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 July 2025 – 31 December 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 |
| Provision (at reporting period end date) | Number of complaints opened | Number of complaints closed | Percentage upheld | |
|---|---|---|---|---|
| Lending-Hire purchase / conditional sale agreements | 159,143 | 124,098 | 3,401 | 40.37% |
| Lending-Other lending | 320 | 1,312 | 1,062 | 37.57% |
To put these figures into context:
Like many motor finance lenders, we have seen a significant increase in complaints relating to motor finance commission. This has increased our reported complaints ratio per 1,000 customers. Many of these complaints relate to historic agreements, where the customer no longer has an active agreement with us. When these complaints are considered against the relevant agreement population, the ratio reduces to 26 complaints per 1,000 agreements.