Santander ISA's

jbtapscott

What does it take to get this organisation to acknowledge its made a mistake?.

My 87 year old mother has an ISA with this "bank" and they deducted tax from one of the interest payments. After the fourth letter of complaint (no acknowledgements for the first three!), they acknowledged that tax had been deducted and then simply said ".. I cannot find any evidence to suggest Santander have made an error..." !!. So who made the error - was it my mother!!?.

Vortigern

jbtapscott wrote: »

So who made the error - was it my mother!!?.

Yes - she should never have gone to Santander.

qpop

If they have provided a "full and final response" (which should be made clear in the letter), and you are not happy with the outcome, escalate the complaint to the Financial Ombudsman Service - http://financial-ombudsman.org.uk/

Nine_Lives

I don't know how they ignored you. I've complained ( many times recently) & told them not to call me. Reply to me how i contact them - email or letter.
I get no end of phone calls.

As qpop said, take it further basically.

Also, going into branch to talk face-to-face can work wonders .... phone lines & letters can work like the internet ..... people begin to get an ego & think they're something, just because they're hidden. Go face-to-face.

JimmyTheWig

So why do they say tax has been deducted?
Has she broken the rules of the ISA?

Vortigern

The trouble with ringing a call centre or visiting a branch is that you're dependent on the knowledge, expertise and willingness to help of the individual dealing with you. They will be under pressure to provide a quick, but possibly wrong, answer. Put your complaint in writing to: Complaints, Santander UK PLC, PO Box 1125, BRADFORD, BD1 9PG and insist on a written reply. Tell them what you want them to do. If their reply is not satisfactory you can then go to the ombudsman service.

Oops - just re-read the first post. Looks like you've done all that. Sorry