Identify theft and the Financial Ombudsman

Thomas_Le_Chat

We have an account that was compromised, and the funds transferred to a Santander account. 

This Santander account was opened in our name. The scammers would have known details of one of our bank accounts and address from the compromised account. 

We have complained to Santander, who say that their identity checks were satisfied - they did not require photo ID. 

We are now dealing with the Financial Ombudsman, who says that because we did not open the Santander account, even though in our name, they cannot investigate, we are not an eligible claimant! 

What can we do now? 

GeoffTF

What is your problem? Were you compensated by the bank whose account was compromised?

sheramber

Presumably, you complained to  your original bank about the account being compromised.

What does the original bank say about the account being compromised?

Thomas_Le_Chat

The original account was NS&I, which has refunded about half of the money. They have noticeably tightened their account access security recently.

GeoffTF

Why only about half your money? Were you happy with that? If not, did you make a formal complaint about it. If so, what was the outcome? Did you escalate that complaint to the Financial Ombudsman? If so, what was the outcome?

born_again

Question is how was NS&i compromised & allowed them access to transfer funds?

HillStreetBlues

GeoffTF said:

Why only about half your money? Were you happy with that? If not, did you make a formal complaint about it. If so, what was the outcome? Did you escalate that complaint to the Financial Ombudsman? If so, what was the outcome?

The new rules the sending and receiving share the cost.

HillStreetBlues

Thomas_Le_Chat said:

We are now dealing with the Financial Ombudsman, who says that because we did not open the Santander account, even though in our name, they cannot investigate, we are not an eligible claimant! 

What can we do now? 

I would make a complaint against the Ombudsman.
Santander are saying that you opened the account as passed the ID checks. I can't see how they can refuse as atm it's legally your account.

EDIT NS&I and Santander should work together, it seems that hasn't happened

Eyeful

HillStreetBlues said:

Thomas_Le_Chat said:

We are now dealing with the Financial Ombudsman, who says that because we did not open the Santander account, even though in our name, they cannot investigate, we are not an eligible claimant! 

What can we do now? 

I would make a complaint against the Ombudsman.
Santander are saying that you opened the account as passed the ID checks. I can't see how they can refuse as atm it's legally your account.

EDIT NS&I and Santander should work together, it seems that hasn't happened

1. Who do you make the complaint to, when it is against the Ombudsman?
2. What is does your atm stand for in this sentence, I am sure you do not mean "Automated Teller Machine"?

GeoffTF

HillStreetBlues said:

Thomas_Le_Chat said:

We are now dealing with the Financial Ombudsman, who says that because we did not open the Santander account, even though in our name, they cannot investigate, we are not an eligible claimant! 

What can we do now? 

Santander are saying that you opened the account as passed the ID checks.

The OP has not said that. The Ombudsman does not seem to accept it either. As far as we know, Santander accepts that the account was opened fraudulently by a third party. The OP has not given enough information for anyone to help here.

Zanderman

Eyeful said:

HillStreetBlues said:

Thomas_Le_Chat said:

We are now dealing with the Financial Ombudsman, who says that because we did not open the Santander account, even though in our name, they cannot investigate, we are not an eligible claimant! 

What can we do now? 

I would make a complaint against the Ombudsman.
Santander are saying that you opened the account as passed the ID checks. I can't see how they can refuse as atm it's legally your account.

EDIT NS&I and Santander should work together, it seems that hasn't happened

1. Who do you make the complaint to, when it is against the Ombudsman?
2. What is does your atm stand for in this sentence, I am sure you do not mean "Automated Teller Machine"?

That'll be 'at the moment', a long-established shortening.