Santander Mortgage Application– A Deeply Distressing Experience
8th August 2025
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.
Kish
Verified
Provided false information to credit agencies
3rd July 2025
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!
Mark
Verified
Uncaring Discrimative.
3rd July 2025
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.
Tony
Verified
Mortgage and ISA
19th February 2025
Had a good mortgage with them and a very competitive rate fixed ISA.
Ms Augustin
Efficient and reliable
27th July 2024
Efficient and reliable
Chris Jenkins
Average service
16th July 2024
Average service
Dr Phillip Fielding
Good
15th July 2024
Good
Ian Ogilvie
Excellent
13th July 2024
Excellent
Malcolm Fisher
no thoughts
12th July 2024
no thoughts
David Smith
3/5
12th July 2024
Mimi Chan
Rubbish and overcharges
12th July 2024
Rubbish and overcharges
Brian G Muirhead
Good range of products with…
11th July 2024
Good range of products with cashback offers and a good range of credit cards.
Jo Green
A little confusing in layout…
10th July 2024
A little confusing in layout of account on computer, but info excellent
Rhoda Volpe
good
7th July 2024
good
Peter Greenland
Use very rarely so no…
7th July 2024
Use very rarely so no real opinion
Karen Gunn
I like Santander app
4th July 2024
I like Santander app
Richard Chandler
Ok overall
4th July 2024
Ok overall
ricardo emanuel candeias
Okay
3rd July 2024
Okay
Richard Gordon
helpful and on the ball…
3rd July 2024
helpful and on the ball !
R P Dyer
Good
2nd July 2024
Good
Shanmukha
Santander Alternatives
Compare the best bank accounts in the UK by account costs, interest rates, switching offers and customer satisfaction, so you can pick the best bank account for your money.
Revolut will give you a boosted savings rate of 4.50% AER (variable) if you open an Instant Access Savings account before 22 January 2026. No withdrawal fees. No minimums.
Revolut is an all-in-one banking and investment app loved by millions
Provider: Revolut
Verdict: Revolut offers banking, saving, spending, investing, foreign exchange and cryptocurrency services to 50 million individual customers and 500k businesses around the world.
Revolut is a good choice for investors that want to buy and sell major shares and cryptocurrencies. No funds, or smaller cap stocks, but a good entry-level account for most investors.
One of the most commonly asked questions about new banks and fintech is if they are a safe place to keep your money. The answer is generally, yes, if they are regulated by the FCA as funds are protected by the FSCS up to £85,000. But, Revolut, is regulated as an e-money institution and not as a bank so you do not get the FSCS protection.
Revolut says that if they were to go bust, client funds would be paid out of a “safeguarding” account which is a type of ringfenced account where client funds are held. When funds are in this type of account, Revolut cannot (in theory, at least) lend them out or use them to run the business. This is how banks traditionally made money, they pay you a smaller amount of interest than they receive on the money they lend out and make a profit from the difference (among other things).
For small money transfers, Revolut is safe enough, but as with all currency conversions if you are sending over £10,000 abroad you should be using a currency broker. You’ll get much better rates, more control over when you buy and sell, help with all the AML (anti-money laundering) issues that may come up, and the ability to lock in the currency exchange rate for up to a year in advance (if you think it will move against you).
With Starling Easy Saver you can Earn 2.50% AER (2.46% gross) variable interest on your money. Add and withdraw as often as you like, with no minimum deposit and no penalties.
Starling Bank: A UK digital bank with modern features and competitive savings
Provider: Starling Bank
Verdict: Starling Bank is a UK digital challenger bank offering personal, joint, euro and business accounts. It has no monthly fees, FSCS protection on deposits up to £85,000, and is regulated by the FCA and PRA. Starling is based in London, with its registered Starling Bank address at 2 Finsbury Avenue, London, EC2M 2PP.
For most users, yes. Starling Bank offers fee-free banking, competitive savings rates, and an excellent app. Is Starling going bust? No — despite regulatory fines, it remains stable, FSCS-protected, and growing. It’s one of the strongest digital options for personal and business accounts, as long as you are comfortable with app-based banking and don’t need branches.
Pricing & Interest Rates
Starling Bank has built its reputation on transparent pricing and competitive interest rates. Its Easy Saver account currently pays interest on 12-month terms. It has removed interest on standard current accounts from February 2025, reducing returns for customers holding large balances.
There are no monthly account fees, and Starling does not charge extra for spending abroad, using Mastercard’s exchange rate for foreign card payments and ATM withdrawals. These features make it attractive for both domestic and overseas use.
