Santander Consumer UK plc Reviews 289

Poor customer service with the lack.of response to emails and official communications. Leave well alone

The app is not working it's taking you for a ride
Waiting time over the phone is horrific
They don't respect you as a customer
Disgusting

Absolute horror-show!
Quite simply the worst it is possible to be. Literally DOZENS of phone calls to sort out finance on a broken car being returned to dealership. Could never get through, almost never called back, took months to sort out. Lackadaisical staff, working from home, who didn't know and didn't care. Just a nightmare from start to finish.

We have car finance with them and let them know when our bank details changed. 4 months on and proof on my e-banking that we are up to date we are receiving threatening letters daily. They haven’t responded to our chats, emails, calls and letter and are now threatening to take my car. We have now involved the Financial Ombudsman and are speaking to a solicitor. DO NOT USE THESE RIP OFF USELESS INSENSITIVE!!!!!!

Considering your trust pilot score is 1.2 I agree with all everyone has put here.
Completely incompetent company!
No contact whatsoever from them and you are the one always chasing for information, happy to ask best way to contact you when you ring but don’t follow through and you’re lucky to get any information from them.
Taken this car and refuse to help during hard times and then STOLE the entirety of everything that was inside reducing value of the car as no logbook, missing dash cam £200+ and GDPR info.
Happy to charge you extra for the pleasure of being with them.
Stay well clear of this company!!

I Don’t think I’ve ever dealt with a more incompetent company in my life. They are supposed to be updating me on the progress of the rejection of my car, but they do not answer the phone nor do they call back. They do not give the contact details to escalate to management- I have no idea how a company the size of Santander can be proud of this level of service. If given the option, avoid Santander consumer finance at all costs. I am getting the financial ombudsman involved as it is borderline scam territory to operate a business like this

Utter shambles of a website. Want to see your car finance agreement dashboard? You know the one - like EVERY OTHER WEBSITE ON THE ENTIRE INTERNET HAS? Where you can see payment schedule, direct debit details, personal details, car details, agreement number, bank details etc. etc. ?? Unlucky friends, there isn't one. In fact you can't do ANYTHING on the website whatsoever. It is beyond archaic and makes me so angry they're allowed to get away with it - because (and trust me on this) phoning them to do or request anything is utter, utter torture. You're probably reading this because you're already with them; you have my sympathies.

1hour 15 mins hanging on the telephone waiting to speak to an advisor and I still didn’t speak to someone. Ridiculous!!

De loin la pire banque jamais vue.
Ils sont incompétents ils vous laisse en attente ils ne vous répondent jamais et vous donne des montants sortis de nulle et quand vous demandez le détails on vous envoie balader comme de la M. On vous traite comme des criminels si vous avez du retard.
J'ai jamais vu ça vraiment fuyez cette banque de nuls. Je ne sais même pas comment c'est possible qu'ils peuvent encore exercer sans se faire fermer. Vraiment ne faites pas confiance à eux c'est une catastrophe gigantesque

My inheritance was transferred by Lloyds to Santander the wrong account a closed business account so the money should’ve bounced straight but didn’t I’ve had most of my money transferred back but am missing nearly £800 I would really like this sorted asap.

Dreadful. I cannot log in to my account to see my remaining balance, this is despite the fact I'm inputting details correctly. Something extremely wrong here. Even logged a complaint, which so far is just not acknowledged at all. Maybe I need to just stop paying these people in order to get them to act? This is absolutely dreadful. Ringing them is completely futile too, no-one actually answers the phone! If anyone does read this, and understand my concern, I'd suggest you think first before responding and don't dare threaten me with 'not paying can affect my credit rating' and other rubbish. I think you need to act. So do something positive and that won't be to get me to call you ... Because it's impossible. Take my word for that. You don't respond to email either.

Got a bike though them payed off and there still saying I owe more money. Definitely not doing there job properly. This is how people get a poor credit score over there mistakes . Not to mention I was waiting to speak to them on hold for over 45 minutes .
Definitely don’t recommend!

I bought a car through MG on 16th August brand new, it had nothing but faults, has been repaired twice with continuing faults. Tried to reject 3 times was told this wasn’t possible, got the ombudsman involved in the case, case handler sent resolution to Santander and they have completely ignored this for 2 weeks, today is the final day to respond. Putting customers through this stress and inconvenience is not appropriate nor is it fair!! I am absolutely mortified by the customer service I have received especially when calling up 2 days ago only to be told that they would no longer speak to me as the Ombudsman are involved!!

