Santander Consumer UK plc Reviews 289

Yes, it takes ages to get through to speak to anyone (I waited an hour, thankfully 0800 freephone!)

But once through, I was dealt with by a friendly chap called Gabriel who answered every question and resolved all of my issues.

Clearly this call centre is getting hammered due to lack of staff - but persevere, you will eventually get through and be dealt with properly...

My finance agreement was finished in July 2025 i have so far received 10 letters from them demanding further payment and why did i stop the direct debit then they wanted to refund a payment i tried calling waiting on the telephone 45 minutes 3 times still no answer finally emailed a complaint received apology then stated i would get a letter stating my account was payed in full by email and £50 compensation over a week no email no compensation.Please avoid this company disgusting customer services.

Attempted to pay off the balance of car finance online, but it was "referred" to customer service. Rang and waited 37 minutes before giving up in frustration....

I had to wait an hour to get in touch with them. I do not recommend this finance company to anyone

Just wondered if anyone works here? I want to change my direct debit information but the only way to do this is the print out a form and send it to an address. Firstly not very eco friendly and secondly it’s extremely inconvenient, I don’t have a printer! Every time I have ever called I haven’t ever spoken to anyone because by the time someone answers after hours of calling I get messages like the lines are now closed please call back again tomorrow or the most infuriating one was that I called waited hours for them to pick up and hang up!!

Horrific. Avoid at all costs.
I had car finance with them which ended in June. They continued to take DD payments for July and August. I hadn’t cancelled the DD with my bank, as I didn’t want any mistakes to adversely affect my credit rating.
I’m still waiting for my refund, having complained a month ago, with no sign of any progress and no one willing to discuss it with me.
Honestly I don’t know how they are allowed to trade like this. If anyone else took large sums of money out of my account, it would be theft and I’d be going to the police.
So angry and also stressed about the financial impact this is having on me and my family.

An absolutely terrible unprofessional company that will cause you nothing but stress. Take an hour to get through to speak to someone who is absolutely no help whatsoever. I honestly do not know how they get away with being so unprofessional this day and age.

Very poor customer service including waiting on the phone for an hour and having to give up as still not snswered

Appalling customer service, impossible to deal with, avoid at all costs. I contacted them at 8 am on Monday morning but have not had any response to my frequent calls and emails. Their telephone line is impossible to get through to anyone other than at 8 am each day, their call centre staff are ill informed on the legal agreement wording and the promised manager call within 72 hours never materialised.

Very poor communication, unprofessional (included internal correspondence with email replies). Not at all helpful with the queries we raised. Would never use them again.

The incompetence is off the chats.
Its staggering how a company can either be continue trading with this sort of service.
Just a quick glance at the reviews shows any time anyone has an issue they manage to completely mess it. How are they not embrased in to doing something about it.
There IT systems for the most part do not work they constantly get things wrong and the worst its the service.
Its none existent it genuinely takes hours to get through and more than often than not they just drop your call as soon as you do..

The Web chat is no better huge waits 5 minutes between each answer and there only function is they can send a record of the chat to you. Nothing else.
Its madness.
Do not use them. Tell your friends, tell you family not to use them.

Avoid these people, they are not helpful , was hung up on by them twice , going to settle the agreement in full and will never deal with them again . 0 stars

Trying to hand back my car after end of pcp term . They are unreachable was on hold 45 mins then 1 hour 43 mins to get through to Michelle who then failed to follow it up ! I am now paying to have the car stored and will be sending the bill to Santander ! Absolutely disgusting customer service !!!

Was having financial difficulties with missed a payment asked for help. they didn't help me just wanted to pay back asap. Instead of putting one Missed payment on my credit record. They put five payments missed down it was only 1!

Would give 0 stars if I could. We cannot get through to arrange our end of contract options. Spent hours on the phone at all points of the day trying to get through. The regulator should be all over them if they aren’t already. A shining example of a company who do not take consumer duty and good customer outcomes seriously. In need of a large fine and being made an example of.

Hands down the worst company I've ever dealt with.

They are in total disarray, their IT and systems are all broken, they are severely understaffed, and they are highly unskilled / uniformed as to your account / case and the workings of the business.

One example - at the end of my finance agreement, having communicated multiple times that I wanted to hand back my vehicle - they took £22,000 (twenty-two thousand) pounds from my account!

They then even managed to screw up the ensuing complaints procedure!

Total Shambles.

They just don't answer the phone

This is probably the worst company I've ever had to interact with. I can't believe how bad they are.

The people you speak to on the phone are very friendly and helpful, but nothing gets fixed / changed. Ever.

A car company has chosen them for a car finance deal and Santander have now 'approved my finance', but they seem incapable of actually sending the documents through to me to sign. I've had 20+ phone calls with them over the past month and I'm meant to be picking up the new car in 1 day. But as they haven't sent me the docs to sign then I doubt I'll be able to collect it.

If you are buying a new car and have any choice in which financing company to use then I can't recommend this enough: DO NOT USE SANTANDER CONSUMER FINANCE.

Shocking customer service, can never get hold of anyone on the phone - cant log into an account they dont exist, you can only request settlements - yet I've handed back a vehicle at end of term and its been two weeks with zero letters confirming the finance is settled and cannot get hold of anyone - so far 1 hour and 10 minutes on hold, no one answering chat. Wont use Santander again

Cuando contratas un crédito son todo facilidades. Cuando lo quieres cancelar no hae forma de contactar con nadie. En el banco dicen que no depende de ellos. En las oficinas de Santander Consumer, que tiene que ser por tlf. En el tlf. dicen que por internet. En internet que lo vuelvas intentar. Unos sinvergüenzas.