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Complaints Procedure

Give us the opportunity to put things right

If you are dissatisfied with any part of our service, it's important that you let us know.

By working out problems we can make sure that we give the best possible service to all our customers. All of our standards of service are designed to meet the requirements of the Business Banking Code.

The Code applies to customers with an annual turnover of less than £1m; however we are committed to applying the same principles to all our customers. If we make a mistake we will put it right as quickly as possible.

Our commitment to you

At Santander Corporate Banking, our aim is to provide you with excellent customer service. However, we realise that occasionally we may fail to meet your expectations.

Step 1 - Tell us about your concern

To help you, we want to deal with any concerns or suggestions you may have as quickly as possible. So, if there is something we are not doing as well as you would want or expect, please tell us.

  • Phone - 0844 800 1111*
    Customer advisors available 8am - 6pm Monday to Friday
    8am - 2pm Saturday
  • Write to us at Santander Corporate Banking, Customer Relations Team, Room T54, Ground Floor Operations Block, Bridle Road, Bootle, L30 4GB

We will aim to sort out your concern immediately. If we can't, we will aim to sort it out by the end of the next working day. To help us please make sure you have your account and personal details available.

Step 2 - If we have not resolved your concern at Step 1

We will try to deal with your concern immediately. If, however, we need a little longer a manager will write to you within 5 working days acknowledging your concern and provide their contact details. This manager will keep you informed throughout the investigation and on completion will provide you with a written response.

Should you still remain dissatisfied a Senior Manager will be asked to review your case and provide a final written response.

Step 3 - What to do if you feel we have not dealt with your concern satisfactorily

If our final response fails to satisfy you, or it has been over eight weeks since you contacted us, you may be able to ask the Financial Ombudsman Service (not available to customers with annual turnover of greater than £1m) to look into the matter for you.

This is the free independent and impartial service for resolving disputes between banks and their customers.

The Financial Ombudsman Service will only be able to help once we have had the chance to explore all options, so please ensure that we have been given enough of an opportunity to resolve the matter first.

Copies of our complaints procedure are also available in large print, Braille or audio.

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