Santander won't remove negative credit entries

horsepills

Can anyone tell me who I can complain to?

Long story, but Santander made 4 negative entries onto my credit file incorrectly last year. They have accepted that this was a mistake (confirmed in emails to me) and have refunded the charges I incurred - they also promised to remove the negative entries....

That was 8 months ago....

Despite promising continually to remove the entries, they still haven't done it. They are the only "negatives" in my credit file, but have obviously affected my score.

Does anyone know who I should complain to now?

Thanks in advance

DVardysShadow

Make sure that you have given them a fair chance IN WRITING and have copies. The call centre does not cut it.

Then take it to the Information Commissioner's Office

horsepills

I have emails going back to the tail end of last year, they have copies of the disputed credit report and responses from them stating they will fix it, etc...

Presumably that will be suffice?

Cazza

You need to submit a "formal" complaint to Santander; until now they may have been dealing with your complaint informally.

A formal complaint means they have to acknowledge your complaint within a set period of time and respond within a further timescale, which is pre-determined by the Financial Ombudsman, not by Santander. If, at the end of this processx, you're not happy with the outcome, you can take the issue to the Ombudsman service. Until you have already followed the formal process with Santander, the FOS won't process your complaint further. Santander will also seek to keep it away from the FOS if possible.

There's more info from the FOS here... http://www.financial-ombudsman.org.uk/consumer/complaints.htm

The Information Commissioner isn't a process I'm so familiar with.

Whichever route you go down, I think the key thing at the moment is for Santander to be fully aware this isn't just a casual grumble any longer, you don't feel you have been taken seriously so far and if they don't sort it out, you will take things further.

DVardysShadow

horsepills wrote: »

I have emails going back to the tail end of last year, they have copies of the disputed credit report and responses from them stating they will fix it, etc...

Presumably that will be suffice?

Make it a formal complaint as Cazza suggests, that despite accepting your initial complaint and undertaking to correct the matter, nothing has happened. Ask for a copy of their complaints process, and ask for your complaint to be dealt with as a full formal complaint.

awayinchina

horsepills wrote: »

I have emails going back to the tail end of last year, they have copies of the disputed credit report and responses from them stating they will fix it, etc...

Presumably that will be suffice?

Forward the emails from santander to all 3 CRA and also to Santander Customer Services [EMAIL="customerservices@santander.co.uk"]customerservices@santander.co.uk[/EMAIL]
Inform them that you are now looking to take maters to FOS and ICO as they have had enough time to rectify their own mistake.

good luck

nottoolate

if you've already complained. which you have. then you dont need to wait before taking it to the fos.

the eight weeks before you can complain to the fos starts when you first complain. which was well over 8 weeks ago.

any complaint that you can prove and is unresolved is a "formal" one as far as the fos is concerned. no such thing as an informal one. by the mere act of complaining to a company covered by the fos you envoke the fos complaints procedure and timescale.

happy_bunny_2

Agree with above. Go direct to FOS. Form available from their website under 'how to complain' section