Santander

What an awful experience, waiting to be seen and then getting redirected to a machine that didn’t help me one bit, in that time the people waiting behind me were being served! When I walked back to the counter the lady had gone, and she came back she told me that they do not allow dogs in the bank but I will still serve you, I explained he was a service dog as he is serving my PTSD anxiety and is also a diabetic hypo alert dog “ We only allow guide dogs“ I explained he was a service dog which she explained “ People could be allergic to dogs“!!! What a pathetic answer, i’ve been in and out of Richmond branch for years with a dog and this is the first time this has happened I am disgusted! He was doing his Job by nosing my hand and tugging on his lead as my Anxiety was increasing!

Sleeping at work at desk out of 40 min 30 min black lady wotj mask and gloves slept with closed eyes by time was on phone her name something “Isla “ something like that. Should be fired from work!

Sharon helped me (Adrian) to unlock my pin number on a very busy day at Richmond branch. She is always very helpful and kind. She knows what she's doing. Thank you, Sharon.

Q: what do you call a bank that closes at 3pm?
A: "of no use whatsoever"

I don't normally write reviews, but felt the need to balance out the negative ones (which were definitely a lockdown effect, nonetheless valid) as I had a very delightful visit yesterday. The staff member who greeted me at the door was such a lovely gentleman. While I was being served in one of the booths, I overheard him consoling an old lady who got harassed on the streets and came in to Santander for safety. He sat with her the entire time until she got picked up by her daughter to make sure she was okay.
The staff member who served me in the booth was equally as nice and patient, and I went in there to close down my current account 20 mins before the branch was closing...

Travelled all the way to Richmond on Tuesday the 8th only to find bank closed due to covid. It would be nice if the web Site stated closed. Impossible now to talk to anyone on the phone, if I go tomorrow will the same thing happen. Need to update phone numbers and pay in cheques. The country is going to rack and ruin over covid.

This was my first time in the branch and two members of staff were very curt and impatient, verging on rude. I had arrived 10 minutes early and the first words were "what you want?" After I waited outside untill the proper opening time and They made it seem like they were frustrated and exhausted merely at the sight of me, and the interaction with them was filled with Interruptions and sighs. Additionally the information they gave me in branch was completely contrary to what I received over the phone. They did everything they could to end the conversation and get on with whatever else they had. I know we're all tired and frustrated with lockdown, but their behaviour is still really shocking for a bank.

So difficult to find a contact number for this bank. And then when you do, have to navigate so many menus. I'm trying to organise transactions via power of attorney but this bank just adds to stress of the whole thing. Not fit for use.