In a time of grief, Santander believe it is the responsibility of a person who has lost a loved one to call in & find out all the particulars of the deceased’s mortgage.

When I asked why santander to not just do the decent thing and send me a letter stating what the current mortgage rate is, and what it will switch to when out of term, I was met with nothing more than empty rhetoric and hiding behind “policy”.
When I asked whether Santander have the information regarding my late mum’s mortgage on file, they stated yes. When I asked why they did not, could not or would not send these to me, they again hid behind “policy”

How can a bank who have a dedicated bereavement team whose sole purpose is to deal with people like me going through the heartache of losing a loved one, be so callous and out of touch with their customers?

Santander - imagine if the bereaved is an elderly or vulnerable person, having to deal with the estate of a loved one. You would expect them to know the particulars of how a multi nation bank and their mortgage terms work in a time where their world has been shaken?

Instead you could show some common decency and simply send a letter out to the bereaved.

This is your loved one’s current mortage rate
This is when it is expires
This will be the follow on rate

Why don’t you do this? Because it’s making you more money.

You are a disgrace and should be ashamed of yourselves. I am now posting this my experience on every major social media platform that I can find, in addition to telling every friend and family member I have. Your policies must change. People must be made aware of your maltreatment.

Little wonder your trustpilot score is 1.4/5.