Santander

They are absolutely customer unfriendly. They feign politeness, but adopt an 'us and them' attitude and don't even try to hide it. It's been my local for years, but I try and avoid using it. I use the other branches in central London when I can as they are so much better.

I have just had a very unpleasant experience at this branch. I was sent a letter regarding a "refund of overpaid Mortage Admin Fee" from 2011. The letter said that it had been paid into a Santander account which I did not recognise. I had thought I had closed all Santander accounts in 2011 (8 years ago). I queued up in Streatham Branch to query this and after ID checks etc. I was told by the first Teller that I would have to sit down and wait "5 minutes" and then I would receive cash. I waited more than 5 minutes but could not wait much more than that as I did not want a parking ticket as clearly that would negate the amount of the refund due to me for their error made in 2011. So I queued up again and had to go to another Teller, name of Jack. I explained that I could not wait much longer and and asked if there an alternative way of receiving the refund due. This chap clearly had received very poor customer service training and turned to the 1st Teller and smirking said that I wanted to know how long I would have to wait. I asked again if there was an alternative method of receiving the refund and I was told there was not. The male Teller continued to smirk, addressing his colleague saying she wants to know how long she has to wait. Then turning back to me and continuing to smirk told me that I just had to wait or come back on another occasion (ha ha). It seemed he felt that older people had nothing better to do with their time than wait in queues and be quiet. Appalling customer service in addition to a waste of my time. Having telephoned Santander I have been told that the refund due can be sent by cheque - I never want to go into a Santander branch again.

I had a rather uncomfortable experience at this branch last week. The “gentleman” called Lenny, was extremely unhelpful and condescending.

I usually go to the Norbury branch but as they were closed, I went to Streatham to make a simple enquiry. I’m not sure how long Lenny has worked at this company but he clearly needs some re-training.

The utter contempt he had dealing with myself and my family was beyond reprehensible. If I wasn’t there with my daughter, I would’ve had words with him outside of the branch. It’s clearly obvious he has a problem with people of a darker hue to his. I wasn’t the only customer to echo those sentiments about him.

It’s a shame as the ladies at the counter were kind and friendly. I definitely won’t be returning to this branch If this prejudiced individual still works there. The Norbury branch can’t open soon enough.

Terrible
Went there yesterday for a routine request. The woman on reception was talking down to a male customer every time he made any kind of statement. I was waiting for 5 mins and then a woman casually rolled out of the cubicle and started to serve the person in the queue behind me. Eventually, she realised I was first, and addressed me in a very rude and condescending tone saying that she couldn't do anything about my request. I then asked if she could look at my account and she soon found that she could resolve the issue very quickly, which was very basic. I also asked about alternative savings accounts that would give me more interest than the 0.0001 I was getting - her response : "we don't have our rates for the next year yet". I then asked about speaking to a mortgage advisor. She seemed to take pleasure in telling me that the only way I could speak to a mortgage advisor was by phone. The staff there have no idea of how to treat customers. Remember your customers are the people who keep you in business. We pay your salaries. Please do not patronise us - we are not expected to know the ins and outs of Santander processes - it's your job to advise, be helpful and polite. Santander, please invest in training your staff about customer service.

Rude up themselves and unprofessional. Staff also lie. Also like to smirk at you while you talk, on of the most annoying things anyone can do. Thats why I'm closing my account. They need to be reminded its ower money that pays your wages, without us you wouldn't have a job.

Waited an hour to be told my driver’s license isn’t valid ID and was refused access to my own account. Horrendous. What a waste of time.

If I could give this Branch - - 0 that would be too much.

I attended this Branch today and was absolutely horrified by the way a white member of staff appeared to be mistreating a woman of colour.

The customer approached politely.

Obviously a regular customer trying to pay a bill.

Yet the lady behind the counter clearly provoked the lady to the point where she became frustrated.

The member of staff was clearly hostile and quite aggressive and as a result this poor lady lost it. Appears to be a regular occurrence. If that was me I would have reacted the same way.

Not a nice branch.

Honestly if 0 stars was an option here that what would be given, I had an appointment booked in the streatham branch to open accounts for my children I arrived on time and waited almost 20 minutes to be told as my appointment time has now past I will need to re book it... I mean are they for real the chubby (or maybe pregnant) lady yasmin or jasmin who my appointment was with saw me in the que when I arrived never said anything and wondered into the back (probably to eat food) and came back out almost 25 mins later claiming she was in a meeting when I arrived and she never saw me lol I proceeded to speak to branch manager lenny who's equally no help and needs help being either re trained or a new job not dealing with customers about yasmin and I was asked stupid questions like what time dud I arrive etc anyway I've just switched to santander and I won't be using this branch EVER unless it's for the machines only disgusting customer service