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Title: Botin sorry on Santander complaints mountain but offers lending promise
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Botin sorry on Santander complaints mountain but offers lending promise - Business News, Business - The Independent: "The new head of B...
Botin sorry on Santander complaints mountain but offers lending promise - Business News, Business - The Independent: "The new head of Banco Santander's British business yesterday publicly apologised to customers who have lodged thousands of complaints about the 'new force' in banking

Appearing before a hearing of the Treasury Select Committee, Ana Patricia Botin admitted that 'we have a lot of work to do' to sort out problems which saw her bank named as the worst bank for customer satisfaction in a recent Which? poll. Data from the Financial Services Authority also gave an unflattering picture of the level of complaints Santander receives.

Responding to reports that the bank has pulled out of 'Project Merlin', designed to get agreement between banks and the Government on measures such as lending to business and the creation of a 'Big Society Bank' to fund social measures, Ms Botin denied this was the case.

However, she said: 'We continue to be in Merlin in our own way and in certain areas. We have been growing lending and we very much support those objectives [lending to small businesses and supporting growing the economy]. Our intention is to be part of lending commitments.'"

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