Products & Features
Starling Bank offers a full range of current and savings accounts, plus business and euro accounts. It has budgeting tools like Spaces for ring-fencing money, Bills Manager for setting aside funds, instant transaction notifications, and strong card controls.
Business customers can connect accounting software through the Starling Marketplace and access free UK payments and integrated spending insights.
There is no Starling Bank credit card yet, but its core products are broad and well integrated, giving users strong day-to-day banking functionality.
App & Website
The Starling Bank app is one of the strongest in UK banking. It has a clean design, reliable performance, and highly rated features like cheque imaging, instant alerts, spending categories, savings goals, and card freezing.
The app and online banking platform are regularly updated, and customer reviews praise their stability and ease of use. Starling Bank login is secure and fast, and you can open or close accounts entirely through the app without needing branches.
But website bank account access is limited.
Safety & Reliability
Starling is a licensed UK bank with full FSCS protection and robust security tools like biometric login, fraud monitoring and instant card controls. It has faced scrutiny, with the FCA fining it £29 million in 2024 for “shockingly lax” anti-money laundering controls, which has raised questions about Starling Bank financial struggles and governance, though it remains solvent and operational.
The bank has since pledged to improve compliance systems. While these failings dented its reputation, Starling Bank is safe overall, and is Starling a UK bank? Yes, it is fully regulated and headquartered in London.
Customer Experience
Customer reviews are generally positive, praising fast account opening, helpful in-app chat support, and the absence of fees. Users say it is intuitive to use day-to-day and Starling Bank abroad works well, with no extra charges for foreign spending or ATM withdrawals.
Cash deposits are possible at Post Office branches using a Starling Bank sort code and account number, which answers common questions like how to pay cash into Starling Bank or how to put cash into Starling Bank.
There are occasional complaints about delays resolving complex fraud or disputes, but these are relatively rare.
The Santandar Easy Access Saver pays 2.00% AER (variable) for 12 months and allows instant, penalty-free access to your money. You can open the account with as little as £1 and save up to £2 million, making it suitable for both small balances and larger sums where flexibility and easy withdrawals are a priority.
With Chase during your first 31 days as a new customer, you can open an easy-access Chase saver with a boosted rate that adds an extra 2.25% AER fixed for 12 months on top of the standard variable saver rate. With the standard rate currently at 2.25% AER (2.23% gross), this gives you a total return of 4.5% AER (4.41% gross) for 12 months, helping your savings grow faster. You can save up to £3 million and still enjoy easy access to your money throughout, so your funds aren’t locked away.
eToro's GIA lets you invest in US stocks with zero dealing and account fees
Account: eToro General Investment Account
Description: eToro’s GIA lets you invest in a huge range of US, UK & global shares & ETFs with no account fees. It also has a thriving community of investors you can follow, and you can copy their investments with eToro's CopyTrader tool. Plus, there are some mainstream professionally managed portfolios to buy. eToro is a multi-asset investment platform. The value of your investments may go up or down. Your capital is at risk.
eToro is a great GIA for investing in the long term if you’re interested in buying major US stocks and copying the portfolios of other successful traders. Jeppe Kirk Bonde, for instance, has historically produced market-beating returns for his 30,000 followers, and now has over $100m copying his portfolio (though past performance is no indication of future results). (Disclaimer: eToro is a multi-asset investment platform. The value of your investments may go up or down. Your capital is at risk.).
Pricing: No account fees or commission – great value and a low minimum account size of £10
Market Access: Access to the most popular global markets through a general investment account. There is limited access to smaller cap shares, but you can invest in crypto, which most other traditional investing accounts don’t let you do. Plus the copy trading feature lets you see what other investors hold in their portfolios and what they think about the,m which you can copy manually or automatically.
App & Platform: really easy to use, no complex order types but that’s not really what eToro is about it’s about discovery.
Customer Service: Quick responses from the live chat and email support and if you’re accuont is over $30k you get a personal account manager.
Research & Analysis: eToro have some really good social channels with educational vides, some excellent “how to” courses (which are free so no need to buy a trading course from a Youtuber. But the most unique thing is the social feed where investors chat about what they are investing in.
However, there are some things I believe eToro could improve for long-term investors from the UK.
The main issue is that the accounts are in USD, and you can’t invest through tax-free wrappers, or into a pension, and there’s limited access to bonds and funds.
eToro also used to absorb the stamp duty on UK shares. But now you have to pay the 0.5% UK stamp duty tax when investing in UK companies, so that tax break has gone.
I explain below why these are issues if you’re investing in the long term.
USD Account Balances
With eToro, your account balance has to be in USD. This is part of how it makes money (when it converts your GBP into USD) but it means that if you buy UK shares, then over time your profits can be eroded by differences in the GBP/USD exchange rate.
