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Santander went down leaving customers locked out of mobile banking app
Watch out video to see if you can get a compensation for an outage
SANTANDER customers today complained that they were unable to access their account through the bank's mobile banking app.
More than 2,100 reported issues with the high street bank's app were logged on Downdetector this morning.
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Over 90% of the issues reported related to customers struggling with their mobile banking, 5% with payments and 3% with online banking.
Santander customers complained on social media and explained that they couldn't access the app.
One person posted on X, formerly known as Twitter: "Finally have money in…. Banking app down."
Another asked: "@santanderukhelp is the Santander app down?" to which a fellow user replied: "I'm presuming so, looking on here lots of us having issues."
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A fourth added: "Santander please fix your app."
Another confused customer asked: "I'm having trouble trying to log on to my Santander mobile app... Anyone else having the same problem?"
Other services, such as withdrawing cash, appeared to be unaffected by the outage.
Santander's service status currently states mobile and online banking services are now available as normal.
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Around three million people use Santander's mobile banking app and the service has become increasingly popular as high street banks cut branches.
Are you owed cash from your bank?
A Santander spokesperson said: "We can confirm that the mobile banking app is now working as usual.
"We are sorry for any inconvenience caused by the earlier issue."
Earlier this year, hundreds of Santander customers were unable to make payments, leaving many users unable to send money.
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 impacted you, including any extra costs incurred through late payment fees for instance.
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 bank that suffered the outage.
You can find more detail about how to complain to Santander on its website.
If your bank doesn't resolve your complaint, you can take your case to 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.
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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.
How to check if your bank is down
THERE are a few different ways to find out if your bank is experiencing an outage.
Senior consumer reporter Olivia Marshall explains how you can check.
If you're trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding your online banking is down can be a real pain.
Most banks have a dedicated news page on their website to show service problems, including internet banking, mobile apps, ATMs, debit cards and credit cards.
You can also check on any future work they have planned and what it might mean for you.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
Plus, you can join our Facebook group to share your tips and stories
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