Voluntary Termination - Santander Online Form

[TJC!]

Hi



We sent our VT letter (via email and post) to give notice as of the 4th March. After a few days we received an automated email requesting us to complete an online form. As part of the form it has a link to there terms and to completed the form you are required to tick a box agreeing to there term (refurb costs, collection charges etc).



They are stating to collect the car it is a £70 charge.



We rang on the 6th and were told by the advisor that they would not accept the VT unless we complete the form. Having challenged this they were due to have a manager call us back which did not happen.



On the 13th we sent a second letter stating we ere not liable for there charge having paid half the agreement. On the 15th we received another generic email stating we need to complete the form.



Today we have called and been advised that unless we agree to there terms by completing the online form they will not accept the VT. We have made a compliant and are awaiting a call in the next 72 hours.



As we are now over 2 weeks and we have cancelled the DD my fear is that they will register a default as they have not accepted it, do I need to complete there online form?



My feeling is that this will make me liable for there additional costs?



Any advise appreciated

[echat11]

Hi TCJ!

Welcome to LB

Was the charge in their Terms and Conditions, in any case, you've paid over 50%, so there should be no further charges except for damage which isn't 'fair wear and tear'.
The complaint is the right next step, follow their complaint's procedure on their website.

Excellent guide below:

https://legalbeagles.info/forums/for...er-online-form

[TJC!]

Hi

thank you so much the reply it’s really helpful

we have been back and fourth with them checking with managers etc etc

today they have rang to say they will not accept VT unless the form is completed and we accept there terms.

they have advised the next stage is Ombudsman.

at this point I am really unsure weather this is the right path or should I simply complete the online form and battle the damage charges.

the car is 11 years old and I have dealer videos showing the condition at time of purchase

My concern now is the ombudsman will side with them and we will be stuck with the car and dept

What is the best course of action here?

thanks in advance

[echat11]

They've advised you incorrectly, unless they've sent you a Final Response / Deadlock letter.
So you can't take the complaint to the Ombudsman until they do.

The thing is that it's pointless them asking you to do this, do that now. If you weren't told when
you took out the agreement, then that is clearly 'unfair'.

But fill in the form, see how it progresses. If your not happy with how it's handled, then you can still
complain. I'd start with the CEO, then the Ombudsman etc. Don't speak to them over the phone, only email.

Update the thread.