Santander

Please open on Saturday mornings
Jun 29th, 2022

I give 1 star as there is no option to give no stars. I personally have held an account at santander for roughly 35 years (previously Abbey national) the days when you got service. I have worked in nursing for thirty odd years and would class myself as a professional. Never have I been treated in the disgusting manner that I was on the end of today. My client a vulnerable adult with learning disability and a mental health condition, was asked to attend in branch as her account had been blocked leaving her unable to pay her rent in her assisted living accommodation. Also unable to pay for food, care bills and day care centre. I did have the clients file with me and was able to provide them with evidence to prove my client was who she said she was. I also ID myself, the bank even spoke with the management from the council on my phone to support my client to unblock her account. The bank needed authorisation from their head office, it took 45 min for them to answer the phone but that was just the start of the ordeal. My client was called to the counter on at least 3 occasions and asked questions, Although I had informed the staff my client is unable to retain information. Her contribution to her care bill which is sent monthly from the council was questioned on authenticity even though the bank had paid it twice previously in branch. I myself was questioned to regards of where I live on having more than one property. By this point I was on the phone to management at the council once again. It was quite clear to me they believed I was dishonest. I know the bank need to be cautious but this is plain stupidity. They agreed to let her pay her care bill for last month but have still blocked her account. Leaving her unable to pay for her rent, food and day care centre over the Christmas period. We spent 2 hours and 15 minutes in branch, my client was falling asleep in the chair. The council sent through further paperwork to confirm my patient is mental health learning disability and I have permission to assist my client to set up standing orders to enable her to pay her bills. They confirmed they received this information and said further investigation is needed? Where does santander expect a vulnerable adult to live over the Christmas period if they are withholding the clients money for food and rent? I can only question if I was white and in a three piece suit would I have been treated any better? But because I'm black and was in casual clothing it was the only possible reason I was treated in This manner as bexhill is predominantly a white area. I was left feeling exhausted, violated and truly upset by the experience. If I was left feeling this way one can only imagine how my special needs client was feeling. It's the equivalent of somebody robbing a bank and leaving their passport for ID. Digusting and ridiculous.
Mar 1st, 2022

Always helpful and friendly, nothing too much trouble.
Sep 29th, 2021

Came in today to deposit a cheque. Unfortunately the cash machine outside was having problems accepting cheques so I could not do it myself. However this wasnt a problem, the staff were really friendly and helpful and I did not have to queue for long in order to be served at the counter. The lady who served me was absolutely lovely (unfortunately I didnt get her name!) and the experience was generally very pleasant - wonderful people with brilliant customer service. :)
Aug 20th, 2021

Always closed when they should be open, what's going on with that?
Apr 16th, 2021