Santander Consumer UK plc Anmeldelser 

If you have the choice to go elsewhere for a car lease, do it. This is genuinely one of the worst organisations I’ve had the pleasure of interacting with.
Rather than helping customers, their approach to service is entirely defensive. Instead of listening and trying to help, they hide behind their terms and conditions at every opportunity. Expect to wait a minimum of 20 minutes to speak to anyone—on some occasions, I’ve waited over 40 minutes. When you finally do get through, you can expect to be patronised with narcissistic replies like, “I’m sorry YOU feel this way.”
Save yourself the time and frustration and take your business elsewhere.

I paid off and closed my loan early on 30th October. Before doing so, I asked the advisor whether I needed to make the next scheduled payment, and I was clearly told that I did not.

However, the payment was still taken from my account. Nobody has been able to explain why this happened.

What is even more confusing is that my account shows that the bank owes me £80, but when I contacted them, I was told that this money does not belong to me.

when I paid an additional £181, yet my account only shows £80 as a credit balance. Nobody seems able to explain where the remaining money has gone or why these figures do not add up.
As a result, the bank was unable to collect the payment for my other loan. i hope its wont show on my credit score as i paid straight a way as i knew about it .

Unable to contact Santander despite urgent £2,500 end of contract invoices

I recently terminated a vehicle contract-hire agreement with Santander Consumer Contract Hire and have been extremely disappointed by the customer service throughout the process.

Despite providing collection dates in September, repeated chasing and numerous attempts to contact Santander, my vehicle was not collected until 30 October.

I raised a formal complaint, which Santander acknowledged on 20 October, but have yet to receive a substantive response.

I have now received invoices totalling over £2,500, dated 1 November but not delivered until 9 November, leaving very little time to review the charges or arrange payment.

I accept that excess mileage is chargeable under my agreement. My concern is that Santander has provided no effective means of discussing an affordable repayment arrangement for the £1,936.32 mileage invoice. I have offered to continue payments at approximately my previous monthly rental amount.

The separate £586 damage invoice is formally disputed, and I am still awaiting the supporting inspection evidence.

I have repeatedly attempted to contact Santander through its published channels, without obtaining meaningful assistance. I have now escalated the matter through its official complaints process.

I am not asking to avoid legitimate contractual obligations. I am asking Santander to communicate with its customers, provide evidence for disputed charges and offer a reasonable opportunity to arrange payment.

I will update this review if Santander engages constructively and resolves the outstanding issues.

Feels like one of those companies you reserve the "0 rating" for. Issue with my advanced payment and the customer service is honestly horrific. It's like going back to the dark ages. Painful wait times, get told one thing on one phone call, then another by a separate agent. Make a complaint and get no response. Finance department seemed to work on carrier pigeons. I love my Tesla but honestly I would return it if I could just to never have to deal with these incompetent people.

My house had a new roof. When attempting to pay for that new roof, Santander stated I was a liar and my house did not have a new roof. I also have hearing loss and wanted email communications with Santander. Santander sends me emails. A Santander senior manager instructed me to use their snail pace communications. Now I will seek advice concerning Santander refusing to comply with Disability Discrimination Act and Equality Act.

Dont answer the phone re a parking charge , tried to calll twice and nothing , on hold for 20 mins both times

0 Stars

An utterly abhorent organisation.
Void of any honesty and integrity.

I am currently on complain number 4 with 58 days of zero response!

An utter shambles of an organisation.

Our car leasing invoices are sent in the post. They didn't send two during one month so thought it would be simple enough to get in touch and request a copy. 5 e-mails without a single answer - spent over an hour waiting for someone pick up the phone who said they would e-mail said invoices. They sent completely the wrong ones and I can't bear the thought of getting in touch again. I feel like this is all deliberate to stop people getting in touch. We are swapping suppliers as soon as contract is done. Appalling service. The reviews are accurate.

I think the reviews speak for themselves. They are understaffed, long holding times and I've now waited over eight weeks for what should be a simple decision. Now I have had to re-submit the application because it has expired. A complete shambles.

Its the worst company to deal with and to get customer service from. it takes more than a month to get a response on a email, and every time the excuse is , we have larger than normal volumes to deal with. whatever you do , dont deal with them.

I recently applied to open an account with Santander, largely because of the switching incentive. My application was declined, apparently on the basis of my credit score, and I was directed to Experian, where my score was shown as 1070 out of 1025 and rated “Very Good”.

