Review Insights · App Store
Santander Mobile Banking
Santander UK plc · 2,991 ratings · ★ 4.8
4.8
★★★★★
2,991 ratings
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Top complaints - extracted from 15 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"account"
5 negative reviews mention this · 33% of all complaints
★★★★★ "15 clicks per basic action. If you have £100M in the bank account, the app is Fort Knox so your money will be safe, if you need to use the app for every day purpose efficiently, it requires so many clicks to do anything, it’s probably not worth your time. (And that’s …" - Fintech Nerd
2
"money"
4 negative reviews mention this · 27% of all complaints
★★★★★ "15 clicks per basic action. If you have £100M in the bank account, the app is Fort Knox so your money will be safe, if you need to use the app for every day purpose efficiently, it requires so many clicks to do anything, it’s probably not worth your time. (And that’s …" - Fintech Nerd
3
"work"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Transfers do not work!. No reason given, but app transfers look like they execute properly, but no funds are transferred. Inept IT, pitiful customer service and such a lack of attention to detail. Hard to believe this is a ‘major’ bank!" - Bobhardcheese
4
"customer"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Transfers do not work!. No reason given, but app transfers look like they execute properly, but no funds are transferred. Inept IT, pitiful customer service and such a lack of attention to detail. Hard to believe this is a ‘major’ bank!" - Bobhardcheese
5
"bank"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Transfers do not work!. No reason given, but app transfers look like they execute properly, but no funds are transferred. Inept IT, pitiful customer service and such a lack of attention to detail. Hard to believe this is a ‘major’ bank!" - Bobhardcheese
6
"device"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Review. This app is the slowest app I’ve experienced with online banking. I have other accounts on the same device and Santander on other devices and it is the slowest app going in my opinion. Makes transfering money and making online payments a si…" - T12456osks
7
"been"
3 negative reviews mention this · 20% of all complaints
★★★★★ "Hasn’t worked. App hasn’t worked in a week. Doesn’t work randomly time to time but now it’s been like a week straight, even after updating it. Do I need to just switch banks now or what?" - wigbone42
📋 All 15 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Transfers do not work!
No reason given, but app transfers look like they execute properly, but no funds are transferred. Inept IT, pitiful customer service and such a lack of attention to detail. Hard to believe this is a ‘major’ bank!
15 clicks per basic action
If you have £100M in the bank account, the app is Fort Knox so your money will be safe, if you need to use the app for every day purpose efficiently, it requires so many clicks to do anything, it’s probably not worth your time. (And that’s without constant stream of annoying pop-ups)
Worst app ever
Worst app I’ve ever had to use, literally doesn’t even work. Refuses all my 100 percent correct information and refuses to let me even log in at all. 0/10 doesn’t even work at all
Size too Big
Size too Big
Hasn’t worked
App hasn’t worked in a week. Doesn’t work randomly time to time but now it’s been like a week straight, even after updating it. Do I need to just switch banks now or what?
The new app is the worst - it keeps freezing and is now more time consuming to use.
Not as good as the old app.
The worst bank ever!!!!
Your customer support is insane. I don’t even have energy to be angry, you drained it all out. I can’t access my money for 2 years!!!! only because I moved out of the UK. Every time I call you, you give me new information, steps and actions I need to take in order to simply log in to my account. Countless hours and money (because I’m calling from abroad) are wasted!!!!
I’ve never seen a company that’s so NOT client orientated. I wish you can change it, otherwise go bankrupt because it’s inhumane to put a person through that.
I’ve never seen a company that’s so NOT client orientated. I wish you can change it, otherwise go bankrupt because it’s inhumane to put a person through that.
Transfer to my own account
This is the third time I send money from this account to my another account but it’s not transferring even it’s been more than 3 days. Very upset
Please stop with the forced updates already!!!
If you need to make a transfer (for example to make a withdrawal from a cash point) and the app goes “out-of-date” you are forced to wait and update the app. This has happened many times to me in situations where there is a poor internet connection. Very poor software design.
Have to register device, seems flaky
Have to register your device to use the new version of the app, fine except the code to register never seems to get sent to my phone (the number is definitely correct). So I can’t login anymore :(
Why change something that worked?
Most annoying thing is you can’t use other accounts anymore as you can only register one account per device. Ever thought of multiple people using an iPad?
Bring back the old version
I hate this new version of the app. Nothing useful added new. The UI has been overly complicated to require you to swipe to do anything. You have to click on the screen about twice as much to do tasks with the old version that took just one or two presses.
For example to view transactions on my 3rd registered account on login I've to swipe twice then select, then select again just to get transactions. Old version, just one click on the summary after login to be taken to transactions. Doing transfers is the same.
Terrible upgrade, more of a downgrade.
For example to view transactions on my 3rd registered account on login I've to swipe twice then select, then select again just to get transactions. Old version, just one click on the summary after login to be taken to transactions. Doing transfers is the same.
Terrible upgrade, more of a downgrade.
Meh!
Horrible app even after the recent updates.
What’s worse are the branches, customer service stinks.
Banks now have a lot to answer to buy these guys are going to be purged !
What’s worse are the branches, customer service stinks.
Banks now have a lot to answer to buy these guys are going to be purged !
Stop treating customers like half-wits
When making payments the app assumes that the user is a moron who is incapable of spotting a con. In order to authorise a payment the app asks to many questions that are none of Santanders business.
Review
This app is the slowest app I’ve experienced with online banking. I have other accounts on the same device and Santander on other devices and it is the slowest app going in my opinion. Makes transfering money and making online payments a sit down task rather than on the go.
Sentiment summary
96%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)