Problems With Santander

[kriskwery]

My 86 year old, frail step-father is a resident in a nursing home and I have been managing his affairs with him perfectly well for some months. However, his current account has had a temporary block put on it. "Fraud Operations" understandably want to protect the interest of their customer and won't entertain a conversation with me about it ("data protection act", etc). He has been unable to fully complete a telephone security questionnaire to their satisfaction. The bank suggested to the nursing home manager that my step-father goes to his local branch to verify his identity. This will need some organising, as he is not mobile and I live 100+ miles away and need to book suitable transport. I've spoken to a counter clerk about ID required and it seems he cannot supply what they need. He hasn't driven for a few years and not longer holds a driving licence, hasn't held a passport for a number of years, has never had a credit card, his only "bit of plastic" is for the current account which doesn't court, a bus pass with his photo is not acceptable.

We are in a Catch 22 situation here. It will take an absolute minimum of 12 weeks to set up Power of Attorney (probably significantly longer, especially with the forthcoming Bank Hols) and in the meantime he needs to pay his nursing home fees of nearly £100 per day. If they are unpaid, initially he will be charged interest and then he will be given notice. I am beside myself trying to sort this out and don't know where to turn. It's like bashing your head on the proverbial brick wall. Can anybody offer some advice?

[kriskwery]

Oops, a couple of typos in there but I'm sure you'll get the gist! I'm not thinking nor typing straight!

[murraymints]

I had similar problems with FIL...his bank had an authorisation to act on behalf of kind of form that he signed doctor countersigned and I could then use on his behalf..ie withdraw, etc.... bank of Scotland..

[murraymints]

I also had similar authority over his pension...the dss rep for state pension came to him with forms...

[JoolsTwo]

I had a similar problem with my uncles bank "Barclays" I was managing his affairs with no problems. Then we moved him into sheltered accommodation and the bank wouldn't accept the change of address from me. We eventually managed to get the bank to end out someone to see my uncle at his home as he was unable to go there.

[kriskwery]

Ah, murraymints, you were lucky with Bank of Scotland, I think. Santander are completely intransigent. The Dept of Work & Pensions have registered me as an formal "appointee" (they visited both him and me, it all took weeks but nicely sorted now with Attendance Allowance backpaid) - however such approval holds no weight with the bank.
And JoolsTwo, you too were fortunate - Santander are not even returning my calls let alone volunteering to send someone out! It's good to have a bit of sympathy, I've been made to feel like a criminal by some of the people I've spoken with.

[SirOracle]

Is your father able to travel to his local bank branch by taxi?

[murraymints]

Can social services offer any help ?

[pretty_snowdrop]

Could your dad open an account with whoever you bank with and once the account is open arrange you to have a 'third party mandate' and thus either of you can operate the account? He may need to provide id, so have a word with your bank to see what is required. Once the account is open, he can arrange to move away from Santander using the new current account switching service and thus will never need to speak to them again (hopefully).

[jeffa]

I've heard nothing but similar tales since Santander took over Alliance & Leicester. I can only suggest that you approach a different financial institution and set up a new joint account but one which does not require both parties to transact business. Then, write to Santander (copying in the banking ombudsman) advising them that you are closing the account and that they are to transfer the remaining balance to the new account.

[factor-fiction]

I'm wondering whether the Nursing Home will be able to do much if the fees aren't paid for a period. It may be worth letting them know there may be a problem and asking them what they suggest or what the next steps will be.

[factor-fiction]

To be fair to Santander, I wonder whether the same problem would exist with any bank. Data Protection, confidentiality and security requirements must be adhered to

[Maggoty]

Not sure if this is of help - but we were advised by a very nice chap in NatWest that as Power of Attorney takes ages why don't we just become joint account holders with my mum. Which we did. I now have full access to her accounts etc and as my mum and brother both trust me it has worked out well. We now have some breathing space in getting Lasting Power of Attorney. x

[jeffa]

A joint account is definitely the way forward, Maggoty.

[factor-fiction]

I think all these approaches would still require the father to prove his identity to the bank's satisfaction- and this is what is proving difficult currently

[jeffa]

I don't think so, factor. The OP simply needs to create the account and then add his father as an additional account holder. That way, both will have full access to is, including individual debit cards and cheque books if required, but the OP will be able to look after everything.

[Maggoty]

It was at a time when my father had just died and we were taking him off the accounts. Mum certainly didn't have her passport etc with her. Maybe it was ok because her card still worked at that time. x

[kriskwery]

Gosh, some lovely support and ideas here, thank you.

I've started the ball rolling with a complaint to the Financial Ombudsman, which I hope I won't have to carry through. I've approached my own bank manager and he's been very helpful about how to open an new account for my step-father and circumvent some of the ID requirements. And I finally got to speak with the manager at my step-father's local branch, who was the first truly helpful & sympathetic person I have spoken to at Santander. However, she had no idea how to proceed but at least promised to seek advice and telephone me tomorrow. Watch this space! My blood pressure is almost off the scale.

[bednobs]

Why did they put a block on his account initially?

1) get the POA underway NOW
2) has he ever had a passport? If so, can't he just do a renewal? At this time of year it'll take a short time to do it, and for less than a price of a day's care he could get the ID he needs
3) when that is done, get the NH to arrange the trip to the bank (or just combine it with one of your visits)
4) make the account joint

[bednobs]

also, i can't understand what the basis of your complaint would be from what you have said - the bank are acting in a proper manner in my opinion

[themas]

bednobs - no. the bank are acting as jobsworths & taking no notice of the genuine problems which their intransigent actions are causing their customer. There is a need for people to use their judgement and commonsense in this sort of situation. Unfortunately, those qualities seem to be in very short supply these days in a lot of organisations.

I've heard many cases of this sort of problem (often with the bereaved relatives of deceased customers) where no-one seems to know how to act to deal with the issue, & consequently nothing gets done. Santander seem to be frequent culprits.

The Financial Ombudsman complaint will almost certainly take a long time to resolve. Perhaps a personal letter to Santander UK Chief Executive (Ana Botin, I believe) might help if you can find the correct address.