postage (FOC) from the post office and keep that instead.

Apart from that, sorry I can't help.

I don't mind sending it special delivery but in hoping the CAB say it's okay to email.


Surely they have to sign for special delivery.

susancs

We also found Santander an awful orgainisation to deal with when we had guardianship granted by the courts over my husbands uncle. After a few months of issues, we sent an email to the CEO and it was sorted out in 3 days. I was sent a bouquet of flowers and they deposited £50 in uncles account as a goodwill gesture, plus the branch manager rang up to apologise.

If you google Santander CEO email you will usually find the address. I would send an email to the CEO and at the same time draft an offical complaint letter and send it with proof of postage. The official complaints process can take weeks and you will have that as back up.