Banking giant Santander UK says it has returned all of its call centres in India to the UK following complaints from customers.
The UK's third biggest bank, which is owned by Spanish parent Banco Santander, said the move had created 500 UK-based jobs.
The bank said the decision was taken following feedback from customers who said dealing with an offshore call centre was 'a frustration that can lead to dissatisfaction'.
Abbey, as it was then known, outsourced its call centre operations in 2003 to two centres in India, one in Bangalore and one in Pune.
Ana Botin, chief executive of Santander UK, said: 'Improving the service we offer is my top priority. Our customers tell us they prefer our call centres to be in the UK and not offshore. We have listened to the feedback and have acted by re-establishing our call centres back here.'
All calls handled by the Indian centres are now being dealt with by staff based in Glasgow, Leicester and Liverpool.
Santander hired an additional 500 UK staff to handle the estimated 1.5 million calls each month. In total, Santander's UK call centres employ 2,500 staff.
Santander UK is on a drive to improve customer service after topping the customer complaint tables published by the UK's Financial Services Authority (FSA).
