SANTANDER customers complained that they were unable to access online and mobile banking earlier today.
Downdetector, which shows when companies are experiencing outages, said that over 1,000 reported issues were filed between 11am and 12pm.
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Over 50% of the issues reported related to customers struggling with their online banking and 46% with mobile banking.
People also complained on social media and explained that they couldn’t get online.
One customer posted on Twitter and said: “Totally not working! My other banking apps work fine, but Santander is caput.”
“Not working for me either,” said another account holder.
A third customer said: “The Santander app is the bane of my life.”
The high street bank confirmed an issue with its online and mobile banking services but confirmed that the issue was fixed this afternoon.
A Santander spokesperson said:”We have now fixed the problems affecting our mobile and online services and we’re sorry for any inconvenience customers experienced this morning.
“These services have now been restored and are working normally. We’d like to thank our customers for their patience.”
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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.
