You may be aware that Santander sales team run a Retention Helpdesk to assist advisers with any operational difficulties you have or your customers may have in transacting retention business with them.
The desk is getting a number of calls where the query could be best answered by their MATS message system.
To help understand their system above is a screenshot of the complete cycle of MATS messages which read from the base upwards and shows the progress you can expect as the case proceeds to completion.
For information, most retention cases will complete on the 3rd of a month as their products generally expire on the 3rd of a month.
In all circumstances advisers should advise a customer to contact them should they have any issues, such as, logging in to their offer or accepting the terms. The adviser can contact the helpdesk and they will help the broker assist their customer.
The contacts details are:
Tel: 0800 032 7865
E Mail: retentionsfisupport@santander.co.uk
To confirm Buy to Let and Residential products are available through L&G Mortgage Club wef 18th April, net proc fee 0.18%
