Complex sentence: In 2013 it was reported that Santander refused to move a customer to a cheaper mortgage because they could not afford lower repayments, the bank only stepped down once contacted by a national Newspaper.
Split into simpler sentences: In 2013 it was reported that Santander had refused to move a customer to a cheaper mortgage, stating they would be unable to afford the lower repayments. The bank only stepped down once contacted by a national newspaper.