Santander’s efforts to improve its customer experience appear to be paying off. The bank has revealed how many complaints it received in the second half of last year – and the figures are encouraging.
Santander customers made 101,921 complaints about the bank between 1 July and 31 December 2015.
That compares to 121,314 in the first half of the year and 124,829 in the last six months of 2014.
Complaints made to the bank have now decreased through every reporting period since the first half of 2010.
There were 64,622 banking and credit card complaints in the most recent figures, a huge improvement on previous years.
Santander now receives an average of 2.2 banking complaints per 1,000 customers – down from eight complaints per 1,000 customers in August 2010.
The bank says it has simplified many of its processes and systems, and over the past year has transformed its customer experience, launching new products and enhancing services.
New services include free text and email alerts to warn customers when they are nearing an overdraft limit or if their available balance won’t cover an upcoming payment.
Tablets were also introduced into branches in August last year to help customers get online.
In November, Santander partnered with SignVideo to launch a Video Relay Service for the British Sign Language (BSL) community.
The service is available for all account servicing, supporting customers with many of their day-to-day banking queries and transactions.
It allows deaf BSL customers to place video calls to Santander via a link on its website, supporting the bank’s 35,000 active customers who use BSL.
Sue Willis, managing director of customer experience at Santander UK, said: “We work hard to put our customers at the heart of everything we do and strive each day to make Santander simple, personal and fair.
“So it is encouraging to see the number of complaints fall 16% compared with H1 2015.
"However, there is always more to do and whilst we have reduced overall complaints every reporting period since the first half of 2010, we will continue our efforts to improve customer experience.
“We are committed to enhancing the levels of service and want to deliver a great customer experience each day, staying true to our core purpose of helping people and businesses to prosper.”