Santander moves call centresCustomer feedback sees call centres return to UK

08 July 2011

Santander is switching call centres back to the UK

Santander is switching call centres back to the UK

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.

Customer Satisfaction

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.

pound coins

Which? Money when you need it

You can follow @WhichMoney on Twitter to keep up-to-date with our Best Rates and Recommended Provider product and service reviews.

Sign up for the latest money news, best rates and recommended providers in your newsletter every Friday.

Or for money-saving tips, and news of how what's going on in the world of finance affects you, join Melanie Dowding and James Daley for the Which? Money weekly money podcast

For daily consumer news, subscribe to the Which? news RSS feed here. And to find out how we work for you on money issues, visit our personal finance campaigns pages.