Santander customers are being referred back to brokers following reports of a glitch in its online application system.
Reports surfaced that some customers who had been experiencing technical difficulties with the Santander for Intermediaries (SFI) website were being encouraged to go direct to the lender, rather than through their broker due to a glitch in the system.
Applicants who had trouble logging in reportedly received an email with an error message stating they should go direct, cutting out the broker.
But the bank claimed these reports are inaccurate, and the error message customers receive refers them back to the broker they originally came through.
A spokesperson for the bank commented: “Over the last few months Santander has been rolling out retention procurement payments for product switching in the SFI channel.
“All brokers already have access to this system and all will be eligible to receive payment by the end of June 2017. We have already seen it being used several hundred times a day over Q1 and our relationship team is helping brokers understand the system and the customer journey.
“Alongside this we are working to ensure wording during the product renewal process points customers back to their broker and brokers encourage customers come back to them with any questions.
“We want to work in partnership with our mortgage brokers to help them provide their customers with the best mortgage products.”
simon.allin@ft.com
