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Santander’s new UK boss has axed its Indian call centres and pledged to work towards becoming the best bank for customer service in the UK…

A leopard may not be able to change its spots but can a Spaniard change its service? Ask this question of Santander’s new UK boss Ana Botin and the reply will be a firm ‘sí.’

Over the last few years the Spanish bank has taken its fair share of flak from consumer polls, articles and indeed lovemoney.com readers over its shoddy customer service. One reader even re-named the bank Satandare after a particularly gruelling experience!

But it appears that all of the hollering and ranting was not in vain, as Santander has now pledged to change its ways…

Last week Santander announced that it would be moving its Indian call centres back to the UK after a raft of complaints. The bank said it had made this decision after identifiying that call centre quality was one of the most important factors for customers.

As a result of the change, Santander has taken on an extra 500 UK staff to handle the estimated 1.5 million calls received by the bank each year.

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