Partner has pcp finance with this company. The customer service is terrible, taking 30 minutes to even talk to someone. Something simple like adding a private reg becomes impossible as they say they don’t receive any paperwork, and refuse to do it over the phone. When the PCP ends you try settle, they say wait for letters through the post, then send the wrong letters. Avoid like the plague.

Absolutely disgusted by the customer service of Santander in UK. Is one of the most unprofessional, untrained, inexperienced customer service provider that I ever met and this is a WARNING for all of you in UK looking to deal with them: DO NOT!!! Stay away from this people, they cannot even handle a phone call, they will shut the phone in your nose cause, they will never sort out your issues and you will never be able to speak with anyone competent ever! This is from far the worst experience I ever encounter with a lender. STAY AWAY FROM SANTANDER AT ALL MEANS!

I have my car PCP with them. I spoke to them last week about paying a lump sump into my account to reduce the negative equity on my car which I am in the process of selling. I did a bank trasfer and immediately phone to ask if they had received the funds. I was told it would take up to 5 working days for it to be 'allocted' to my account. No doubt a way of extorting more interrst out of me. They also said my direct debit fom the 15th Jan wouldn't be allocated until 23rd Jan?

Yesterday I went online to their chat and it was confirm they had 'allocted' both payments. I spent yesterday evening and first thing today trying to generate an onliine settlement and was receiving a message to phone them.

I spoke to someone today and was informed that I should have asked for a part settlement because as things stand my account is in credit and they would just keep taking monthly payment from that. I pointed out that no one last week told me this. I asked how long this would take to deal with and was told I would get a letter in about 2 weeks!

The operator said she would 'try' and push the dedicated team about this and that I should phone back tomorrow not holding my breath.

This potentially is going to cost me the same of my car as motorway can't advertise it until I have a copy of the settlement.

Shocking

UPDATE 24/1/23
Wan't actioned until approx 17:00 hrs last night. Still unable to genrate a settlement today!

Scam Total scam.
It was very first time with this car finance provider.
Worst, avoid. I would have never signed the agreement if I have seen other reviews as well.
I have been introduced as evolution finance when I purchased the car from Cazoo.
Avoid it.
I have used other car finance before but this one is the worst of the worst.

Worse Customer Service i have ever experienced. No one ever replied to emails, the phone staff are clueless. Mazda could do a lot better !

Unfortunately I’m joining the majority in saying this company is woefully poor and if I was Volvo I would reconsider who provides finance. As a global company you would expect a professional yet friendly service but again …. Yep you guessed it it’s amateur at best.

You can’t contact anyone, when you do call it’s always another department who is unavailable. I had a lease over 3 years and within 20 days of the contract expiring I decided to return as I was away on business for the date it was due to be returned. The over mileage fee arrived and in the interest of balancing this review that was reasonable with a good will gesture buffer then standard charge as per my contractual agreement. Then the vehicle return using the industry standard the car was immaculate but they send BCA ( auctions ) despite that I disagreed with a superficial scratch on the bumper ( probably popping in a shopping bag ) had to sign to say I disagreed. Then another invoice arrives for an early termination even though I am within 30 days but reluctantly I appreciate it was likely in the T&Cs I signed up for. I will say my sister had a contract hire with VW no issues at all when she returned 28 days early no charge and no requirement for an MOT but Santander insist the car won’t be collected without one. Now you could argue they are looking after Volvos interest but really this is their own interests and wether it’s just this country or all countries the culture of Santander is awful. It’s archaic, unprofessional and dehumanised. I have dealt with a number of banks and credit companies in the past but Santander consumer have truly excelled themselves as the worst company in terms of customer service and consumer rights they just want your money, they don’t care. My recommendation from my own experience is use another lease company as Volvos are beautiful cars I just hope Geely Cars ( who manufacture Volvo ) review the customer performance with Santander not just the P&L because you’d be forgiven for thinking Santander consumer is run from someone’s garden shed ! Geely if you are reading this I’d be happy to provide constructive feedback on why you should reposition your contract hire arrangements with a finance provider who is fair and transparent