Purchased a item online after doing all relevant checks but turned out to be a scam with payments made through their payment system. Santander refused to class it as a scam before the goods did not arrive then once the goods did not arrive their investigation concluded that I should have known it was a scam before the purchase and held me liable for the payment. They did not pursue the scammers and the investigators made their conclusions based on my age (I'm 74) rather than asking what checks I had made. Despite my husbands recent death which blocked our account (easiest way to complain) they refused to provide a complaints email and didn't send through phone transcripts that were promised when I had no option but to complain by phone. Wholly deserve their 1 star for terrible and dishonest customer service