Santander sending me text messages that I cannot identify as Genuine

rach_k

Apologies if this has already been asked and answered but, OP, if you can't identify the text message as genuinely from Santander, why are you complaining to them about it? You don't even know it's from them!

If you have managed to identify it as from them, you can't say you can't identify it as from them, so you have no need to complain about that aspect.

The only possible issue I see is that they have used your number in a way you didn't agree to. Why not behave like a reasonable, sensible adult and, next time you contact them about something, just ask them to not use your number again? You are wasting a lot of your time and their time. Don't you have more valuable/interesting/fun things to do? If not, I suggest you look at local clubs/activities and try to find something! You're not helping anybody.

2e0arr

rach_k wrote: »

Apologies if this has already been asked and answered but, OP, if you can't identify the text message as genuinely from Santander, why are you complaining to them about it? You don't even know it's from them!

If you have managed to identify it as from them, you can't say you can't identify it as from them, so you have no need to complain about that aspect.

The only possible issue I see is that they have used your number in a way you didn't agree to. Why not behave like a reasonable, sensible adult and, next time you contact them about something, just ask them to not use your number again? You are wasting a lot of your time and their time. Don't you have more valuable/interesting/fun things to do? If not, I suggest you look at local clubs/activities and try to find something! You're not helping anybody.

I am so glad that you have pointed this out.
when i received the text the OP said they had been sent from Santander and Santander had be texting all customers but was not sure if the text i had was from them or know of a way to confirm this ?

He was polite but I said i was unhappy this we sent it against my wishes although polite and well meaning was unacceptable. There is an issue about Santander using my text for this reason which is the wrong reason for them using my mobile hone number for this thus breaching principle 2 of the DPA and possibly other principles.

As I checked last week with their fraud department they will only text me for account balance alerts I have set up and fraud issues and nothing else.

The response from their complaints team was nothing so I contacted the FO to initiate a complaint on my behalf.

The response by telephone a few days later from the complaints team who said it was one of their texts. I considered the behaviour of the person and what they were saying to be inaccurate and unacceptable. The person refused to pass it on to a manager supervisor and said that they were going to post a final response to me. Hobsons choice. To this I emailed the ceo of Santander about this and asked simply please listen to the phone calls.

This email to the ceo has been acknowledged by email which contained a hypertext clickable link which Santander do not use in their emails to Customers according to their website.

Attached to the executive complaints team was a pdf stating that if i am unhappy with any decision taken by Santander complaints then i am able to contact them by any of the methods shown on the pdf for it to be investigated.

My response to the ceo was listen to the telephone call from the complaints team please?

Although have received the final response from the the person i complained about I want to see what the ceo executives complaints team respond.

I suppose with the final response in my possession i I could ask the FO for an adjudication and ask them to get a copy of the telephone call from Santander complaints team and consider it as part of the adjudication.

The cost of the adjudication to Santander before dismissing or upholding the complaint is £550 if my complaint is upheld the FO can decide to make them compensate me and then forward their finding to the Financial Conduct Authority.

It will be interesting to see what happens next

As far as your comment about not helping anyone I consider that if Santander are breaching the DPA it is a very serious matter indeed for such a large organisation who should have systems in place to stop this happening.

Consdering that the DPA is going to be bolstered very soon with the GDPR in the coming weeks their approach to customer data security should be the best in the UK and should set an example to all banks and businesses in the UK, not to mention their customer complaints system and attention to detail.

To suddenly start texting customers against their wishes I hope that someone must have conducted a Privacy impact Assessment.
If not why not ?
and
if they have made a Privacy impact Assessment re examine it.

paddyandstumpy

2e0arr wrote: »

I am so glad that you have pointed this out.
when i received the text the OP said they had been sent from Santander and Santander had be texting all customers but was not sure if the text i had was from them or know of a way to confirm this ?

He was polite but I said i was unhappy this we sent it against my wishes although polite and well meaning was unacceptable. There is an issue about Santander using my text for this reason which is the wrong reason for them using my mobile hone number for this thus breaching principle 2 of the DPA and possibly other principles.

As I checked last week with their fraud department they will only text me for account balance alerts I have set up and fraud issues and nothing else.

The response from their complaints team was nothing so I contacted the FO to initiate a complaint on my behalf.

The response by telephone a few days later from the complaints team who said it was one of their texts. I considered the behaviour of the person and what they were saying to be inaccurate and unacceptable. The person refused to pass it on to a manager supervisor and said that they were going to post a final response to me. Hobsons choice. To this I emailed the ceo of Santander about this and asked simply please listen to the phone calls.

This email to the ceo has been acknowledged by email which contained a hypertext clickable link which Santander do not use in their emails to Customers according to their website.

Attached to the executive complaints team was a pdf stating that if i am unhappy with any decision taken by Santander complaints then i am able to contact them by any of the methods shown on the pdf for it to be investigated.

My response to the ceo was listen to the telephone call from the complaints team please?

Although have received the final response from the the person i complained about I want to see what the ceo executives complaints team respond.

I suppose with the final response in my possession i I could ask the FO for an adjudication and ask them to get a copy of the telephone call from Santander complaints team and consider it as part of the adjudication.

The cost of the adjudication to Santander before dismissing or upholding the complaint is £550 if my complaint is upheld the FO can decide to make them compensate me and then forward their finding to the Financial Conduct Authority.

It will be interesting to see what happens next

And so to the crux of it.

Comp-en-say-shun

For a text.

Unbelievable.

eskbanker

2e0arr wrote: »

The cost of the adjudication to Santander before dismissing or upholding the complaint is £550 if my complaint is upheld the FO can decide to make them compensate me and then forward their finding to the Financial Conduct Authority.

You're not the first and no doubt won't be the last to believe that you have some sort of leverage over a financial institution on the mistaken understanding that it'll cost them £550 if it ends up with the FOS!

As explained in http://www.financial-ombudsman.org.uk/publications/technical_notes/QG1.pdf, less than a sixth of FOS referrals become chargeable at all and Santander will doubtless be one of the large groups who pay a group-account fee anyway, rather than being required to pay £550 per chargeable complaint.

2e0arr

paddyandstumpy wrote: »

And so to the crux of it.

Comp-en-say-shun

For a text.

Unbelievable.

Thank so much for pointing this out to me I'm really pleased you have.

Looking on the main page of this website is a section called Reclaim where i get the impression that users are being more than actively encouraged to claim compensations.

This is a revelation to me and thank you once again for pointing this out.

unforeseen

Reclaiming and compensation are two totally different things.

2e0arr

eskbanker wrote: »

You're not the first and no doubt won't be the last to believe that you have some sort of leverage over a financial institution on the mistaken understanding that it'll cost them £550 if it ends up with the FOS!.

I don't think this money is a leverage at all.

Neither would the result of the adjudication being upheld in my favour in the public domain on the FO website a leverage either.

2e0arr

unforeseen wrote: »

Reclaiming and compensation are two totally different things.

Thank you for pointing this out to me.

You clearly have better skills.

A brief look at the reclaim section if people reclaim successfully through the FO the FO can order them to be compensated with interest of 8 per cent ?

paddyandstumpy

You're not reclaiming anything. You're pushing for compensation.

I would doubt 8% interest would be applied to any compensation, interest is added to compensate for 'lost opportunity' with the money you're reclaiming.

YorkshireBoy

2e0arr wrote: »

A brief look at the reclaim section if people reclaim successfully through the FO the FO can order them to be compensated with interest of 8 per cent ?

Take a longer look and get the 8% in context.