Phone calls from Bank re neighbours debt..

NittyNora_2

Santander sent another letter which I was delivered yesterday (June 5th).. I will post it (with all personal details removed) later.

FOS demands an 8 week gap between complaining to them and the last final decision letter from the institution that is being complained about.

gb12345

NittyNora wrote: »

FOS demands an 8 week gap between complaining to them and the last final decision letter from the institution that is being complained about.

Not quite right.

You have to give Santander 8 weeks to resolve the query before you can complain to FOS or you can complain as soon as they send you a final decision letter that you don't agree with.

Santander have already closed your complaint, so you are free to go to FOS straight away.

NittyNora_2

Thanks gb12345...

Before you read this letter
1. I changed my landline number on May 22nd 2013
2. I have not spoken on the phone to anybody from Santander about my complaint.


Complaints Santander UK PLC
PO Box 1125
Bradford BD1 9PG
Telephone: *********014
Text Relay: *********014

Date: 31 May 2013
Ref: 2091347
Dear “Nitty Nora”,

Thank you for highlighting your concerns and giving me the opportunity to investigate this matter.

My understanding of your complaint is that you are unhappy as you have contuined to receive telephone calls to your home telephone number ending in “last three numbers of my previous landline” for a “Neighbours name”. I note you have raised previous complaints clearly stating that “Neighbours name” does not live at the above address and the number ending “last three numbers of my previous landline” is registered teiephone number for your address. I note this matter has caused you significant amount of distress and inconvenience and have urged for these telephone calls to be stopped.

Thank you for taking the time to talk to me today. I write to further confirm and clarify the content of our conversation.

Customer service is extremely important to Santander and if there is an occasion when our service does not meet our customers' expectations, it is important that we are made aware of this. I am particularly grateful for the time and trouble you have taken to make me aware of your experience.

Having reviewed your complaint, I note you have previously been advised that the telephone number ending “last three numbers of my previous landline” which is registered on “Neighbours name” account would be removed. Unfortunately, the number was not removed which is the reason why you continued to receive telephone calls from our credit card collections department. Please accept sincere apology this was not actioned when you first raised your complaint, I can also assure you that training & feedback has been provided to both the advisors who dealt with your previous complaints and their managers to ensure mistakes such as this remain isolated to this instance.

Upon liaising with the Credit Card Collections department, I am pleased to confirm that your telephone number registered on “Neighbours name” account has been permanently removed. Going forward you will not receive any further telephone calls from Santander in regards to any dealings for “Neighbours name”.

It is also apparent, had we handled your enquiry in an appropriate manner in the first instance, matters would not have become so unnecessarily protracted and caused you such inconvenience. I understand this situation has caused you annoyance and frustration and I hope you will accept my sincerest apologies. Santander aims to provide a high level of customer service and I am sorry you feel this has not been reflected during your recent experience.

While I realise it will be of little consolation to you, the number of errors which have occurred throughout the handling of your particular enquiry are exceptional. However, in view of all that has happened, I enclose a cheque for £130 in recognition of the distress and inconvenience caused.

I hope that my letter has helped to clarify the situation and we can draw this matter to a close.

At Santander, we put the customer at the heart of everything that we do. Please be assured that we do listen to our customers' views and take corrective action where appropriate, to ensure that Santander is constantly improving the service experience for our customers

If you remain unhappy following my response, you can refer your complaint to the Financial Ombudsman Service. I have enclosed a leaflet that explains how you can do this. If you decide to contact them, it should be within six months of the date of this letter enclosing a copy of it, as they would need this for their investigation.

I hope I have explained the reasons for my decision and that it offers a fair resolution to the issues you have raised. If you feel there is an element of your complaint that we have not considered, or if you feel we have not dealt with your complaint appropriately, please call me, or one of my colleagues, on **** *** *968 we are open Monday-Friday 9am-5pm.

Yours sincerely
"Name"
Customer Resolution Manager Central Complaints

Hintza

Well that looks like a good result. Is it done and dusted now?

NittyNora_2

Hintza wrote: »

Well that looks like a good result. Is it done and dusted now?

Think it is I cannot take this any further!!!

agrinnall

Presumably as you started this thread after the date of Santander's letter you are still not happy with their response and financial offer. In that case, what is that you expect from them over and above what they have now done? Sure, you can now take it to the FOS, but I'm not convinced they will see Santander's response as inadequate or make them increase their offer to you.

Edit: Cross posted with your reply, I think it's probably the sensible decision to take the money and apology and put it behind you.

gb12345

NittyNora wrote: »

Think it is I cannot take this any further!!!

There is no obviously point in complaining to FOS now - Santander have addressed your concern of them continuing to call despite being told they had the wrong number (which would have been the basis of your complaint).

£130 is a reasonable compensation payment for the problem.

wealdroam

NittyNora wrote: »

Think it is I cannot take this any further!!!

Why would you want to "take this any further"?

Pollycat

NittyNora wrote: »

Think it is I cannot take this any further!!!

They've explained what they have done to stop any more calls, have acknowledged that they made a mistake with dealing with your complaint and have apologised for it.
They have sent you a cheque for £130.

What exactly are you looking for over and above what Santander have done so far?

vaio

Pollycat wrote: »

........What exactly are you looking for over and above what Santander have done so far?

Assuming the OP is happy with the £130 for all the hassle then the only other thing is an explanation of how the OP's number got associated with the neighbour.

Either the neighbour gave it in which case Santander have done nothing wrong or Santander got it from the OP's old Abbey Nat account which has system & DPA implications