Santander call centres return to UK

Santander is returning all its Indian call centres back to the UK following complaints from customers, the bank’s latest move to improve what it has itself admitted is its “poor” customer service record.


Call centre operations moved to two call centres in India in 2003 when the Spanish bank was still operating as Abbey in the UK.

Customers, the bank says, have become frustrated with dealing with offshore call centres.

The bank has been dogged by reports of poor customer service. Keith Moor, brand and communications director at Santander, recently told attendees at Marketing Week Live! that the bank’s record on service was “poor”.

It has recently been relaunched in the UK with a new strapline “driven to do better”. The line, the bank claims, demonstrates that it is changing and will continue to.

Recently installed chief executive Ana Patricia Botín has made improving service a priority.

Botín claims the decision to return call centres to the UK is a “great example” of how it is “redefining Santander UK and putting our customers first”.

She adds: “This is a major step for us and I am determined that we will do even more to improve the service we offer as I plan further initiatives later this year to build on the progress we are making.”

An additional 500 staff will be hired to work in its Glasgow, Leicester and Liverpool call centres.

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and inspiration that will help you develop as a marketer and leader.

Register and receive the best content from the only title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work, so we can make Marketing Week more relevant to you.

Register now


Our award winning editorial team and columnists will ask the biggest questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we will be your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Dedicated to developing your skills and helping you achieve marketing excellence. Find guidance on leadership, professional development and the latest industry jobs.

Having problems?

Contact us on +44 (0)20 7292 3711 or email

If you are looking for our Jobs site, please click here