I've found Santander to be absolutely ghastly as soon as any exceptions to their core process occur. Anecdotal, but in my opinion you're probably better off avoiding them anyway.
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I'll second that. We had a mortgage with them for a while and the general impression was one of a constant state of chaos and incompetence.
They seem to be laying off staff as a cost cutting exercise, the ones that are left mean well but are swamped.