Decent complaint - Decent outcome

[The Fear]

Lost my wallet,well I think it was lifted in truth, last Friday. Rung Santander to cancel my card and was left on hold for 32 minutes.

Whilst on hold I got frustrated (that is not a reasonable time!) so as I was online I sent them a secure message politely complaining.

They rung up the next day and apologised and said if I was happy to accept it, they would pay me £20 for the time wasted and cost of call.

You can't say fairer than that really.

 

[JuanPabloAngel]

That's a decent outcome.

We found them to be pretty sharp on card fraud - my wife's card was used in Seattle to buy a mobile phone top-up of about £20 - they called us, refunded us immediately and cancelled the card. New one arrived 2 days later.

32 minutes on hold is pretty tortuous to be fair, you should have asked for £50 - don't they know who you are??!