Santander Customer Reviews

I’m writing this review to share my experience with Santander’s mortgage process, which has left me not only disappointed but genuinely distressed. My application number was 7739-010626 xxxx, and what I went through was far from acceptable.

After receiving my Decision in Principle in early July, I followed every instruction, submitted all required documents promptly, and monitored the online tracker closely. It showed progress through various stages—application setup, information received, appointment confirmed, interview decision, and final checks. On 16 July, I was told my application was with underwriters and that I would receive an update within five working days.

That update never came.

Instead, I received a brief phone call informing me that Santander had decided not to proceed due to the deposit being a gift. No formal email. No letter. No explanation. Just a call. And then silence.

Even now, I can still log into the mortgage portal and see my application marked as “in progress.” It falsely suggests that I’m still being considered, with steps like “Your Mortgage Offer has been issued” and “Your application is now complete” still visible. This is not just misleading—it’s cruel. It gives false hope and adds to the emotional toll of being rejected without clarity or closure.

I’ve called multiple times. I’ve raised complaints. I’ve been told “we’ll investigate,” but no one has followed up. No one has taken responsibility. I’ve been left in limbo, chasing answers that never come.

This experience has caused me significant stress, disrupted my home-buying plans, and left me feeling completely unsupported. I’ve lost sleep, felt anxious, and had to explain to my solicitor, broker, and family why everything suddenly fell apart—without any documentation or formal explanation to back it up.

This isn’t just about a mortgage. It’s about how Santander treats people. Their systems are flawed. Their communication is non-existent. Their customer service is reactive at best, and dismissive at worst.

If you’re considering Santander for a mortgage, I urge you to think again. I wouldn’t wish this experience on anyone.

Santander provided false information to credit agencies and refuse to retract it.

During an almost 20 year mortgage i missed one (1) outstanding payment, then covid hits and I’m stuck abroad for a couple of years. Instead of contacting me via phone, email or their app so I could fix it they sent a couple of letters to an address I had no access to. Then they proceed to report 27 missed payments to the credit agencies.

Easier to send a report a customer to the credit agencies than call or send them a simple email to fix the issue? Apparently so.

Completely destroyed my credit rating of course.

When I finally found out I tried to contact the bank a few times via writing (no response) as there was no electronic contact. After many hours oh hold via repeated phone calls I finally got through to an extremely patronising human. After explaining the situation I was treated to a barrage of condescending excuses and lies; they flatly refused to either apologise or correct their mistake.

This is how they treat a 20 year customer who has literally paid them hundreds of thousands of pounds in interest.

I personally will never deal with them again and I recommend anyone considering taking a loan from this company to seriously reconsider!

We have had a joint account with Santander 13 years, it’s our main bank account, never been overdrawn and always several thousand in credit, now retired we needed a debit card to facilitate cash withdrawl, went on the Santander on line banking site, no mention of debit card or how to get one, rang Santander, they told me I can’t request one on line or over the phone, the conversation was that I needed to download the Santander App or visit a branch, I don’t do banking on the phone, I know many do but I don’t trust it, I enphasised that I can apply for a mortgage on line, I can take out Credit cards, open accounts make payments of thousands of pounds, yet I cant get a debit card for use on my own account, Santander told me I had to go to a branch, Santander continually close branches, making them further and further away for many, their actions are detrimental and discrimitary to the elderely, the disabled and those who are of limited resources and cannot drive, for us to visit a Santander Branch is a mornings outing if driving, best part of a day by public transport, for us both to go by public transport would cost around £30. I have now recied a letter of Deadlock following my complaint, stating Santander have done nothing wrong, is Santander stupid or just plain heartless and uncaring.

Had a good mortgage with them and a very competitive rate fixed ISA.

Efficient and reliable

Average service

Good

Excellent

no thoughts

Rubbish and overcharges

Good range of products with cashback offers and a good range of credit cards.

A little confusing in layout of account on computer, but info excellent

good

Use very rarely so no real opinion

I like Santander app

Ok overall

Okay

helpful and on the ball !

Good