Santander moves call centresCustomer feedback sees call centres return to UK
08 July 2011
While the News of the World scandal may be grabbing all the headlines, it’s a very different kind of phone story affecting customers of Santander.
The Spanish bank, which is bottom of the Which? Customer Satisfaction tables for savings, current accounts, credit cards and home insurance, says customer feedback is behind today's (8 July 2011) decision to move 500 call centre roles from India back to the UK.
Santander, which moved its call centres to India in 2003 (when it was Abbey National), currently receives an estimated 1.5 million calls each month to two centres in Pune and Bangalore. In future, customer calls will be dealt by an extra 500 staff to be based in Glasgow, Leicester and Liverpool.
Following the latest Which? customer satisfaction surveys, Santander came bottom of the table with a customer score of just 39% for current accounts and 35% for savings. This continues a trend from previous years, despite the bank offering competitive rates for current accounts and its instant access e-Saver account.
The bank also came top of the Financial Services Authority customer complaint table last year. It received 216, 958 complaints between 1st of January and the 30th of June 2010.
You can compare the market's best bank accounts by visiting the Which? current accounts review, and get tips on how to switch your current account from this advice guide.To find out how your bank or credit card provider scored in this year’s satisfaction survey, check out the Owners’ views pages of our savings accounts, current accounts and credit cards reviews.
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