Santander looking to freeze Bank account

redgem12

Hi, 
My parents art old age pensioner's they have been banking with santander for over 50 years. My father had a telephone call from the bank - he thought it was a scam and refused to spk to anyone on the telephone. 

He rang the telephone off the back of the card. Which he done the right thing in my eye's. 

When he got though to the bank they basically said there has been suspicious activity on thier account. The staff member was very rude, firstly saying if my father spoke to them when they phoned him originally instead of ending the call.

Both parents have there pensions are paid in that account and my parents transfer money a small amount if money from an other bank savings account every month. All utilities comes out of the account. About October or November they sold their car and payment was paid into the bank via bank transfer from the dealership and two months ago my father had some of his pension and paid tax on it he was given a tax rebate.

They don't use this acount for anything else.

FCA regulations is there to ensure consumers have an appropriate degree of protection. This includes protecting vulnerable consumers like my parents who are old aged pensioner's. They have lost sleep with worry/ anxiety.

Bank has asked them  if they own their house and want a copy of the deeds and other things like copy of shares ICAs etc..

What can they do to stop the freeze on there bank account. They have done nothing just be a loyal customer for over 50 years. 

They have put a complaint into the bank and I have told them not to close any complaint as I what them to take to the ombudsman under FOS complaints.

Any help with be greatfull.
Many thanks

eskbanker

redgem12 said:

Bank has asked them  if they own their house and want a copy of the deeds and other things like copy of shares ICAs etc..

What can they do to stop the freeze on there bank account.

The most pragmatic thing would be to supply the documentation the bank is asking for - I can understand why they might consider that intrusive but am unconvinced that there's actually any meaningful alternative if they want to regain access to the account.

GeoffTF

What is the problem? Has Santander frozen the account? Why cannot they just provide the copies of the documents that the bank has requested? What have they got to complain about?

Hoenir

What has triggered the bank into this action? Things don't just happen. There's a cause. Filing a complaint isn't the solution at this point in time. 

penners324

Requesting house deeds is a ludicrous over reach of AML. 

Lodge The issue with your MP and the banking Ombudsman.

noitsnotme

I know it’s a bit pedantic but haven’t Santander only been in the UK for 20 years since acquiring Abbey National in 2004?

km1500

very unusual for a bank to ask for a 'copy of the deeds'. Is the house unregistered? If registered they could search the land registry themselves

Zanderman

As others have said, asking for a copy of the deeds is odd. Did they really ask for that or are you, or your parents, misinterpreting some generic request about house ownership info? Houses don't, these days, have 'deeds, the info and proof is all at the Land Registry. So for most houses asking for 'deeds' is pointless - unless the house, as km1500 says above, is not registered with LR (which it might not be if it has been owned for several decades). Once registered with LR the 'deeds' become meaningless pieces of paper. A very odd request - did they really specifically ask for this?

Grumpy_chap

redgem12 said:

My parents art old age pensioner's they have been banking with santander for over 50 years. My father had a telephone call from the bank - he thought it was a scam and refused to spk to anyone on the telephone. 

He rang the telephone off the back of the card. Which he done the right thing in my eye's. 

I think he did the correct thing refusing to speak when the bank (or whoever) called him.  Phoning back from the number on the card is the standard thing that we are advised to do.

Just one thing - when he made the return call, did he use the same phone line or a different line?  Is he 100% certain he was speaking with the bank the second time?  There are ways that scammers can keep the line open so when you dial back you get to the scammer again, not the bank.

Could you go with your parents to a branch?

redgem12

Thanks for all of your comments, my parent have been to the branch and the branch agreed with my parents and the branch have made a complaint on their behalf.

They have provided everything they behave asked for tbh they bought there house 4 years ago so they had all the information from solicitors and all the information about the house.

Yes it was the Abbey National which was taken over by santander.... same account for over 50 years... 

I believe unusual payments made in bank account, such as payments from HMRC one off payments can trigger these type of things. If there is an expert on here I would like to know what the time scale is for sorting this out.

As its unacceptable putting people in poverty not able to touch their own money. goingg to the local MP has been thought of and we are going to contact the MP.

GeoffTF

redgem12 said:

Thanks for all of your comments, my parent have been to the branch and the branch agreed with my parents and the branch have made a complaint on their behalf.

They have provided everything they behave asked for tbh they bought there house 4 years ago so they had all the information from solicitors and all the information about the house.

Yes it was the Abbey National which was taken over by santander.... same account for over 50 years... 

I believe unusual payments made in bank account, such as payments from HMRC one off payments can trigger these type of things. If there is an expert on here I would like to know what the time scale is for sorting this out.

As its unacceptable putting people in poverty not able to touch their own money. goingg to the local MP has been thought of and we are going to contact the MP.

Your title says "Santander looking to freeze Bank account". Are you now saying that they have actually done it? If so, how frozen is it?