News0 min ago
Complaint against the bank
5 Answers
Morning
I currently bank with Santander. I met with the financial advisor, discussed my finances and was happy with the portfolio. However, Santander wrongly invested my money - ie they stuffed up!
Santander admitted their error but refused to put this right. I was not a happy bunny and took this to the financial ombudsman.
The ombudsman investigated, confirmed Santander were in the wrong and instructed Santander to put it right, plus compensation.
The deadline given by the ombudsman was first week in December. Santander have not complied with the ombudsman. I have communicated with the ombudsman and have been told Santander have not responded to them.
Santander's non-compliance is inexcusable.
Is there anything else I can do?
Many thanks
B
I currently bank with Santander. I met with the financial advisor, discussed my finances and was happy with the portfolio. However, Santander wrongly invested my money - ie they stuffed up!
Santander admitted their error but refused to put this right. I was not a happy bunny and took this to the financial ombudsman.
The ombudsman investigated, confirmed Santander were in the wrong and instructed Santander to put it right, plus compensation.
The deadline given by the ombudsman was first week in December. Santander have not complied with the ombudsman. I have communicated with the ombudsman and have been told Santander have not responded to them.
Santander's non-compliance is inexcusable.
Is there anything else I can do?
Many thanks
B
Answers
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Antonio Horta-Osorio, Chief Executive - [email protected]
Maybe they'll blame the delay on the snow.
Write to Money Box on Radio 4 or the money problems page at the Sunday Times. As soon as a journalist starts asking questions the banks usually pay up when they are in the wrong and add a goodwill gesture.
But if you hang on I'm sure you will get what you are entitled to though the ombudsman route
Write to Money Box on Radio 4 or the money problems page at the Sunday Times. As soon as a journalist starts asking questions the banks usually pay up when they are in the wrong and add a goodwill gesture.
But if you hang on I'm sure you will get what you are entitled to though the ombudsman route
As suggested, I emailed the chief exec and outlined the situation ie I had complained to the Financial Ombudsman and Santandar had been instructed to get this sorted by the beginning of December.
I got a letter today from someone further down the business line. This person stated the chief exec has asked them to deal with my complaint and if I was not happy to go to the ombudsman.
This implies no-one has actually read my email to the chief exec and as far as Santandar are concerned all complaints go to the FO who will make the decision. Santandar take no notice of the FO and then Santandar advise the customer to go back to the FO.
Once everything has been resolved I will take my business elsewhere. But, as I am a small invester in the grand sceme of things I don't count. Guess that's how it is with all banks.
I got a letter today from someone further down the business line. This person stated the chief exec has asked them to deal with my complaint and if I was not happy to go to the ombudsman.
This implies no-one has actually read my email to the chief exec and as far as Santandar are concerned all complaints go to the FO who will make the decision. Santandar take no notice of the FO and then Santandar advise the customer to go back to the FO.
Once everything has been resolved I will take my business elsewhere. But, as I am a small invester in the grand sceme of things I don't count. Guess that's how it is with all banks.
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