MSE News: Thousands of Santander mortgage holders could get payouts after blunder

ceegee

charlie3090 wrote: »

my letter was identical to this one, I am an M013 if that helps,
Charlie.

Were you on the SVR linked (discounted) rate at some point then, Charlie?

TheMightySwordfish

A short reply to your post, I apologize. Bang on Two Steps.

fivedollarsheik

Hi all. Now, I've tried to read through as much of the thread as I can to get to grips before posting but not there's quite a lot to go through and I've not got the greatest brain for this, so excuse this post goes over the same old stuff.

I'm of the mind that I may be affected by this, as I've had a mortgage with Abbey / Santander since 2004 and went on standard variable between 07-08 after my original deal finished. Forgive me not knowing the exact details, but I'm at work and don't have them to hand. I called them up to lodge a complaint and they filled in the questionnaire over the phone. A few weeks later they phoned me back to ask me a few further questions about any potential increase to the property, apparently to update my questionnaire answers. Would it be fair for me to assume that they wouldn't have come back to me on that if my case wasn't a valid one? Thanks in advance for any responses.

suzandthecity

TheMightySwordfish wrote: »

A standard "Broom, sweeping under the carpet" response, if you ask me.

Following my final response I have spoken today with Santander. Within my complaint I stated that had I been aware of the cap margin rise, I would have considered paying the ERC and moving my mortgage to a much better deal before reverting to the SVR. In the letter I recieved they did not refer to this point at all.
The young man I spoke with agreed that they had not considered this point, and that he could see I had referred to this on 3 seperate occasions within the complaint.He said "it appears they have ignored this totally"
So it has been passed to the team to re-investigate.
I will keep you all posted.

crusaderstyle

suzandthecity wrote: »

Following my final response I have spoken today with Santander. Within my complaint I stated that had I been aware of the cap margin rise, I would have considered paying the ERC and moving my mortgage to a much better deal before reverting to the SVR. In the letter I recieved they did not refer to this point at all.
The young man I spoke with agreed that they had not considered this point, and that he could see I had referred to this on 3 seperate occasions within the complaint.He said "it appears they have ignored this totally"
So it has been passed to the team to re-investigate.
I will keep you all posted.

This is very interesting and it is a point that I also made several times within the extra info returned with my questionnaire. I also sent proof that I could have made the ERC payment back in 2008/early 2009 which is something I definitely would've considered had I been advised of the capmargin increase. Overall, this is probably one of the arguments that I am relying on the most! As it stands, I have now been on Santander's SVR rate since Feb 2011 as my circumstances changed and I have become a mortgage prisoner with them.

Santander advised me by telephone yesterday that my case has been closed and a letter sent out on the 9th. Should get it today or tomorrow hopefully, and although I'm expecting a rejection I'm looking forward to seeing what they have chosen to comment on and what they are 'leaving alone' and then i'll plan the next stage of my crusade!

I'll update once I have the letter.

crusaderstyle

Two_steps_forward... wrote: »

Interesting post. Do they think we will just be fobbed off? Someone said it earlier; 'he who shouts loudest...'

Absolutely agree two steps. I'm going to be shouting from the rooftops by the time I'm finished. They'll offer me something just to go away!

crusaderstyle

Two_steps_forward... wrote: »

Are you saying they are responding to your second letter? I mean, did you do a follow-up after sending in the form and getting a response?

I quite agree, they really only want to look at this in the most simplistic of ways.

No, I'm awaiting my 1st response from Santander in relation to the returned questionnaire. Stage 1!

crusaderstyle

fishing_mad wrote: »

In view of what you describe in terms of a) your proof of ability to have been able to pay the ERC in 2008/2009 and b) your shackling to the SVR since 2011, it is difficult to imagine how they could contest the legitimacy of your claim.

"Sent out on the 9th" - do not hold your breath!

Maybe they'd want me to hold my breath!! One of their tactics - one less to pay compensation to when I've keeled over!

I'm very interested to see what response I'm going to get. If they churn out the 'under the balance of probabilities, as you did not move from the svr and you knew the rate you were paying, we think you were happy to pay the rate' nonsense it's really going to wind me up!!

crusaderstyle

My rejection letter has arrived!!

It's exactly what I expected, but the lack of effort that has going into their 'thorough investigation' is very frustrating.

It does seem like the standard letter that others have received. My complaint has not been upheld due to

'on the balance of probabilities as you stayed on the SVR rate for 29 months :eek: it is reasonable to suggest that you were happy with the interest you were paying and would therefore not have been motivated to move to an alternative product as a result of the margin change'

That really is all they've mentioned. When I returned my questionnaire it included an extra three and a half fully typed pages detailing my financial position from 2008 to present. I showed that I could've paid the ERC in 2008/2009 and would've considered this if I'd known about the rate change. I'd already contacted them many times prior to this to see if there was any way we could get out of our fixed rate deal. I was desparate to get out of it at that time.

I also made it very clear that having to remain on the svr was not because I have wanted to it because I have no choice - something which their actions have contributed too. For them to say that I'm 'happy' to be on it is laughable. Who stays on an svr for that long if it's possible for them to go elsewhere?! Not many. :mad:

I asked for an individual response to the personal information that I provided but got a standard response anyway. At least I can commence stage 2!

I'm going to try and call them now. Think they might be open until 1pm. They are going to get another letter from me next week regardless. They get one more opportunity and then it's over to the FOS.

crusaderstyle

I just tried calling but they shut at 12pm. I did get through at 11:58 but someone picked up the call and hung straight up. Rang back and they were closed.

Weird. As I was typing santander called me back and said they could see I'd been trying to contact them today.

I explained that I'd received the letter advising my complaint had not been upheld and was not happy with the response. The reason being that at their request, I had returned a questionnaire and provided personal information on the basis they would be considering a person's individual circumstances as they had advised. To be responded to in such a generic way with no reference to anything I had raised is a really dismissive way to go about it.

He asked for the main points that I feel they had missed and he would refer my case to be looked at again. I told him I want a response to every point I raised in my original letter.

He went away and advised the response timescale at this stage is 10 days to which it will be a full and final response which could be taken to the Ombudsman if I'm not happy.

I totally got the impression there is a sorting process at santander and even they are talking stages. Going with the shouting theme I do think a big part of this will be how much noise you're making! I still think most will need to go the FOS route to get what they're entitled to even though some will be offered a 'goodwill gesture' that will be for much less!