Santander free forever bank account changes

amyfairweather

Futuristic said:

Section62 said:

eskbanker said:

Section62 said:

So, in 2015 did Santander clearly communicate the changes were removing the 'free forever' promise?

They weren't particularly explicit in proactive comms but the messaging was there for those who went looking:

https://forums.moneysavingexpert.com/discussion/5155212/santander-free-accounts-important-changes 

So that would be a 'not really' then?

And as for your previous message, the free forever "promotion" was done by companies merged/bought out by Santander and not Santander themselves. They simply "honoured" the existing account pricing once they took over those accounts. 

As seen on page 10 of this thread, Santander carried on advertising free forever banking until at least 2009, so that excuse (of it being before they took over) will not wash.

Mariesel

I have complained to the FOS and received a response saying they are investigating the complaint.  As they only reply if they think there is a case to investigate there may be some hope.  

ForumUser7

Mariesel said:

I have complained to the FOS and received a response saying they are investigating the complaint.  As they only reply if they think there is a case to investigate there may be some hope.  

Did you first complain to Santander, and then provide a final response letter to the FOS? They don't generally investigate unless you've complained or tried to complain to the organisation first and 8 weeks has passed with no response, or you've got an FRL. They may pass the complaint onto Santander to look at first I suppose otherwise.

janusd

Mariesel said:

I have complained to the FOS and received a response saying they are investigating the complaint.  As they only reply if they think there is a case to investigate there may be some hope.  

I suspect they're just acknowledging receiving the complaint rather than making any decision or investigation yet.

You need to complain to Santander first, wait for their "final response" (which I assume will be in writing) and *then* complain to the Financial Ombudsman if you don't accept their final response.

Complaining to us is straightforward and will not cost you anything - but you need to give the financial business you are unhappy with a chance to sort things out before we can get involved.

Let them know why you are unhappy, and how you would like them to put things right. 

• The financial business should investigate your complaint fairly and send you a reply called their "final response".
• They should do this within eight weeks at the most, depending on what your complaining about.
• If they don’t reply, or you’re not happy with their final response, you can contact us.
• Once we’ve checked your complaint is something we can help with, we will start to investigate.

eskbanker

Mariesel said:

I have complained to the FOS and received a response saying they are investigating the complaint.  As they only reply if they think there is a case to investigate there may be some hope.  

What was their exact wording, i.e. are you saying that their response indicated that they were already looking into this matter (i.e. on behalf of others) or just that they accepted your submission as valid?

Badboydas

I have been with Santander Business banking since 2000

 Don't know if any of this helps but I'll post anyway. This is from 2004.

MonkMSE

Have raised a formal complaint with Santander. Advisor gave the expected response that it 'is in the t&c's'. But suspect this may have legs if enough businesses complain and take to Financial Ombudsman. 
Is there a mechanism to approach MSE to take this up? Or maybe group action? 

Badboydas

This is from 2015

Badboydas

Not sure if this one has been posted. If I find any more I will post.I 

PyroJunky1

I got the same letter last week and made a telephone complaint straight away on 17th July, stating  "I was not happy that Santander are trying to renegue, once again on the free banking for life deal that I signed up to!". I made it clear that they tried it on in 2012 and had to reverse their decision then. Also, should my complaint fail, and the changes to my Everyday Business account go through this time, I would indeed move this account to another provider along with all the other Santander products that I have at present. insurances when due, stocks/shares and ISAs at maturity. I was not given a complaint reference number, but was assured that a complaint had been logged, and someone would phone me back within two to three working days.
Not having heard anything, I phoned again today to chase my complaint and was this time given a complaint reference number. I was told that the time frame for a return phone call is now three to five days. I can only assume that Santander Business Banking Division has done something that has upset a lot of people!
Hopefully, Santander will reconsider their position on this matter quickly, as for them, it goes far beyond the small business account. It is a breaking of trust.  We do all have the option of logging complaints with the FOS, which I shall be doing, dependent on the telephone call I get back from Santander Business complaints department. This needs to be actioned quickly as they have sixty days to respond I beleive? Anyone able to comment on this? We also have the option of using social media to our advantage.