I appreciate that Santander will have its own criteria when deciding whether to accept an application and that a credit score alone may not determine the outcome. What I find particularly frustrating, however, is that the email I received provided prompts to “challenge” the decision, yet when I attempted to use them, the options were disabled.

I then contacted Santander through Facebook in the hope that someone could explain how I could raise the issue, but was advised that they were unable to help.

Having now come to Trustpilot to share my experience, I can't say I am particularly reassured by what I have seen. In hindsight, I am actually quite grateful that my application was declined. I currently bank with Halifax and Monzo and have been very happy with both. I was only considering switching because of Santander's incentive, and this experience has convinced me that staying where I am is probably the better decision.

My experience with Santander Consumer UK plc has been frustrating. I’ve had several issues with email responses and processes that simply haven’t worked as they should. I’ve spent far too much time on lengthy calls with the team trying to get things sorted. Santander really needs to up its game when it comes to communication and making things easier for customers.

Throughout all of this, Nicole has been the light at the end of the tunnel. She has been attentive, proactive and helpful, and her approach has made a real difference during an otherwise difficult experience.

Nicole deserves recognition for the care and effort she puts into helping customers. I hope her managers recognise the difference she makes and use her approach as an example of the service customers should be able to expect.

Thank you, Nicole—your help has been truly appreciated.

Never available through customer services, unable to resolve issues and a complete mess to deal with. AVOID! Only accept phone calls, but finish at 4.30pm. Offers an option for email as a primary contact then refused to send or act upon emails. Currently in the process of challenging them over £250 they're charging me due to an internal screw up on their part - for the last 12 months it's remained on my credit score as a negative/balance overdue.

A masterclass in how not to deliver a new car

My Tesla collection experience was genuinely appalling.

I was left waiting at Brent Cross for more than an hour because Tesla’s systems could not release the car. Staff eventually gave me the key cards and told me I could leave, then stopped me, took them back and subsequently returned them again. Nobody properly explained what was happening and nobody apologised.

When I finally got the car, it had only 19% charge. Tesla knew I lived in Oxfordshire, yet I had to drive miles in the wrong direction to South Mimms and charge before I could safely travel home.

Staff could not connect my phone as a key, and I was allowed to drive away with the car still in delivery mode. Days later, I am still waiting for the full functionality of the vehicle I am already paying to lease. Tesla’s response is that it may take a few more days.

The wider process was no better. I had to complete the finance agreement twice and undergo repeated credit assessments because Santander’s approval apparently expires after three months, despite Tesla orders commonly taking longer than that. This was not clearly explained when I ordered.

To make matters worse, a subcontractor involved in the finance process exposed my personal email address and the fact that I had a Tesla on order to approximately 390 other customers.

Buying or leasing a new car should feel exciting. Tesla managed to make it chaotic, inconvenient and deeply unimpressive. The technology may be clever, but the systems, communication and customer care behind it appear completely dysfunctional.

No ownership. No meaningful explanation. No apology. And, days after collection, still not the fully functioning car I ordered.

An utterly unacceptable experience.

Terrible after service. You can not reach anyone in customer services and your emails are just ignored

Unwarranted blocking of account and lies from customer interrogation staff

Really disappointed with Santander Consumer Finance.

My car payment failed due to an issue with a bank switch/payment setup, which I was completely unaware of. I only found out today when I contacted Santander, at which point I was told I had an arrear.

What is particularly frustrating is that I was not made aware that the payment had failed, so I had no opportunity to resolve the issue at the time. Had I known, I would have dealt with it immediately.

I’m now having to chase Santander to understand what has been recorded against my account and whether this has affected my credit file, despite the missed payment not being intentional and being caused by a payment/bank switch issue.

I don't think customers should be left unaware that a payment has failed and then be faced with an arrear as a result. I’m extremely unhappy with how this has been handled and will be making a formal complaint.

ABSOLUTE & TOTAL JOBSWORTHS. NEVER AGAIN!!

Don't know where to start with this company but can confirm all the 1 reviews stars. Won't answer emails, won't answer the phone. Even the simplest request is beyond them. If you are thinking about financing a car walk away if its Santander and find someone else.

Aki made my day. She is knowledgeable, courteous and extremely helpful. Keep up tje good work Aki, you are exceptional. I called for a switch issue and it was sorted brilliantly.