Granted this can also work in your favour, but you’re not trading FX – you’re investing. And if the exchange rate moves 5% and you have a £100,000 portfolio, that’s £5,000 lost.
No ISA or SIPP
With an ISA you can invest up to £20,000 a year and no pay tax on the profits. Unfortunately, eToro doesn’t have its own ISA. It does have a co-branded eToro ISA in partnership with Moneyfarm. But Moneyfarm is more of a digital-wealth manager, so you may as well just open a separate account with Moneyfarm – it will at least help you resist the temptation to speculate with your long-term investments.
With a SIPP, you’re investing for your pension and, as with an ISA, you don’t pay tax on your profits. But with eToro you can’t invest in a SIPP, so if you’re buying shares and aim to hold them until you retire, your tax bill at the end of it could be unnecessarily high.
No Funds, Corporate Bonds or Small-Caps
eToro is great at giving investors access to popular markets like US stocks, cryptocurrency and commodities, but its market access is pretty limited. You can’t invest in small-cap growth stocks in the UK, for example. And if you’re building a long-term portfolio, it should be diverse so you should add in some corporate bonds (fixed-income investments) and some funds that spread the risk and invest in lots of shares and bonds for you.
This is a shame, because eToro generally does give people what they want. However, it would be better if it focused a bit more on what people need.
On the positive side, eToro does let you invest in bonds through bond ETFs or fixed-income portfolios like YieldGrowth which contains a range of 13 bonds from Vanguard, iShares and SPDR.
Monzo’s Instant Access Savings lets you earn 2.75%–3.25% AER (variable), paid monthly, with instant access to your money whenever you need it.
Available as an Instant Access Savings Pot or Cash ISA, with no minimum deposit and the flexibility to save up to £1m (or £20k per year in an ISA).
Eligible deposits are FSCS protected, and you’ll need a Monzo Current Account to open one.
Barclays’ Rainy Day Saver is an instant-access savings account designed for emergency funds, paying a market-leading 4.21% AER (variable) on balances up to £5,000, with a lower rate on amounts above that. You can withdraw money at any time, earn interest paid monthly, and set savings goals in the app. The account is exclusive to Barclays Blue Rewards members or Premier Banking customers, making it best suited to those already banking with Barclays and keeping savings under £5,000.
The Nationwide FlexOne Saver is an instant-access savings account for children and teenagers aged 11 to 17, available exclusively with a FlexOne current account. It pays a competitive 5.00% AER (variable) on balances up to £5,000, with interest calculated daily and paid annually. The account offers full online and branch access, allows withdrawals at any time, is FSCS protected, and when the account holder turns 23, the balance is automatically moved to another instant-access savings account.
First Direct offers three instant-access savings options to suit different saving styles. Its Savings Account is a simple, flexible option paying 1.15% AER, ideal for everyday saving with no limits on withdrawals. The Bonus Savings Account rewards good habits, paying up to 3.50% AER on balances up to £50,000 in any month you don’t make a withdrawal, making it well suited to building a rainy-day fund. For tax-efficient saving, the Cash ISA pays 2.75% AER tax-free and lets you save up to £20,000 per tax year, with instant access via transfer to another First Direct account.
Lloyds Bank’s best savings rate is 6.25% AER (fixed) with the Club Lloyds Monthly Saver, available if you hold a Club Lloyds or Lloyds Premier current account and save £25–£400 per month for 12 months.
For easy-access savings, the top rate is 2.75% AER on the Club Lloyds Advantage Saver or Advantage ISA, as long as you make no more than three withdrawals a year.
Most other Lloyds instant-access accounts pay 1.20% AER or less, so the highest returns come from regular saving or limiting withdrawals.
TSB Bank’s Easy Saver pays 1.10% AER (variable), including a 0.10% fixed bonus for 12 months, and can be opened with just £1.
It offers instant, fee-free access to your money and is easy to manage via the app, online, by phone, or in branch.
Interest is paid annually and deposits are FSCS protected up to £120,000.
The Co-operative Bank’s Online Saver pays 2.06% AER (variable), dropping to 2.00% from 9 March 2026, and offers instant, fee-free access via the app or online banking.
You can open it with just £1, move money in and out as often as you like, and hold multiple accounts to create separate savings pots.
The best rate with Co-op overall is 7.00% AER on its Regular Saver, available to current account holders who save up to £250 per month for 12 months.
Metro Bank’s Instant Access Savings pays 0.90% AER (variable), with interest paid monthly and no restrictions on withdrawals.
You can open the account with just £1, save lump sums or regularly, and access your money any time.
It’s a straightforward, flexible option, though the rate is lower than top-paying instant access accounts elsewhere.