santander getting on my nerves

[depressed2011]

hello
I have a complaint against santader in financial ombudsman, the complaint reviewer in ombudsman has sent em a letter saying that santabnder is offering 50 pounds for stress and inconvinience, i m raging, why ....the story is here under.

i applied for an account over teh phone, a switcher basicallya s i was annoyed by my presnet bank. sanatdner accessed my credit file twice n send me conflicting lettersm in first letter they denied me an account !! (being a santander staff !! )

second letter came through teh next day asking em to send my id;s as they r hapy to welcoem me in sanatdner wth my new account !!!

i accessed my credit report and there it was adverse info result of that a store card wch i applied for was rejected by BHS :P

this happend in august and santader terribly failed to address the issue, and there efficent call centre employees kept passing em around to irrelevant departments increasing my phone bills. managers in sanatder have blindly put me thriugh to dept who were not evebn involved like ppi !! manger in one of teh team denied to give me her name !! one of teh guy o spoke to in complaint team todl me that my initial complaint is closed or withdrwan, i never did either.

i m so so annoyed at sanatder dun know what to do please suggest, financial ombudsman has been teh most stupid choice i made i guess. i have speant so much time n money on chasing this comapliant wth sanatdner and thsi has deterred me from applying for credit card at teh tiem when i badly needed money

please advice how i can beat the hell out of sanatdner

thnaks

[labman]

Re: santander getting on my nerves

Santander are notoriously difficult to negotiate with - they are known for it. I think your best way forward is e-mail their CEO with a carefully worded complaint, quoting relevant legislation.

CEO e-mail addresses - CEO email address - chief executive officer - managing director list - UK - US - Asia - customer services - customer care

[TUTTSI]

Re: santander getting on my nerves

I agree with labman.

Post up a draft letter here and we will try and tidy it for you, then you can send it to the CEO of Santander.

ceo@santander.co.uk
Ana Patricia Botin

[bluebottle]

Re: santander getting on my nerves

I'm a Santander shareholder as well as a long-standing customer. The branch staff in Plymouth are fine. It's the Customer Service staff in Bradford and Milton Keynes who are the problem. Rude and abusive is an understatement!

[leclerc]

Re: santander getting on my nerves

hello
I have a complaint against santader in financial ombudsman, the complaint reviewer in ombudsman has sent em a letter saying that santabnder is offering 50 pounds for stress and inconvinience, i m raging, why ....the story is here under.

i applied for an account over teh phone, a switcher basicallya s i was annoyed by my presnet bank. sanatdner accessed my credit file twice n send me conflicting lettersm in first letter they denied me an account !! (being a santander staff !! )

second letter came through teh next day asking em to send my id;s as they r hapy to welcoem me in sanatdner wth my new account !!!

i accessed my credit report and there it was adverse info result of that a store card wch i applied for was rejected by BHS :P

this happend in august and santader terribly failed to address the issue, and there efficent call centre employees kept passing em around to irrelevant departments increasing my phone bills. managers in sanatder have blindly put me thriugh to dept who were not evebn involved like ppi !! manger in one of teh team denied to give me her name !! one of teh guy o spoke to in complaint team todl me that my initial complaint is closed or withdrwan, i never did either.

i m so so annoyed at sanatder dun know what to do please suggest, financial ombudsman has been teh most stupid choice i made i guess. i have speant so much time n money on chasing this comapliant wth sanatdner and thsi has deterred me from applying for credit card at teh tiem when i badly needed money

please advice how i can beat the hell out of sanatdner

thnaks

How much compensation do you think is fair? How much losses can you show to the ombudsman to get them to increase their compensation?

[Shadowcat]

Re: santander getting on my nerves

I have just battled with Santander throughout a period of hardship, letters flying everywhere and they initially seemed to be completely unaware of the rules. It was only after I involved the Ombudsman they started to make sure a record of all my letters/complaints/phone calls were carefully monitored. This should not be the case when people are experiencing difficulties as we all know.

