December 2024 by Ebony Rettie
Applied for a credit card and I had to send documents to them to confirm my ID and address via post (who has time for this also, save the planet and consider paperless). Sent documents and heard nothing for weeks, got in touch for them to say it has been declined because once they scanned it themselves they couldn?t read some of the information and just didn?t bother letting me know and also said in the email to send them scanned copies. The woman on the phone worked to her script and could care less about how inconvenient this was. Told me I could do this online and didn?t even need to post them but the emails said nothing like this. Customer service and over all experience was just terrible and I wish I checked the reviews before applying. Avoid.
October 2024 by Benjamin Wickens
Awful opening hours
August 2024 by Andrew
Santander this year did not respect my being in a mental health breathing space and continued to contact me by phone numerous times (about once a week) asking me to pay my outstanding debts. They even claimed I wasn't in a mental health breathing space, despite the charity Rethink contacting them multiple times to inform them I was. My other creditors were fully aware of the breathing space and respected it.
I am currently setting up a debt management plan with Payplan and despite Payplan being in contact with them they are still contacting me directly harassing me for payments towards my debt.
Furthermore, when I made a formal complaint about my overdraft limit being increased in December 2023 when my credit rating was very poor and I had multiple other debts, Santander concluded their investigation by saying they had done no wrong. I escalated the issue to the financial ombudsman who disagreed with Santander and partially upheld my complaint, pointing out Santander had incorrectly calculated my monthly income and that I had been using credit to pay off other credit which should have made them proceed more cautiously. Of note, 2 weeks have passed since Santander agreed to the ombudsman's recommendations yet I have had no correspondence from them about finalising the matter despite the complaints department's policy being to contact the client within 3-5 working days.
I have also had a nightmare of a time trying to use their website. Whenever I have tried to update my personal details I repeatedly get an error message saying I should try again later (later never works).
Very glad to be leaving behind such an uncaring and incompetent bank.
July 2024 by Roy Henderson
I would like to know why my debit card expired on the june normally i would have a replacement debit card well before the end of the month i never recieved it......so on visiting my bank in aberdeen to check to see if it had been sent to me or lost in the post it had not been sent.......15 days later and still no debit card cant wait to hear what there excuse is maybe they are trying to force me into online banking i dont really know.....what i do know is forcing someone to do something is an infringement of there human rights
February 2024 by Chris Oldrey
Very Very respectively customer service and a very Very good bank to go with aye would recommend this bank to anyone ?
January 2024 by George Duncan
Always had good service at bank
May 2023 by Alex Gilbert
Not impressed was away to get money out the bank but some how changed there closing times from 5 to 3 absolutely disgraceful that is
February 2023 by Critical Thinker
Terrible bank, even their own complaints department lie to you on the phone (nothing against local branch but the company in general is disgraceful)
October 2022 by fariha ibnat
Waste of time
September 2022 by Joaquin Pardo
Awful service. Please avoid this bank. No customer service at all. Having an issue with my credit card and they just told me to call a phone number. 50 minutes just to pickup and the problem still unsolved. Three months to get an appointment.They took my money but there?s nothing in exchange.
April 2022 by Marc McNaughton
Awful Bank.Updated Review 07/04/2022:Had to go into this branch as my online banking was blocked due to my attempt to transfer money to my solicitor.I went in at aprox 3.50pm and was directed to the desk. I sat down and greeted the lady behind the counter, who proceeded to chat to her colleague about her upcoming holiday before even acknowledging me (senior lady with short white hair).I explained why I was here and the lady ignored me and asked if I had a card, despite my statement clearly stating it was a savings account. She was quite rude and ignored my reasons and asked me again what I was here to do - clearly not listening the first time.I was them directed to an office where I was served by Chris. Chris had to phone the anti fraud department and we sat there for 55 minutes on hold (something I did twice already on the phone the past 2 days!).The fact that members of staff have to send hours on hold just like the rest of us baffles me.55 minutes later it was approaching 5pm when we eventually he got through and we had to pass the phone back and forth to speak to the call centre (despite Covid still being a thing we still passed the phone back and forth). After a horrible amount of questions by the anti fraud call centre (which I did at home before being told I had to visit the branch!) we eventually made my payment.I then wanted to make a £1 transfer to an account I hold with another bank prior to making a transfer of a larger sum. I was told by Chris and the call centre person that they would not allow me to do this - either I could transfer all the money or none at all because it was past 5pm. I decided to just transfer it all out of the account and had to go through the same amount of horrible questions on the phone, again passing it back and forth between us.I then asked for a statement of the account but was told this was not possible as it was after 5pm.I then asked if I could close the account but was told I can not do this as it is after 5pm.Eventually I left the branch at 5.15pm, having spent 1 hour and 30 minutes there.It is rediculous that even staff have to spend around an hour on hold to even speak with a colleague.I'd recommend having the ladies at the desk in the back to be trained again on customer service, as the senior lady with white hair is very rude.Overall a terrible service in this branch. Just as terrible as the telephone support you get from Santander (which is a whole other story!).Honestly I'd recommend never banking with them, unless you want rude staff and want to spend hour on hold - both at home and in branch!I will be closing my account as soon as possible.Go to Nationwide or Bank of Scotland - I've never had any issues with them.----------------------Original Review 26/03/2022:Not so great and not the most polite or approachable staff behind the counter.I plan to close my account soon as other local banks are far more helpful and modern.They couldn't even order a statement for my account as my account only has annual statements... Unhappy with this, I messaged santander via internet banking and got a statement sent to me a few days later...Why they couldn't do this in the branch baffles me.The overall attitude of the lady working the counter (Saturday 26th March around 12pm, senior lady with short white hair) was just poor and came across as 'I'm older than you so I must be right'.
February 2022 by Preet Matharu
Nice branch. David Scott was a great consultant, friendly and chatty! Helped me out quickly in terms of issuing a card replacement and closing an account.
July 2021 by all gold
The only Santander branch left in Aberdeen is now closed on a Saturday. A major inconvenience to customers who work full time and need to pay in cash on a Saturday - you can't do that with online banking! Shut the customers out and they won't come back. Hopefully it is a temporary measure as their sign says. If not, I'll be transferring my accounts to another bank.
July 2021 by Ian McDonald
online payments with Mastercard have been declined but are held in pending reducing my av balance. AGAIN
July 2021 by Enrico Simon (Ecobilly)
Terrible service, unhelpfull customer support
