Santander’s check and complaint policy

topoftherock

Hi all, I’ve read on this website the following regarding Santander: “ Major firms which still separate a check and a complaint: Santander (though if you do a check with it, provided it is before the 11.59pm 29 August deadline, you will then have 12 weeks after it responds to put in a complaint)”. Does anyone know if Santander Has confirmed this on their own website? I have checked and can’t see this information ! Just like many people over these last few weeks, I’ve sent several letters to Santander (about different companies they are responsible for investigating PPI) asking to check if PPI was present; and then asking if my check could be converted into a complaint if PPI is found (I also asked for a DSAR/terms and conditions of original agreement etc). Have I definitely not missed the deadline?

Bermonia

Your problem was asking for a DSAR... what are you going to do with all the paperwork they send you, best you can do now is cross your fingers

topoftherock

Bermonia wrote: »

Your problem was asking for a DSAR... what are you going to do with all the paperwork they send you, best you can do now is cross your fingers

I’m a bit lost here. How does asking for a DSAR make a difference to my query/complaint? If anything, it gives me more chance of being successful, surely? I.e finding info about the PPI on the original agreements. They sent me an acknowledgement letter, dated the 14th August 2019 (on the 17th August 2019) saying they will send me the information within 28 days.

[Deleted User]

topoftherock wrote: »

How does asking for a DSAR make a difference to my query/complaint? If anything, it gives me more chance of being successful, surely? I.e finding info about the PPI on the original agreements.

By the time the SAR is received, the Bank will likely have already upheld or rejected your complaint. Even if they haven't yet considered your complaint, you'd have to receive some pretty compelling "information" for it to be worth contacting the Bank about.

Sounds like you'll just receive reams of paper simply destined for the recycle bin.

topoftherock

Moneyineptitude wrote: »

By the time the SAR is received, the Bank will likely have already upheld or rejected your complaint. Even if they haven't yet considered your complaint, you'd have to receive some pretty compelling "information" for it to be worth contacting the Bank about.

Sounds like you'll just receive reams of paper simply destined for the recycle bin.

Well, I only have to wait until 11th of September, so what Have I got to lose? I mean, this forum has been telling people to put in SARs, so I don’t understand why my decision about asking for a DSAR is a problem!

[Deleted User]

topoftherock wrote: »

Well, I only have to wait until 11th of September, so what Have I got to lose? I mean, this forum has been telling people to put in SARs, so I don’t understand why my decision about asking for a DSAR is a problem!

No one here has suggested sending a SAR letter for literally months without also warning that it would arrive too late for the complaint deadline.

Basically, you've made a PPI enquiry which you hoped would be auto converted into a complaint and only now are you hoping to do some proper research? You have not got twelve weeks to "make a complaint" at all. If your complaint has been accepted as such it has already entered the complaint process and the bank have up to eight weeks to uphold or reject the complaint. Nothing you can add from a SAR is likely to change the outcome of this I'm afraid.

Do you know if you actually had any PPI on this finance?

-taff

topoftherock wrote: »

Major firms which still separate a check and a complaint: Santander (though if you do a check with it, provided it is before the 11.59pm 29 August deadline, you will then have 12 weeks after it responds to put in a complaint)”.

where did you read this? the deadline has passed for complaints, asking for a SAR will not extend the deadline.

SonOf

I mean, this forum has been telling people to put in SARs

No it hasn't. For the vast majority of complaints, SARs are not required. It is only where the banks claim there are no records and you don't believe them that a SAR could be useful.

Major firms which still separate a check and a complaint: Santander (though if you do a check with it, provided it is before the 11.59pm 29 August deadline, you will then have 12 weeks after it responds to put in a complaint)”.

That is if you ask them to check you had PPI first using their PPI check/complaint process. It is not related to SARs.

topoftherock

So by asking for an SAR, how has created a problem for my check? If I didn’t ask for an SAR, how would it Have been better? The check and SAR were on the same letter that I sent on the 14th August 2019 (Santander letter arrived 3 days letter , saying my SAR will be received within 28 days of the 14th August 2019). How haven’t I got 12 weeks (from the date of response) to make a complaint??? That’s what it says on this website! Hence my original question! Still don’t get it. No, I don’t know, Hence why I’m checking/asking for an SAR. And that’s why I asked for an SAR; because I don’t believe them I.e I want my records.

[Deleted User]

topoftherock wrote: »

I asked for an SAR; because I don’t believe them I.e I want my records.

So have they actually told you that you didn't have any PPI?

If so, it's beyond unlikely that information from a SAR will contradict this.

You are really grasping at straws if you didn't have PPI.

topoftherock

Moneyineptitude wrote: »

So have they actually told you that you didn't have any PPI?

If so, it's beyond unlikely that information from a SAR will contradict this.

You are really grasping at straws if you didn't have PPI.

No, they didn’t say anything other than my DSAR will be received within 28 days of the 14th August 2019. To reiterate, my letter contains both the SAR request and Check (which I’ve asked to convert into a complaint). Guys, I really think you try to make things
More complicated than what they need. It’s a simple question. And yes, of course I’m grasping at straws. Most people are!!!