Santander blocked my account without any reason

a7ash

Santander blocked my account since 14th of April. Yesterday, the accounts have disappeared from Internet Banking. I have called them and been to the branch. All they say is " We cannot provide any further information and if and when the situation changes, they will get back to me". I had most of my savings there and am struggling to survive. I am trying to call them everyday but they repeat the same.

Any idea how I can proceed in this scenario ? 

ForumUser7

a7ash said:

Santander blocked my account since 14th of April. Yesterday, the accounts have disappeared from Internet Banking. I have called them and been to the branch. All they say is " We cannot provide any further information and if and when the situation changes, they will get back to me". I had most of my savings there and am struggling to survive. I am trying to call them everyday but they repeat the same.

Any idea how I can proceed in this scenario ? 

Sorry to hear this.

Have you logged a formal complaint with Santander? https://www.santander.co.uk/personal/support/customer-support/how-to-complain https://www.moneysavingexpert.com/banking/compare-best-bank-accounts/#complain

AFAIK, the bank doesn't have to give a reason as to why they blocked the account (personally, I disagree with this), but a complaint may get them to get a move on. Ensure you mention you are in financial hardship due to the situation (and if you're vulnerable in any way, ensure this is known as they have a duty of care to you).

In the meantime, have you opened another account with another provider to get any wages and income into etc. Starling may be good - they are quite quick with approving applications in my experience, and the card details can be viewed in the app (possibly before the card arrives but not 100% sure if that is still a feature).

Can you think of anything that may have triggered the block? Uncharacteristic incoming or outgoing payment etc. There is almost always a reason these blocks occur, but sometimes it may not be immediately clear.

Good luck with getting this sorted!

a7ash

Yes I have lodged a complaint with Santander. They have repeated the same thing in the complaint response letter, and also asked me to approach the Financial Ombudsman within 6 months if needed. 

I only opened an ISA with Santander itself, and transferred 20K to it, but it was from my Santander account and the ISA was also from Santander.

They wont discuss why the account was blocked with me.

As fas as I understand, they need an account freezing order after 42 days but this time has passed now as my account was blocked since 14th April. 

I have not received any account freezing order yet!!!

The majority of my savings were with them, and I do not know what to do. 

Robin9

As per @ForumUser7 - have you opened an account with another Bank ?  If not do so without delay.

a7ash

Yes all my other bank accounts are working fine. However most of my funds were with Santander. In hindsight, it was a mistake to keep most of your funds with one bank.

MX5huggy

Write to your MP, Santander are using a legalisation in a way that I expect was not designed/anticipated when it was introduced. 

ForumUser7

a7ash said:

Yes I have lodged a complaint with Santander. They have repeated the same thing in the complaint response letter, and also asked me to approach the Financial Ombudsman within 6 months if needed. 

I only opened an ISA with Santander itself, and transferred 20K to it, but it was from my Santander account and the ISA was also from Santander.

They wont discuss why the account was blocked with me.

As fas as I understand, they need an account freezing order after 42 days but this time has passed now as my account was blocked since 14th April. 

I have not received any account freezing order yet!!!

The majority of my savings were with them, and I do not know what to do. 

 That's unfortunate, usually a complaint gets the ball rolling.

As per this thread ~ https://forums.moneysavingexpert.com/discussion/comment/80103487/#Comment_80103487 try emailing the CEO address given in that post - ceo@santander.co.uk and maybe give it a day or two and see what they say. If no joy, probably refer to the FOS. It can be a long process, but they usually put the bank right.

a7ash said:

Yes all my other bank accounts are working fine. However most of my funds were with Santander. In hindsight, it was a mistake to keep most of your funds with one bank.

Glad you've got a backup account - sounds like you have no C/A with Santander, but in case I'm mistaken and you do - make sure the salary is switched to another provider etc. Unfortunately in this day and age where banks can freeze (and close!) accounts at the drop of a hat, it is necessary to be diversified.

Momanns

Just going to say it - There are threads like this on a regular basis, and usually the OP responsible for the post will omit relevant information. IF the circumstances are as you have stated OP, then there is clearly no rationale on how the accounts are still blocked.

However, I can't think why on earth Santander would block the accounts (and maintain the block) for an ISA funded by a connected account.

OP - Is anyone else linked to your accounts? Is there any other activity beside the ISA which may have triggered an AML or fraud investigation? 

"As fas as I understand, they need an account freezing order after 42 days but this time has passed now as my account was blocked since 14th April. 

I have not received any account freezing order yet!!!"

Santander would not obtain an account freezing order, only a relevant authority under the Proceeds of Crime Act can do that (think Police, HMRC, NCA, DWP, SFO etc etc)

Vortigern

A possible reason for their action is suspicion about where that 20K came from before it reached Santander. Have they asked you about this?

Sg28

I would be interested to know what would actually cause such a block. Surely even if you had paid in a huge unkown sum of money they would just request a source of funds under AML regulations allowing you to explain it. 

Just randomly shutting the account with no info seems quite drastic and scary! 

Momanns

Vortigern said:

A possible reason for their action is suspicion about where that 20K came from before it reached Santander. Have they asked you about this?

They wouldn't articulate this to OP. They are bound by "tipping off" offences and their own procedures.

Sg28 said:

I would be interested to know what would actually cause such a block. Surely even if you had paid in a huge unkown sum of money they would just request a source of funds under AML regulations allowing you to explain it. 

Just randomly shutting the account with no info seems quite drastic and scary! 

I would still very much doubt they are randomly shutting the account. There will be a reason we are not aware of.