We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
Santander Credit Card Applications

PSVW_bowler
Posts: 5 Forumite

in Credit cards
Applied for Santander credit card about one week ago and to my surprise was asked for proof of identity and address. I have a rich credit history and should never be asked for this sort of information as they should be able to confirm this through electronic records and electoral roll information. In this century I would not expect to send these documents through the post, however they never offered any other channel. I queried this with customer support and was signposted to their Document Upload Hub. I tried this but due to an error on their system was unable to upload documents digitally. After several calls and failed attempts for them to send me a link so I can upload my documents I logged a complaint. A bank of this size I don't expect so many problems. There appears to be a fundamental problem with this hub and no process in place to correct the issue I'm experiencing. A breach of Consumer Duty and a clear harm right here when attempting to access their products and services. Next step will be a FOS complaint but before I do I was wondering if anyone else has experienced similar issues with the document upload hub.
0
Comments
-
PSVW_bowler said:and a clear harm right here when attempting to access their products and services.What "harm" ? Inconvenience yes, but you've suffered no harm - either physical or financial.PSVW_bowler said:Next step will be a FOS complaintIt's not unreasonable (admittedly perhaps slightly unusual) for any financial institution to take such steps to verify identity. Is there an option to take your documents into a branch for validation ? This may be a simpler and quicker solution, if possible.
2 -
If I want the Santander card to move a balance from an interest bearing card then there is harm financially. I could have chose another lender but I liked the Santander promotional rate with no fee. They also left a hard search on my credit file so if they do not allow me to submit my documents within the channel of my choice then it's a poor customer outcome. On the point you raise about visiting a branch, well that's an interesting view given branches are closing hand over fist in the UK and visiting the one nearest to me is not convenient.0
-
There is no guarantee that Santander will offer you a credit card and thereby you may still hold that hypothetical balance incurring interest. Will you then complain because they have chosen not to select you as a customer, and this has affected you financially?1
-
Perfectly normal practice to check ID, I bank with Natwest and have done for 4 years, when I applied for their card recently I had to follow a similar process to submit my driving licence and payslips to a 3rd party company they use for verification purposes.
It is a responsible lending practice to verify a customer particularly in current times when there are lots of scams and attempted scams out there.
I looked at Santander myself - glad I did not apply to them reading the above0 -
PSVW_bowler said:Applied for Santander credit card about one week ago and to my surprise was asked for proof of identity and address. I have a rich credit history and should never be asked for this sort of information as they should be able to confirm this through electronic records and electoral roll information. In this century I would not expect to send these documents through the post, however they never offered any other channel. I queried this with customer support and was signposted to their Document Upload Hub. I tried this but due to an error on their system was unable to upload documents digitally. After several calls and failed attempts for them to send me a link so I can upload my documents I logged a complaint. A bank of this size I don't expect so many problems. There appears to be a fundamental problem with this hub and no process in place to correct the issue I'm experiencing. A breach of Consumer Duty and a clear harm right here when attempting to access their products and services. Next step will be a FOS complaint but before I do I was wondering if anyone else has experienced similar issues with the document upload hub.
I'm confused about 'a breach of Consumer Duty and a clear harm right' especially.
Having worked with Santander, I never got the impression they were cutting edge; quite the opposite infact.1 -
wiseonesomeofthetime said:There is no guarantee that Santander will offer you a credit card and thereby you may still hold that hypothetical balance incurring interest. Will you then complain because they have chosen not to select you as a customer, and this has affected you financially?0
-
PSVW_bowler said:wiseonesomeofthetime said:There is no guarantee that Santander will offer you a credit card and thereby you may still hold that hypothetical balance incurring interest. Will you then complain because they have chosen not to select you as a customer, and this has affected you financially?
Santander do not have great reviews looking online0 -
Anytime I've applied to open any type of account with a bank where I'm not an existing customer I've been required to supply photo ID and proof of home address.I see nothing wrong or exceptioal about that procedure.0
-
NoodleDoodleMan said:Anytime I've applied to open any type of account with a bank where I'm not an existing customer I've been required to supply photo ID and proof of home address.I see nothing wrong or exceptioal about that procedure.0
-
I'm not familiar with the specific intracacies of KYC due diligence procedure, so can't comment.We've been Santander customers for many years - their customer service in the early days was erratic, however they soon got their act together, I suspect new faces at command level made a difference there.0
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 350.3K Banking & Borrowing
- 252.8K Reduce Debt & Boost Income
- 453.2K Spending & Discounts
- 243.2K Work, Benefits & Business
- 597.7K Mortgages, Homes & Bills
- 176.6K Life & Family
- 256.3K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards