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Santander attracts most mortgage complaints

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16/10/2013
More mortgage customers complained about Santander than any other lender in the first half of the year.
Santander attracts most mortgage complaints

According to the Financial Conduct Authority, the lender was the subject of 13,749 customer complaints regarding its home finance provision, over 2,000 more than any other lender.

Bank of Scotland was the next most complained about brand in this area, recording 11,624 during the six month spell. Barclays (4,082 complaints), HSBC (3,465) and NatWest (3,349) completed the top five.

Across all sectors of the industry, the FCA revealed that Barclays bank was the most complained about firm.It received a total of 370,733 customer complaints in the six month period.

The regulator said 2.9m complaints were made in the first half of 2013, a fall of 500,000 on the second half of last year. Payment protection insurance (PPI) remained the most popular reason for complaint, with 1,786,626 cases opened between January and June.

Martin Wheatley, FCA chief executive, said:

“We expect firms to put their customers at the heart of their business – an important part of this is the way they handle customer complaints.

“Publishing complaints data is a powerful tool that helps encourage competition between firms to improve their service to customers, and help consumers assess their relationships with banks and other providers.”

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