My summary is that Santander are fine as long as you a) have money regularly going into the account, b) don't have a handle on your finances so that they can apply charges c) just want to draw money out of a cash machine and have no need to speak to them on anything over and above. I've no doubt that probably applies to the banking sector as a whole.

Just my experience.

[depressed2011]

Re: santander getting on my nerves

hello All

thanks for posting replies. I spoke teh case handler in ombudsman and she was hell bent to convince me to accept the compensation of 50 pounds !! i have spent more than this o phone calls alone, teh complaint was logged in august 2011 and no one has paid attention to it, i want them to pay 500 pounds not because i m greedy just because they shud know that one mistake wud cost that 1000 quids (500 to me n 500 to ombudsman for every complaint that surpasses the business n handled by ombudsman)

i was undergoing mental health counselling sanatdnr chase up adding to stress n my never ending to do list, completely unaware about what a credit rating means n how i m affected, was rejected a credit card when i needed the money badly (this was coz of adverse info on my file)
ceo never replied to my letter, i m prepared to take this compliant to media and also MP of my area if that helps, just advcie me what is teh right way to go about this, i m DEFINITELY REFUSING the 50 pound offer that ombudsman has negotiated wth santander, i feel ombudsman is just not doing there work correctly :P

i am so disappointed that i m thinking santander is being racist towards me n as i m non white immigrant unaware of teh rules n impact of credit scoring, they fobbed me off for a long time/

[TUTTSI]

Re: santander getting on my nerves

Hi depressed
As I said in my earlier post, you need to pop up a draft letter which you will email to the CEO of Santander and we will help you with this. You need in that letter to have a figure in mind for compensation and how you want them to deal with your complaint.

[depressed2011]

Re: santander getting on my nerves

hi can i still write to santander even after teh complaint is being handled by ombudsman?
ombudsman sent me a letter asking me to accept of reject the offer from santabder which is reasonable from their point of view, i HAVE to reject that offer, doing that would get ombudsman to do more on this complaint?? i cud sense that from teh desperation in teh voice of complaint handler in ombudsman that she wants me to accept the offer n get doen wth this

[Shadowcat]

Re: santander getting on my nerves

Please be assured Santander is not being racist, I have lived and worked in the UK all my life and my credit score is absolute rubbish, but despite working hard the banking sector in this country seem hell bent on giving as many people as possible adverse credit ratings. I have my own theory that they do this so that we will all have to pay more to borrow so, yet again. the most vulnerable and needy in society suffer because they often feel they have no choice but to approach predatory lenders like payday loans and others of that ilk who are underwritten by banks.

So, in my opinion, not racist, just utter b**!!**s and sadly your story of conflicting decisions comes as no surprise. I don't know about the UK being the banking capital of the world, their administration seems to be pretty poor in my opinion.



Posting a draft letter to the CEO on the forum as our friends above have advised is a good way to go. Keep on and on about what you want so that it is clear you won't be fobbed off.

Regarding the Ombudsman's decision, I'm afraid that is final and no appeal can be lodged so you need to take this up with Santander. Unfortunately they have the decision of the Ombudsman to now use as finality to this but that wouldn't stop me from trying again with Santander.

[labman]

Re: santander getting on my nerves

Totally agree with the above. It is easy, especially in the early hours, to think the world is against you.

Focus on that CEO letter. Post a draft up before you send it for us to look at.

Banks as a whole are not always easy to deal with. I spend my life doing it now! Santander are one of the worst. Also, the FOS have not had to live through this as you have. Reject the offer and fight. If it's any encouragement, we did recently, went back and fought and ended up with 6 times the original.

Keep us updated, we're always here to offer support.

