Santander S/O Error

dunstonh

Surely it's for banks to make this clear to their customers?

It is. I was just pointing out how the system worked. The FOS published a case similar to this and found the information the bank had on screen was not sufficient and couldnt rely on a systems quirk as a reason to reject the complaint.

if Santander has a warning on screen about when you can amend standing orders and when not then they have done their duty. If they dont have it then you cannot see the FOS agreeing with them. I dont know if Santander do this or not. Maybe someone who is with them can check and feedback?

I've never been informed of this requirement

it is possible your bank hasnt got the issue or that you have never been in the position to be aware of it. It is certainly an issue with Lloyds. Lets say the Standing order goes out on Wednesday and it is external and not in-house. You can amend it monday. You cant amend it Tuesday as it will create a new one and duplicate and Wednesday is too late. What we used to do with "day before" notifications was either tell people it was too late or recall the old standing order and send a manual payment or cancel and recall the old one and set up a new one. It has been many years since my banking days. So, things change but Lloyds still have this issue as I saw the message on screen some time back when I wanted to amend a standing order.

u123935

Thanks for all your suggestions. Can I say that at no time during the online S/O amendment process did it give out any warning message that may have alerted me to a possible problem - it just accepted the change. I'm pretty sure that at the time of the amendment, no payment had been made for the old amount. No problem with their staff who try to be helpful; I think it's just they're stuck with a system that is inferior. I will most probably move the account once this is settled.