Identify theft and the Financial Ombudsman

Nasqueron

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"?

1 - follow complaints process:

https://www.financial-ombudsman.org.uk/who-we-are/customer-service/service-complaints

grumpy_codger

Zanderman said:

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.

TBF, it's abbreviation, not shortening, and has to be capitalised - ATM.
If it's shortening, it's for atmosphere, unit of pressure.

Thomas_Le_Chat

I’ll try and answer the questions that people have raised.

The NS&I account was compromised by email phishing.

NS&I and Santander don’t seen to be talking to each other, I suspect the problem is Santander, as NS&I have made a partial refund.

Santander accept that it is identity theft, which passed their security checks. As it’s not our account, they can’t give us any details about it.

It seems ridiculous that the Financial Ombudsman won’t get involved. How many other cases are they turning down because the person is the named account holder but didn’t open the account?

 Thanks for your responses.

GeoffTF

You still have not told us what NS&I's response was. Why did they not fully compensate you? If they told you that you that Santander would pay you the balance, what reason did Santander give for not doing that? Do you have all this in writing?

Zanderman

grumpy_codger said:

Zanderman said:

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.

TBF, it's abbreviation, not shortening, and has to be capitalised - ATM.
If it's shortening, it's for atmosphere, unit of pressure.

tbf, there are no grammatical rules for text-speak, afaik, but ymmv 

Middle_of_the_Road

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"?

Communicating standards have gradually been reduced to this level, worsened by the advent of texting.
HTH- (hope this helps)

https://www.ruf.rice.edu/~kemmer/Words04/usage/slang_internet.html#:~:text=AFAIR — "as far as I,as far as I

Ergates

Thomas_Le_Chat said:

I’ll try and answer the questions that people have raised.

The NS&I account was compromised by email phishing.

NS&I and Santander don’t seen to be talking to each other, I suspect the problem is Santander, as NS&I have made a partial refund.

Santander accept that it is identity theft, which passed their security checks. As it’s not our account, they can’t give us any details about it.

It seems ridiculous that the Financial Ombudsman won’t get involved. How many other cases are they turning down because the person is the named account holder but didn’t open the account?

 Thanks for your responses.

What is the nature of your complaint against Santander?  That they allowed an account to be opened in your name, or that they have not reimbursed you for the other half of the lost money ?

Ergates

HillStreetBlues said:

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.

Would that not be on NS&I to sort out - the reimburse the customer, then claim 1/2 the cost from the recipient bank.  

PRAISETHESUN

I agree that the focus of your complaint should be about NS&I not fully refunding the fraudulent transaction(s) rather than anything Santander has/hasn't done. The Ombudsman will definitely be able to take on that case once you follow the correct complaints procedure.

born_again

Thomas_Le_Chat said:

I’ll try and answer the questions that people have raised.

The NS&I account was compromised by email phishing.

NS&I and Santander don’t seen to be talking to each other, I suspect the problem is Santander, as NS&I have made a partial refund.

Santander accept that it is identity theft, which passed their security checks. As it’s not our account, they can’t give us any details about it.

It seems ridiculous that the Financial Ombudsman won’t get involved. How many other cases are they turning down because the person is the named account holder but didn’t open the account?

 Thanks for your responses.

So refund (if they feel it is not your fault)
Should come from NS&i.
Santander would just need to return any funds in account back to NS&i, that are left in account.
So you have no complaint against Santander. Any complaint against NS&i.

But how much was the fraud. Given the £85K limit on refunds.