We always try to give the best possible service, so we’re sorry if we haven’t got things right. If something has gone wrong, or you’re unhappy with our products or services, please speak to us. You can make a complaint free of charge. We value your feedback and will do everything we can to put things right.
Santander Consumer (UK) Plc Complaints Data
| Firm Name: | Santander Consumer (UK) Plc |
|---|---|
| Group (If Applicable): | Santander |
| Other firms included in this report (If any): | N/A |
| Period covered in this report: | 1 January 2025 – 30 June 2025 |
| Brands/Trading names covered: | Santander Consumer (UK) Plc, Santander Consumer Finance, Santander Consumer Contract Hire, Caterham Finance, Husquvarna Motorcycles Finance, Hyundai Car Financial Services, INEOS Automotive Finance, Kia Access, Kia Financial Services, KTM Finance, MG Motor Financial Services, Vauxhall Motor Finance, Volvo Car Contract Hire, Volvo Car Credit, Volvo Car Credit Contract Hire, Volvo Car Financial Services, Yamaha Motor Finance |
| Conditional Sale / PCP |
| Loans |
| Contract Hire |
| Total |
| Type of complaint | Number of complaints opened | Number of complaints closed | Complaints closed within 3 days | Complaints closed within 3 days (%) | Complaints closed >3 days but within 8 weeks | Complaints closed >3 days but within 8 weeks (%) | Complaints closed outside 8 weeks | Complaints closed outside 8 weeks (%) | Closed complaints upheld by firm | Closed complaints upheld by firm (%) |
|---|---|---|---|---|---|---|---|---|---|---|
| Service | 1975 | 2139 | 310 | 14% | 1624 | 76% | 205 | 10% | 1064 | 50% |
| Satisfactory Quality | 1035 | 1073 | 54 | 5% | 887 | 83% | 132 | 12% | 407 | 38% |
| Commission | 65101 | 389 | 1 | 0% | 73 | 19% | 315 | 81% | 18 | 5% |
| Service | 6 | 6 | 1 | 17% | 4 | 67% | 1 | 17% | 3 | 50% |
| Satisfactory Quality | 1 | – | – | N/A | – | N/A | – | N/A | – | N/A |
| Commission | 245 | – | – | N/A | – | N/A | – | N/A | – | N/A |
| Service | 755 | 786 | 108 | 14% | 398 | 51% | 280 | 36% | 377 | 48% |
| Satisfactory Quality | 229 | 220 | 15 | 7% | 90 | 41% | 115 | 52% | 131 | 60% |
| Commission | 235 | 27 | 9 | 33% | 2 | 7% | – | 0% | – | 0% |
| 69582 | 4640 | 498 | 11% | 3078 | 66% | 1048 | 23% | 2000 | 43% | |
| Type of complaint | Number of complaints opened | Number of complaints closed | Complaints closed within 3 days | Complaints closed within 3 days (%) | Complaints closed >3 days but within 8 weeks | Complaints closed >3 days but within 8 weeks (%) | Complaints closed outside 8 weeks | Complaints closed outside 8 weeks (%) | Closed complaints upheld by firm | Closed complaints upheld by firm (%) |
To put these figures into context:
We have around 375,000 customers with live agreements. For every 1,000 customers, 186 raised a complaint; and in non-live agreements, for every 1,000 customers, 49 raised a complaint.
Of the total complaints, 2% related to the vehicle.