Santander complaint letter

Rev

susancs wrote: »

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.

Thanks but I sent an email to the CEO office at the beginning of June. Detailing the issues and how long it had been going on.

They've been of absolutely no help whatsoever. They also seem to have no authority despite clams of being the CEO office as every time he asks another department to do something or help in some way he is told sorry no.

Don't get me wrong he has tried to be helpful. He's called me once a week to basically say 'sorry I don't have an update'. But in terms of actually being helpful and getting the matter sorted? They've have been useless.

[Deleted User]

Rev wrote: »

Thanks but I sent an email to the CEO office at the beginning of June. Detailing the issues and how long it had been going on.

They've been of absolutely no help whatsoever. They also seem to have no authority despite being the CEO office as every time he asks another department to do something or help in some way he is told sorry no.

I can assure you the CEO of Santander doesn't spend his time dealing with customer complaints. In reality, your complaint to his "office"will be dealt with by just another grunt at the Bank.

Rev

Moneyineptitude wrote: »

I can assure you the CEO of Santander doesn't spend his time dealing with customer complaints. In reality, your complaint to his "office"will be dealt with by just another grunt at the Bank.

.


I wasn't under any impression that the CEO himself dealt with the complaints.
Nor did I say I thought he was dealing with it.


I simply stated I thought someone from the CEO office might actually be able to deal with my issue. But that's not been the case. They're as useless as any other department.

[Deleted User]

Rev wrote: »

I simply stated I thought someone from the CEO office might actually be able to deal with my issue. But that's not been the case. They're as useless as any other department.

That's because they are the SAME complaints department.

Do you really think there is a separate "office" to deal with complaints addressed to the CEO?

If this were the case, everyone would send their complaints "direct" to the CEO and so get "special" treatment.

Rev

Moneyineptitude wrote: »

That's because they are the SAME complaints department.

Do you really think there is a separate "office" to deal with complaints addressed to the CEO?

If this were the case, everyone would send their complaints "direct" to the CEO and so get "special" treatment.

I'm really not going to go around in circles here.

I at no point said I think I should get or deserve special treatment.
I at no point said 'I think the CEO office will give me special treatment as they have more power than normal customer service'. I have stated twice now that they're no better than standard customer service.

I didn't even mention the CEO email until someone said I should email the CEO office. To which I replied it was a waste of time as they have no more authority than standard CS.

If you've nothing constructive to add then why even bother?

What an utterly pointless thing to pick a argument over.

[Deleted User]

Rev wrote: »

I didn't even mention the CEO email until someone said I should email the CEO office. To which I replied it was a waste of time

To which I agreed.
My posts were in response to you and the person who suggested the "CEO" route.

While you may have learned already (the hard way) that this route is no better or worse than simply following the correct complaints procedure, other readers may not be aware.

It's your thread, but it's a public forum and I'm not arguing.

Rev wrote: »

If you've nothing constructive to add then why even bother?

You should now be approaching the Financial Ombudsman Service (FOS), as you have already given Santander enough opportunity to resolve your complaint.

http://www.financial-ombudsman.org.uk

In post #1 you say CAB have suggested you write a complaint letter. However, just a few posts later you say that you have already complained to the CEO's "office" in June. All you have to do is forward the E-Mail (and responses) to the Ombudsman.

steampowered

Do you really think there is a separate "office" to deal with complaints addressed to the CEO?

Like most large consumer-facing companies, Santander does in fact have a dedicated "executive complaints team" which is not the same as their broader complaints team.

Obviously the CEO will not deal with the complaint personally, but a complaint addressed to him will go to the "executive complaints team". These teams usually have more time and more power to resolve things than standard customer complaint agents.

wealdroam

steampowered wrote: »

Santander does in fact have a dedicated "executive complaints team"...

Can we assume you have worked for Santander at some time?

Or on what other basis are you presenting this 'fact'?

[Deleted User]

steampowered wrote: »

Like most large consumer-facing companies, Santander does in fact have a dedicated "executive complaints team" which is not the same as their broader complaints team. .

While designated staff may well respond to complaints addressed to the CEO, the "office" is in the same building as the rest of the complaints department. They don't have any extra power to resolve complaints but, if a complaint has already been dealt with unsatisfactorily by others, they do tend to be a little more generous with goodwill payments (and flowers). Any non-urgent complaint will just enter the normal complaints process,

Regardless, all complainants simply should follow the bank's own complaints process. If the bank does not provide a "full and final" response within eight weeks (or the response does not satisfy the complainant) then the Ombudsman is the final arbiter in the dispute. Trying to circumvent this process is normally frustrating and futile.