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Santander hiring 600 staff as it goes on customer service assault
by Chris Marshall on Jul 29, 2010 at 11:22
Santander is hiring 600 UK staff as it tries to improve its much-maligned customer service.
The Spanish bank, which has bought Alliance & Leicester, Abbey and part of what was Bradford & Bingley in the UK, will employ the staff across its growing network of branches and in call centres.
Delivering its numbers for the first half of the year, the bank reported that UK trading profit before tax was up over 10%. It lent £12.3 billion to mortgage borrowers, up 14%. This gives it a gross market share of 19%, the group said.
The group is continuing to expand in the UK and is planning to buy 318 UK branches from the Royal Bank of Scotland. There have been several reports that it is planning to float 20% of its UK operations in order to raise cash to fund its further expansion
Service
Commenting alongside the group’s results today, UK chief executive António Horta-Osório said that the decision to hire 600 staff ‘demonstrates the success of our strategy, our commitment to customer service and our ongoing support for the UK economy’.
He boasted that Santander had more best buy mentions than any UK competitor, but is on service that the group has been seen as falling short.
The effort to improve service comes as new banking entrant Metro Bank launches on the high street today with superior customer services its selling point.
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5 comments so far. Why not have your say?
Anonymous 1 needed this 'off the record'
Jul 29, 2010 at 13:07
"Falling short " could quite possibly be the understatement of the decade! The A&L transition to Santander this weekend has been nothing short of diabolical, hundreds of pounds worth of duplicated payments on my account alone, plus some duplicated credits, which I wouldn't mind if I didn't know that they will suddenly deducted again without a moment's notice. Not to mention £65 which is simply missing - can not be accounted for in any way, apparently it will sort itself out in a few days! This after three telephone calls and sitting on hold for a total of 45mins.
Any it certainly isn't just me, anyone wanting to see the true picture of A&L's customer service, I suggest you take a look at the banking-guide, where they have received a default of one star because unfortunately it is not possible to give no stars.
report thisAnonymous 2 needed this 'off the record'
Jul 29, 2010 at 13:53
6 weeks ago I was offered a position in a call centre for Santander - and that was the last I've heard of the job! I think the way they've treated me, as someone who WAS keen to work for Santander, is a disgrace. These banks think they can push people around - not only their customers, but their staff as well!!
report thisAnonymous 3 needed this 'off the record'
Jul 29, 2010 at 14:11
Even their online service is terrible, i was asked to answer the security question below when accessing my account from another system.
Good for security but there was no actual question and i has 8 security quetions that could potentially be asked.
After a premium rate phone call i was told just put in your place of birth it always does that. Brilliant!! aware of an issue and when asked if this was being fixed i was told that if it happens in future just put in your place of birth.
Cowboys
report thisThe Complainer
Jul 29, 2010 at 14:22
I have received £1,000 in compensation in the last 12 months from Santandurrr due to appalling service. Let's hope it doesn't improve!!
report thisAnonymous 1 needed this 'off the record'
Jul 29, 2010 at 15:04
The Complainer - how on earth have you received compensation?? I have put in several complaints over the past couple of years and in nearly all cases had literally no response. My last complaint went ignored again, until after 8 weeks I received a letter apologising for the delay but informing me that my complaint "was still being looked into" . That was seven months ago - not heard a peep since!
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