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Santander driving me mad have called the financial ombudsman...any1 have experience?

sylviemylove
Posts: 45 Forumite
I've written to complain to Santander 4 times in last year. My loan interest was frozen but without warning they started adding on approx 12% a year for "outstanding interest".
My original loan was for £15 k, they front load the interest so my loan balence became £18k immediately and I got the balence down to £8k according to the cccs.
Santander have sent me 2 statements saying that they're adding £1102 per year in outstanding interest. I called the first time and they utterly bamboozled me, saying that it wasn't anything extra it was just the original interest charges. I wrote and asked for a breakdown of these charges and complained that it was not very clear and gave 30 days to answer.
This was ignored as were all my other letters marked COMPLAINT.
I called them again today tafter another statement but no response to my letters to ask why they treat me like I don't exist and said that I felt they were not adhering to the lending code.
He asked me if I knew much about it, I said the cccs had informed me that when a person is in financial difficulty the lender was meant to be sympathetic and positive especially when they're making a big effort to pay off their debt. He said he needed to speak to his manager.
When he came back on he said that although all of my letters had been received, logged and forwarded to the complaints dept, somehow the right person hadn't read them. All four of them :cool:
He would try to now get them to the right person...
I called the FO because rather than feeling desperate and distraught like I have for years I suddenly felt furious. I have shed so many tears over the guilt I have for being in this position but I feel as though they've got total contempt for me.
What do you think will happen, if anything?
Thanks for reading.
My original loan was for £15 k, they front load the interest so my loan balence became £18k immediately and I got the balence down to £8k according to the cccs.
Santander have sent me 2 statements saying that they're adding £1102 per year in outstanding interest. I called the first time and they utterly bamboozled me, saying that it wasn't anything extra it was just the original interest charges. I wrote and asked for a breakdown of these charges and complained that it was not very clear and gave 30 days to answer.
This was ignored as were all my other letters marked COMPLAINT.
I called them again today tafter another statement but no response to my letters to ask why they treat me like I don't exist and said that I felt they were not adhering to the lending code.
He asked me if I knew much about it, I said the cccs had informed me that when a person is in financial difficulty the lender was meant to be sympathetic and positive especially when they're making a big effort to pay off their debt. He said he needed to speak to his manager.
When he came back on he said that although all of my letters had been received, logged and forwarded to the complaints dept, somehow the right person hadn't read them. All four of them :cool:
He would try to now get them to the right person...
I called the FO because rather than feeling desperate and distraught like I have for years I suddenly felt furious. I have shed so many tears over the guilt I have for being in this position but I feel as though they've got total contempt for me.
What do you think will happen, if anything?
Thanks for reading.
0
Comments
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FSA/PN/046/2011
27 May 2011
The Financial Services Authority (FSA) has today confirmed new complaints handling rules as part of a package of measures to drive up standards within the industry.
http://www.fsa.gov.uk/pages/Library/Communication/PR/2011/046.shtml0 -
Thanks Fraud. Just had search and can't find my copies of the letters I sent...!!!!!!. They'll probably turn up eventually but Santander have got copies on file if only I could become a computer whizz and get their copies:D unlikely as I can barely use a calculator let alone anything more complex!0
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The FO won't consider your case until it has been through the company's formal complaint procedure and you have received a final response.Before you ask, yes, I work for a bank, but no, I didn't get a bonus!0
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