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Santander (Alliance and Leicester) are trialling a new fast track claims process
Fri, 16 Mar 2012 12:17:48 GMT
This is an update on our previous news story about how Santander are dealing with customer PPI Complaints.
Santander are trailing a new fast track claims handling procedure with certain claims management companies of which we one. The basic premise is that they are trying to complete their investigations within 48 hours of receiving the complaint. This is amazing when you think they technically have 8 weeks to carry out this process as per the FSAs rules on handling complaints.
Having been involved in this trial they are doing a sterling job and are telephoning us with the 48 hour period to make a verbal offer. This offer is then checked by us and relayed to the customer. If everybody is happy with the offer (We have not had to query one yet) then once the customer has accepted this in writing via their acceptance form Santander will then pay the customer their refund within 48 hours directly into their bank account.
We have been very impressed with their complaints handling department and this is a breath of fresh air compared to dealing with all the other banks. This is how things should be. When a customer makes a complaint it should be dealt with in a professional and timely manner. Well done Santander.
Bear in mind that this is only a trial and they are only dealing with certain claims within the 48 hour time frame. Their aim is to be able to deal with 75% of claims within this time frame, so unfortunately don't expect all claims to be handled this way for some time yet, but so far the service has been exceptional.
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