Santander - beware current timescale for cheque deposits posted to Branch

actomox1

I had an investment in a unit trust and wished to reinvest it elsewhere.  I asked the fund managers to pay the balance - a 5 figure sum - directly into my current account but no, they sent me a cheque..  I took it to my local Santander branch which is open with reduced hours to use the 'deposit at ATM' service but it was unavailable on a Saturday afternoon.  I consulted their on-line chatbot which advised me to either take it or post it to an open branch and instructed me, if using the pos,t to enter certain details on the back.   I returned to the branch during their restricted opening hours to find a long queue outside.  To protect myself and others I decided to envelope the cheque, marked the envelope 'cheque deposit' and post it through the branch letter box.  

Two days later the deposit was not showing on my account so I telephoned their call centre.  The first time I was told to ring them again during the branch opening hours and they would enquire as to any delays.  I rang back at lunchtime to be told that cheques are sent to a central point and there was a processing delay of  'several weeks'.  I commented that I could not see what difference it made if the envelope was pushed through their letter box by myself or the postman and was told it would have been the same procedure.  Nowhere on the website or on the chatbot advice is there any mention of this delay.  

The money could have been required for critical expenditure and customers who are not near an open branch should be informed that cheque deposits made by post would be subject to the very imprecise 'several weeks' delay in being credited.  I am NOT impressed.

TimSynths

I think cheques have to be deposited using a special "cheques" envelope, took my neighbour who is isolating over six weeks and a call to the CEO's office to get some, in the end it was tasked to the local branch to arrange who delivered her a regular plain envelope- all this for a £25 premium bond cheque, I've told her to get them paid direct to her account in future. I feel your pain.

funkycredit

I often post cheques to the main Santander address with a post-it note saying please deposit into account with my name, address & account info. 

It usually shows in my balance after around 4 days normally so just give them a full week and then see. 

funkycredit

TimSynths said:

I think cheques have to be deposited using a special "cheques" envelope, took my neighbour who is isolating over six weeks and a call to the CEO's office to get some, in the end it was tasked to the local branch to arrange who delivered her a regular plain envelope- all this for a £25 premium bond cheque, I've told her to get them paid direct to her account in future. I feel your pain.

This was only ever for post office deposits. For posting a cheque direct to the bank itself you need nothing. No paying in slip or anything.  I always post them to the address on my cheque book (9 Nelson St, Bradford). 

Definitely don't need a special envelope if you're just posting it through the post. 

RobM99

Yep - Post Office will take cheque deposits for most banks.

funkycredit

RobM99 said:

Yep - Post Office will take cheque deposits for most banks.

With a special paying in slip / envelope supplied by your bank. 

actomox1

As a postscipt, despite being told by the on-line adviser it would take 'several weeks', the cheque showed up on my account during the day yesterday. ie delivered to Branch Monday, appeared on account (uncleared) Thursday.  This is not good compared with using the counter but much better than the adviser implied.  Must have been taking lessons in the art of mixed messaging from Government!

funkycredit

Yep as I said. Doesn't matter how you send it / post it - it's always there within 4 days. I post through Royal Mail and it's still there by day 4. 

At least you now know for next time.