Santander Customer Reviews

Great service

Looks after its clients well.

Has a good online banking system

* good customer rates
* customer offers

Website and Account Handling instructions and advice is very clear and to the point. You can bank on them – they do what they say.

Customer service actually works.

Santander provides a significant amount of services, which on one way or another, impact your life. From regular banking services, such as personal accounts and money-lending processes such as house purchases through mortgages, to insurances and brokerage services, this institution covers a wide range of necessary aspects of modern life. In addition, from my personal experience being a client, I feel that although such a large institution, with operations in the entire world, the client service is well served. Whenever I have a need for something, whether it is related to my mortgage, insurance and other aspect needing attention, I feel that I will have full attention from Santander staff. I feel that the message gets through, service is fast and efficient, and the issue is resolved swiftly. To my surprise, since Santander is enormous, and usually these type of things become less important as the company grows in size.

Provides opportunities to improve the banking experience e.g., cashback, good rates on savings

customer service

Banking with Santander is very simple.
The account is easy to navigate and Santander have good customer service.

High street branches. Decent credit cards, UK call centres

Reliable, trusted, great customer service, easy to use products and good value for money.

They provide prompt, efficient, courteous and informative customer service.

Customer services

Provides good customer service via on-line banking and excellent in-branch support

I receive excellent service from this bank,and they have solved many problems for me. I think they deserve to win !!

Their app is very easy to use.

At this point I would give it a 3 star rating

It has remained on the local high street

Very professional and quick on the ball and helpful

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.