my Mum can't withdraw money from Santander

davenport151

I had a similar problem with my mother and Santander. She used to ask for cheques to pay builders etc. The last time she went in they asked for her ID - although they did not even have access to the list of acceptable ID-she had her council tax bill and bus pass and they begrudgingly gave her the cheque after she caused a fuss. The next time she went in she had similar issues-although by then she had been sent a card.
Is it possible she recieved the card and did not realize what it was for?

BobQ

I sympathise with the OP and his mother. I faced a similar issue when my mother had to open her first ever current account at the age of 82. She has never travelled out of the country or driven a car and no communications with taxman in 30 years.

However, if your Dad has just died the DWP must have been told and should have re-assessed her state pension. In which case you have a letter from them revising it which should be sufficient for their needs. The utility bills will need to be switched into her name too so should have been revised after you informed them.

I know Santander has a reputation but I found the local Branch was very helpful and understanding. Just take what you have and go down there.

For the future, if your Mum is not too confident with these things ask her to give you a LPA to act on her behalf. Also, some banks, Santander being one, will allow someone like yourself to be registered as a person they are authorised to speak to which means you could ring them and speak for her.

SueMaggie

The British Bankers' Association (BBA) the trade body for banks has this leaflet about proving your identity which may be of use -

http://www.bba.org.uk/download/2012

It suggests other types of document which may be accepted by banks - there may be something there you could use (once you've checked that Santander will accept it).

They should have an internal procedure for dealing with people who don't have a driving licence, passport etc as it must happen fairly frequently.

CandyCupcake

Hi,

If your mum has access to another UK issued debit card or credit card she can use these along with a statement she has been sent from the branch as proof of account ownership.

Hope this helps,

x