[leclerc]

Re: santander getting on my nerves

hello All

thanks for posting replies. I spoke teh case handler in ombudsman and she was hell bent to convince me to accept the compensation of 50 pounds !! i have spent more than this o phone calls alone, teh complaint was logged in august 2011 and no one has paid attention to it, i want them to pay 500 pounds not because i m greedy just because they shud know that one mistake wud cost that 1000 quids (500 to me n 500 to ombudsman for every complaint that surpasses the business n handled by ombudsman)

i was undergoing mental health counselling sanatdnr chase up adding to stress n my never ending to do list, completely unaware about what a credit rating means n how i m affected, was rejected a credit card when i needed the money badly (this was coz of adverse info on my file)
ceo never replied to my letter, i m prepared to take this compliant to media and also MP of my area if that helps, just advcie me what is teh right way to go about this, i m DEFINITELY REFUSING the 50 pound offer that ombudsman has negotiated wth santander, i feel ombudsman is just not doing there work correctly :P

i am so disappointed that i m thinking santander is being racist towards me n as i m non white immigrant unaware of teh rules n impact of credit scoring, they fobbed me off for a long time/

I don't agree with anyone advocating going to the CEO because the case is ALREADY with the FOS, I would have had it not been. I would personally, get evidence of the costs of phonecalls and then say to the FOS that you would accept out of pocket expenses PLUS £50 because the out of pocket expenses would not be covered by a simply compensatory amount for inconvenience. I'm afraid I do not think £500.00 is realistic unless you can prove that is out of pocket expenses.
By all means take other people's advice re the CEO but ultimately I doubt that this approach will be successful since they merely have to state that you are dealing with this through the FOS.

[labman]

Re: santander getting on my nerves

I don't agree with anyone advocating going to the CEO because the case is ALREADY with the FOS, I would have had it not been. I would personally, get evidence of the costs of phonecalls and then say to the FOS that you would accept out of pocket expenses PLUS £50 because the out of pocket expenses would not be covered by a simply compensatory amount for inconvenience. I'm afraid I do not think £500.00 is realistic unless you can prove that is out of pocket expenses.
By all means take other people's advice re the CEO but ultimately I doubt that this approach will be successful since they merely have to state that you are dealing with this through the FOS.

Where the heck was £500 mentioned?

The FOS have simply confirmed 'guilt' as it were. If you look at the eight fundamental principles underlying the DPA 1998, and then legislation, you'll find that compensation is due in wording along the lines of, 'if actual harm can be proven to have occurred to the consumer.'

This is the case here, as the OP has been declined credit elsewhere due to this error. I know of cases where wrongful defaults have led to five figure settlements. This is nowhere near that bad, but personally I would have thought a larger compensatory gesture was perfectly in order - it is impossible to place an amount on it, each case stands or falls on its own merits, and how well the argument is put forward.

By all means try the FOS approach if you're happy with £50 + costs, but I still think the FOS have basically 'found them guilty' and a letter to the CEO would potentially give better results. Downside - you risk losing £50, and you'll have more of a battle.

At the end of the day, it's a decision only you can make.

[depressed2011]

Re: santander getting on my nerves

Hi labman,

thanks for reply, indeed i risk loosing 50 pounds which i m least bothered about, if santander can promise n commit to work hard so that they dont harrass some one to the extent they did to me, i m more than happy to pay them this money lol

i have written to ceo already and no one has got back to me, i m not happy with FOS decison n u r very right saying that FOS has not gone through the hell i have been through, i m putting it on fight now, i m planning to contact the MP of my area, do a media complaint in strong words

SHADOWCAT u want to have a smile for the day? i worked for santander for a considerable amount of time and handled first stage complaints and i was a staff member when this happend to me i still laugh about it and i will fight it against them for sure,

[labman]

Re: santander getting on my nerves

I guess you have a pretty comprehensive knowledge of their complete complaint procedures then?

Usually these organisations lie about their procedures and say nothing more can be done, then it is. Then they say you've got to the top person and you discover there's quite a few above them. Typical bank really!