Passport certification for First Direct

Archi_Bald

grumbler wrote: »

a 90 y.o. longstanding UK customer who surffers and who surely doesn't make many cash deposits and international transfers?

How do you know she doesn't? How do you know here account isn't being abused? We know absolutely nothing about her banking transactions, It may or may not be overzealous of FD to ask for the documents.

Fraudsters would just love it if banks had an "age cut-off".

Doc_N

Archi_Bald wrote: »

How do you know she doesn't? How do you know here account isn't being abused? We know absolutely nothing about her banking transactions, It may or may not be overzealous of FD to ask for the documents.

Fraudsters would just love it if banks had an "age cut-off".

I can assure you it's a bog-standard, very ordinary account. No unusual transactions at all, and no suggestion from FD that she's been 'selected' for this treatment.

As you'll see from the letter, there are a number of customers affected, but unsurprisingly they won't be drawn on how many.

".....we're sorry to say that in the past we have fallen short of this in some areas and we now hold incomplete proof of identity and address for a number of our customers. We have to put that right, as it's only through having the most up to date customer information that we can do the best possible job of keeping you and your money safe from fraud and financial crime."

I love the reference to 'now' (suggesting they might have lost the information) and the way they make it look as if it's all being done for the benefit of the customer.

Archi_Bald

If you / your aunt are so upset about it, why don't you raise a formal complaint with FD? As their CS is second to none, I am sure they will see you/her right.

dr_adidas01

Archi_Bald wrote: »

If you / your aunt are so upset about it, why don't you raise a formal complaint with FD? As their CS is second to none, I am sure they will see you/her right.

I'd disagree First Direct CS isn't second to none based on my personal experience of them. I've found Santander to be better where others have not.

CS is subjective and dependent on a customers experience.

Doc_N

dr_adidas01 wrote: »

I'd disagree First Direct CS isn't second to none based on my personal experience of them. I've found Santander to be better where others have not.

CS is subjective and dependent on a customers experience.

I'd go along with that - at least for the 123 account. It's highly likely that the outcome of all this is that the First Direct account will be closed, and the proceeds moved to Santander.