Santander Have Made a Serious Error. Am I entitled to Compensation?

In_For_A_Penny_2

plunt wrote: »

go for £75-100

They can borrow £1000 of me for three weeks for £100. Beats that 123 account

themusicfreakygeek

Hi all,

thanks for getting back to me so soon.

To update:

Just this afternoon, Santander called to give a courtesy call to let me know they had rectified the error of the extra £1,000. However, they also told me that they were willing to give me compensation and refund me my call costs in one payment. Apparently they use a tool from one of their regulators to determine a fair amount of compensation to their customers in such incidents - such as the one I was unfortunate enough to experience.

To cut a long story short, their system determined I should have been awarded £150 as a combination of refunding call costs and good-will compensation. I thought that their offer was more than fair, but the person in charge of my complaint recognised that I had been three weeks without access to the funds because of their error. And, instead, my compensation was revised to a total of £180!

I must admit that the person whom had dealt with my complaint was very courteous and professional. And, therefore, they have restored a great deal of my faith in Santander.

In any case, thank-you to all of you for replying so swiftly with your comments and advice. It's greatly appreciated!

In_For_A_Penny_2

themusicfreakygeek wrote: »

Hi all,

thanks for getting back to me so soon.

To update:

Just this afternoon, Santander called to give a courtesy call to let me know they had rectified the error of the extra £1,000. However, they also told me that they were willing to give me compensation and refund me my call costs in one payment. Apparently they use a tool from one of their regulators to determine a fair amount of compensation to their customers in such incidents - such as the one I was unfortunate enough to experience.

To cut a long story short, their system determined I should have been awarded £150 as a combination of refunding call costs and good-will compensation. I thought that their offer was more than fair, but the person in charge of my complaint recognised that I had been three weeks without access to the funds because of their error. And, instead, my compensation was revised to a total of £180!

I must admit that the person whom had dealt with my complaint was very courteous and professional. And, therefore, they have restored a great deal of my faith in Santander.

In any case, thank-you to all of you for replying so swiftly with your comments and advice. It's greatly appreciated!

Great result. Glad you got it sorted to your satisfaction. Human error can happen, I still maintain Santander are a great bank as the manner in which this was resolved shows.

JohnRo

After a few years of becoming a customer service joke, I think they seem to have really got their act together.

I've never had cause to complain about Santander when I was migrated from A&L, even when it seemed mandatory to do so.

Glad they've seen the OP right.

Mistermeaner

Its not that serious frustrating im sure but read the wine investment thread on this page - thats serious and terrible for those involved.

kangoora

We had a small issue with Santander shortly after we joined them a month or so ago where they cancelled a payment we were making to finish a loan.

My wife rang up and complained, they released the payment and we got £10 for being messed around.

Left me feeling happy with them, it's not a lot but at least they owned up to it and made a small compensation payment without us even asking for it.