Santander: Britons could get compensation as bank apologises for technical issue | Personal Finance | Finance


Santander is used by millions of people for their banking needs, but unfortunately an issue on Saturday disrupted their services. The technical issue was reported by many upset savers who faced a myriad of challenging circumstances due to the temporary outage. Some said they were unable to access cash, or monitor payments, while others found themselves in an unscheduled overdraft due to the matter.

“Once again, we are very sorry for the inconvenience this has caused.”

Major outages were experienced across Santander’s key forms of contact including telephone, online banking, card services and ATMs.

Gareth Shaw, head of money at Which?, commented, stating: “These technical issues will be causing stress for many Santander customers – with people reporting that they have been unable to make online payments or in some cases purchase food in their local supermarket.

“Customers can incur fines, penalties and fees when they’re not able to access their finances, so the bank must offer compensation to all those who have been impacted in this way.

“These problems demonstrate why it is vital that banks invest to ensure their systems are up to the task of protecting their customers’ accounts and maintaining the services they rely on.”

A number of Santander customers expressed their frustration with the temporary lack of service. 

One person said: “Considering I wasn’t able to do anything with my bank for 13 hours and then not even access my online banking, there should be some sort of compensation.”

Another wrote: “I couldn’t pay in cheques through a cash machine. Could not recognise the print, same cheque and prints worked for ages. Two other people had the same problem.”

A third explained how this had affected their mortgage account, stating: “Needed to show an adviser my account, but have been unable to. So this has now delayed things for me.”

But a fourth individual thanked the bank for their hard work to resolve the issue, penning: “Santander have always been great, everyone encounters problems from time to time.

“Well done on keeping us informed and good luck getting sorted.”

A Santander UK spokesperson told “We’re very sorry for the inconvenience caused by a technical problem which impacted our services on Saturday May 15.

“Our banking services are now running as normal, however it may take longer to get through on the phone. 

“We will make sure that no customer is out of pocket, and will publish details of how impacted customers can request reimbursement on our website and social media channels as soon as possible.”

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