Complaints

We always strive to provide you with the best products and services. Unfortunately things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.

We want to sort things out for you as soon as we can. Please address your complaints to the SCIB Client Services team SCIBLondonComplaints@santander.co.uk

What we need

Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:

  • Your name and address.
  • Your SCIB relationship contact point.
  • A description of your complaint and how it's affected you.
  • When the issue happened.
  • A contact number (or other preferred method of contact) and a convenient time to contact you.

Why do we need this information?

We want to fully understand what's gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible. We want to get you back into the position you would have been in had the issue not occurred.

Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need any more information. Calls from us may appear as unknown or withheld numbers.

What we'll do

We'll record your complaint and do everything we can to resolve it quickly:

  • We'll get in touch with you to discuss your complaint and agree the resolution to the problem.
  • Calls from us may appear as unknown or withheld numbers.

Our Final Response

Once we've completed a thorough investigation, we'll give you a Final Response.

Financial Ombudsman Service

If you don't agree with our resolution of your complaint and you'd like to take it further, you can ask the Financial Ombudsman Service (FOS) to look into it. This is a free, independent and impartial service that helps resolve disputes.

Although you can refer your complaint to the FOS at any time, they'll ask for our permission to investigate complaints where:

  • You haven't complained to us first, to give us the chance to put things right.
  • You have complained to us, but we haven't given you our Final Response yet and we're still within our timescales.

We'll send you the full details of our decision in our Final Response, including your right to refer your complaint to the FOS. If you do so, it should be within be 6 months of the date on our Final Response.

Web: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 0 234 567 (free from UK landlines and mobiles)

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR