Santander down leaving customers locked out of online banking and mobile app
SANTANDER customers are complaining that they are unable to access online and mobile banking.
More than 2,100 reported issues with the high street bank’s app have been logged on Downdetector since around 6.20am this morning.
Over 90% of the issues reported related to customers struggling with their mobile banking, 5% with payments and 3% with online banking.
People also complained on social media and explained that they couldn’t get online.
One customer posted on X, formerley known as Twitter, writing: “Finally have money in…. Banking app down.”
Another asked: “@santanderukhelp is the Santander app down?”
One X user replied: “’m presuming so, looking on here lots of us having issues.”
A fourth added: “Santander plz fix your app.”
While one confused customer asked: “I’m having trouble trying to log on to my Santander mobile app… Anyone else having the same problem?”
The Sun has contacted Santander for comment.
Can I claim compensation for an outage?
Banks aren’t obliged to pay compensation to customers if there’s been an outage or if they’ve experienced technical issues.
But you might be entitled to some money back depending on how much the disruption affected you.
You’ll have to present evidence of how the outage negatively affected you, including any extra costs incurred through possible late payment fees.
You should make a note of when you were unable to access the services and the names of the people you spoke to at the company that suffered the outage.
You can find more detail about how to complain to Santander on its website.
If your bank doesn’t resolve any complaint, you can take your case up with the Financial Ombudsman Service.
It is an independent body which will resolve any issues based on what it thinks is “fair and reasonable” depending on the circumstances of the case.
The service can resolve your issue over the phone, by email or post depending on what best suits you.
In the case of an IT system outage at a bank, the FOS says any compensation you may receive will be dependent on your circumstances and whether you lost any money as a result.
If it finds the bank was at fault, you may see any fees, charges or fines reimbursed.
Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.
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