How much compensation am I entitled to?

Cmdr_Bond

As per the title really. I decided to run this as a new thread as the other was a little worn. Hence why I have only linked to the updated, first post.

Read this -> Santander - Major C***-up - Poor service.

How much compensation do you think we (Myself, My Wife and My Brother) will be offered and how much do you think would be a fair offer.

there are 6 accounts in total:

1. Bank - Mine
2. Bank - Joint - Mine & My Wife
3. Savings - Mine
4. Bank - My Brothers
5. Bank - My Brothers
6. ISA - My Brothers

Are they likely to split the accounts down the middle (3 to me and 3 to my brother) and then base compensation on each account? Would they include any extra compensation for the distress my wife has suffered? Or would they just ignore the number of accounts, ignore my wife and just give compensation to me and my bro on the basis of one account each?

What sort of offer should we refuse and take matters further (IC, FOS, Watchdog)?

fannyanna

Hello

I don't think they'll offer you a reasonable amount of compensation. Most financial companies don't. Banks are probably one of the worst too.

My recommendation would be to escalate your complaint (once exhausting Santanders internal complaints handling process) to the Financial Ombudsman Service (FOS) for them to adjudicate.

Personally I would also make a complaint to the Information Commissioners Office (ICO) as I would argue that there has been a breach of the data protection act.

Ultimately mistakes happen and I believe that you have been the unfortunate victims of a fluke f*** up. I don't think it's a systemic and ongoing issue that other customers are likely to experience but that doesn't detract from the fact that it (I'm sure) caused a lot of stress and inconvenience for you and your brother.

Annisele

The Financial Ombudsman Service publishes a technical note on awards for distress.

Towards the end of that note there are some examples of awards; none of them are remotely on all fours with your situation but they might give you an idea.

izools

fannyanna wrote: »

I believe that you have been the unfortunate victims of a fluke f*** up. I don't think it's a systemic and ongoing issue that other customers are likely to experience

I suffered very similar issues with accounts I held in my name, a joint account with my OH, and his accounts.

The breaches of DPA were numerous and ongoing which still haven't been resolved. Frankly I don't care though because the names they put on the accounts atop the screwy dates of birth resulted in our defaulted mortgage no longer appearing on our credit files; and thankfully no aliases were generated on our credit files either.

But prior to having to give our house back to the bank several years ago the issues we suffered with the other accounts in relation to breaches of DPA and random name / DOB switches were exhaustive to the point of manic hilarity... I shan't bore with the details but suffice it to say, OP and I now share a similar scathing view of Scam-tan-duhh

bubbles29

i too have had huge problems with santander, my purse was stolen in december and santander failed to cancel my bank cards and credit card, took 7 weeks to get new ones sent out, accused me of lying, sent pin numbers for cards that werent issued,declined a claim for fraud before even looking at the information available, took 5 weeks to repay the money taken fraudulently, refusing to repay the interest on this money and their customer service left much to be desired. i cant wait to leave them, after 17phonecalls,8 written complaints and waiting 3 weeks for a reply from complaint dept i was told that they were sorry it had taken so long to get my cards to me but that they hope we can continue to have a happy banking relationship in the future???!! i think not!
steer well clear! my only probelm now is who to move my accounts to?
good luck getting comp! theres a lot of folk out there deserve it!:T

Cmdr_Bond

Annisele wrote: »

The Financial Ombudsman Service publishes a technical note on awards for distress.

Towards the end of that note there are some examples of awards; none of them are remotely on all fours with your situation but they might give you an idea.

The question then remains on whether the compensation either offered by S or enforced by FOS/ICO is per person, or per account - and if per person, whether they go for a 2 or 3 way split.

opinions4u

fannyanna wrote: »

I don't think they'll offer you a reasonable amount of compensation. Most financial companies don't. Banks are probably one of the worst too.

I would have to disagree with this. I think you're probably more likely to get an ex-gratia/compensation payment out of a bank than any other company.

My recommendation would be to escalate your complaint (once exhausting Santanders internal complaints handling process) to the Financial Ombudsman Service (FOS) for them to adjudicate.

Unless, of course, the bank makes a satisfactory offer.

Personally I would also make a complaint to the Information Commissioners Office (ICO) as I would argue that there has been a breach of the data protection act.

I haven't read the thread in question, but this is always an option. I tend to take the view that if it's a one-off error by a member of clerical staff then it's not worth it. If it's part of a systemic failure, then absolutely. Do it.

As for the OP, as soon as the 8 weeks are up, if you haven't had satisfaction take it to the FOS. They will invariably take a long time to get a solution for you, but would be likely to establish a ball park figure which is reasonable.