Santander, one of the largest banking groups, was determined to shift all the call centres from India to the UK, after receiving huge number of complaints, high real estate prices and an extreme hike in salaries.

The banking group had taken such a decision in order to improve the services provided to the customers and make the customers contended with their services. The bank acquired Abbey, Alliance & Leicester and parts of Bradford & Bingley in 2008. The bank had 500 workers to handle new phone centres and had 25 million customers and 1,300 branches in the UK.

As per Chief Executive of Santander, Ana Botin, "This is what our customers have told us is the most important factor in terms of the satisfaction with the bank, and we have listened to them and decided to bring all of our retail call centres back from India”. In September 2010, Santander said it was creating 400 call centre jobs in the UK following rapid growth in its business

According to the reports from Financial Correspondent of BBC, Simon Gompertz, previous year the Company had received most horrible criticisms from the customers to which the Company had issued official apology for its incapability to maintain the accounts and processing customer requests. New Call Telecom had also established its units in Mumbai but unfortunately had to return to Burnley due to increased expenditures.