We value our customers highly and aim to provide a positive experience right from the proposal through to the final payment and beyond. The fair treatment of our customers is very important to us. However if you are less than satisfied please let us know so that we can put things right

The best way for us to understand and resolve your complaint is for you to call us on 0800 085 2050. We’re open from 9.00am to 5.00pm Monday to Friday. We can resolve most complaints while you’re on the phone.

Alternatively, if calling isn’t convenient you can:

For more details of our complaints procedure, which you can download please follow this link:

Your guide to our complaints procedure

Complaints about Payment Protection Insurance (PPI)

If your complaint is regarding your Motor Finance Payment Protection, you can find more information on our Payment Protection Insurance complaints page.

Santander Consumer (UK) Plc Complaints Data

1 January 2021 – 30 June 2021
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 2021 – 30 June 2021
Brands/Trading names covered: Santander Consumer Finance, Mazda Financial Services, Volvo Car Financial Services, YOU Yamaha Motor Finance, McLaren Financial Services, MG Motor Financial Services
Number of complaints opened Number of complaints closed Complaints closed within 3 days (%) Complaints closed >3 days but within 8 weeks (%) Complaints closed outside 8 weeks (%) Closed complaints upheld by firm (%)
General Insurance 18 55 2% 9% 89% 0%
Conditional Sale / PCP 1396 1422 9% 86% 5% 49%
Loans 214 215 9% 85% 6% 45%
Contract Hire 375 344 6% 87% 7% 40%
Total 2003 2036 8% 84% 8% 45%

To put these figures into context:

We have around 490,000 customers. For every 1,000 customers, 4.09 raised a complaint.

Of the total complaints, 37% related to the vehicle.