Santander...not upholding complaint

forgetthat

from reading previous threads many posters have had the same reply from Santander regarding A&L loans...we sent letters in 2009 you never responded.

The copies of the two letters they have sent to me are blank templates, not addressed to me. If i had received them i would have done something about it. The only reason i did start my ppi quest was when i received a letter from canada square.

At first Santander wrote to me to say they couldnt find any details of the loan i was reffering to, and at one point they decided to close my complaint because they said i hadnt sent all the information required...even though an adviser confirmed that they had received the details and had to reopen my complaint.

then i received a letter to say there would be a further investigation and a day later they said they had already wrote to me and i had missed the timebar.

How did we go from having no details to we have already wrote to you?

is this worth taking further with FOS? has anyone been successful in a case like this against Santander?

-taff

If they can show they did contact you, your complaints will be over. If they can't, well then....FOS or bust?

forgetthat

the letters they have provided are blank templates? neither are addressed to me and one of them doesnt even have a date on it.

can blank templates be accepted as proof that they contacted me? if i had received the letters i would have taken some action.

from other posts i have read on here Santander have done this to many ppl.

-taff

they are just to show what they would have sent, not a facsimile of what they actually sent.

Wysiwyg49

Keep trying - I had a confusing response from Santander too - I sent a letter asking for information on PPI on A&L and Abbey National loans, but got a reply enclosing info just for the Abbey loans showing no PPI.

All I had, were some letters confirming the loans had been paid off. So I thought, well, might as well try filling in the standard questionnaire anyway - sent that off in July, and yesterday received a letter from Santander with an offer of just over £1500 in respect of 2 loans from Alliance & Leicester!

Neither of those 2 loans were included in my paperwork, so they had traced them for me!

Just wanted to let you know there can be a happy ending. Good luck.

dunstonh

The issue the OP has is that providers are allowed to timebar complaints where the sale of the product is over 6 years ago and is three years from being reasonably aware of an issue. That is using the FCAs own rules. This is why most of the providers have been or are currently writing to people. It allows them to start the three year time bar clock.

If you feel the timebar has not been correctly applied then you can refer it to the FOS. They will look at the timebar letter and will assume it was sent if the bank can provide a date it was issued. IF they feel the timebar letter is correct, they will refuse to review your complaint unless Santander volunteer them to do so. If they feel the timebar is incorrectly applied, the FOS will tell Santander and give them a chance to review your case before they step in with a decision.

forgetthat

back again!!

after receiving a letter from Santander advising that they would not uphold my complaint due to the time bar, I received another letter from them last week asking for further information!!
That confused me so I called them and at first the very helpful adviser couldn't find any letters about the time bar. she did eventually under a different reference number. and even she couldn't explain why the complaint had been reopened.
After the timebar letter I referred my complaint to the FOS so I contacted them and they told me that they had wrote to Santander on 10 October, the letter from Santander was dated 11 October?
I'm all confused? Santander now want a credit agreement and bank statements...I cant provided either one of those as this dates back to 2006. I gave Santander the valid loan number from my loan settlement letter but they are disputing this number and saying it is not valid.
so now we have gone from time barred to we need more details?
I don't know what to do??

[Deleted User]

forgetthat wrote: »

so now we have gone from time barred to we need more details?
I don't know what to do??

Well, unless you can provide the documentary evidence they are requesting, your complaint isn't likely to go anywhere. You could write them a Subject Access Request (SAR) letter, which should provide information they hold on you for at least the last six years and (sometimes) more. This will cost £10.
SAR template here;
https://forums.moneysavingexpert.com/discussion/1475553