Santander

birlingstocks

Hi
I have a letter from Santander, which says, that due to the length of time that has elapsed since you used the account, all data has been removed from our records. In turn, we are therefore, unable to investigate matters further.
Where do I go now?
Jan

magpiecottage

For a complaint to be upheld, the available evidence must show it is more likely than not, and not merely equally likely, to be true.

They have looked to see if they have any evidence but they have destroyed it. Therefore, unless you can provide some your complaint must fail.

birlingstocks

Should I go down to SAR route?
Jan

roonaldo

birlingstocks wrote: »

Should I go down to SAR route?
Jan

if they have said they no longer have records, what information do expect a SAR to hold? a waste of £10.

di3004

Was told exactly the same thing from Santander, although they confirm they could not track any details, I did at the same time request a SAR from the data protection unit and received information in relation of the account.
But it's not guaranteed.

birlingstocks

This may be a daft question, but I have found the paperwork for the above loan, so if I send them copies, would they be able to look into the claim then?

di3004

birlingstocks wrote: »

This may be a daft question, but I have found the paperwork for the above loan, so if I send them copies, would they be able to look into the claim then?

Hiya

No harm in doing so.
Just state that you are forwarding copies of the relevant information in regards of the above account, as you confirmed that due to time lapsed, the information no longer remains on the system in order for them to investigate.
So the fact that you have found the information in relation of the account you are complaining about, you wish them to review the matter.

Good luck.

magpiecottage

It could be that Santander removed the data immediately following your request in anticipation of a complaint. As they had not received a Data Subject Access Request, that would be permissible and would leave you stuck as they loss could not be quantified.

However, I think a to hypothesise a conspiracy of that nature is to credit Santander with far more intelligence than they displayed when they tried to impose charges on their "free forever" business bank accounts last year.

I suspect they may have sent the wrong standard letter out somewhere along the line. What can't tell you is if it was the first or the second one.

Probably, in your position, I would go to FOS citing the first letter as your reason for suspecting the claim to have no records is untrue (and enclosing a copy of that letter) and see what happens.