Santander free forever bank account changes

Section62

solidpro said:

Does anyone actually remember the change I'm supposedly supposed to have agreed to back in either 2012 or 2015 when they backtracked on this previously? They seem to be saying I agreed to some new terms and conditions at some point between opening the account and now, when I don't remember signing or agreeing to any changes in between....?

Just trying to get my ducks in a row before complaining to the FOS.

My experience with FOS is generally less is more.... in the initial submission they only want basic facts.  Once past triage, the investigator your complaint is allocated to will do the research - firstly by asking the bank for its comments.

The fact you don't remember signing or agreeing anything may work in your favour.

I've found too much detail risks the investigator not reading/understanding the complaint.  In one case I set out a reasoned argument why the bank had failed, and am pretty sure the ombudsman never looked at it as his final decision contained basic errors of fact.

In this situation with Santander there will be so many complaints which are more or less identical I suspect they will all be allocated to a single investigator/ombudsman - so individual complainants going into every detail is unlikely to be needed.

As far as your specific query goes, it is likely that by not closing your account in 2015 when you were notified of the changes, you will be deemed to have accepted the new T&C's. (whether you saw and/or understood them or not).

solidpro

So I could just reference my complaint number and say it's about them imposing charges on a 'free forever' contract I agreed with Santander in 2008 for business banking, that they clearly still provide. That I was assured that I would have free business banking for life, as long as I stuck to their conditions and that there was no significant changes in law, tax or regulations?

I never agreed to changes which would affect their strapline for this contract that I would recieve free business banking forever and so forcing me to some obscure changes in their terms which I didn't agree to is unfair. 

Would that do it?

TA8888

Dump them and get free business acount with TIDE! 

ElDickster

I agree, which is why I suggested ElDickster make it a specific part of their complaint.  I've not found anything so far which allows a 'dissatisfaction' to be treated as a non-complaint.

Ok, so I've just rung Santander, and the upshot is that there is a difference between a Disatisfaction Case and a Complaint. A Dissatisfaction Case will not be responded to as it refers to something that they cannot change so it is merely logged and, I guess, ignored. I think that the number of calls they're getting regarding this (200 plus a day, I think they said) means they didn't log it as a complaint and didn't tell me about the difference. As I intend to go to the ombudsman, I have now logged it as a complaint, and got a reference number, and hope to hear from them in a couple of days.

I did also add an additional complaint about not being told the difference to this complaint, but guess they're not really bothered.

Hope this helps. Long story short: make sure it's logged as a Complaint!

Acescout

Dont leave them, hang tough, log a complaint and get your number otherwise it will be logged as a disatisfaction and ask for a final decision letter, then on to the ombudsman so that it costs them £650 a complaint - it may take 8 months for a decision, if we win we'll get the charges back - loads of info on the facebook group Santander - free banking forever means forever. plus a letter to your MP will also cause them problems

Beetle63

Shocking Santander going back on their word. Do what everyone else is doing, register a complaint and then refer them to the financial ombudsman. Also join the Facebook group that are fighting this for advice and templates 

neilsedaka

SANTANDER | Free banking forever, means forever.....
https://www.facebook.com/groups/434991753218662

Beetle63

solidpro said:

So I could just reference my complaint number and say it's about them imposing charges on a 'free forever' contract I agreed with Santander in 2008 for business banking, that they clearly still provide. That I was assured that I would have free business banking for life, as long as I stuck to their conditions and that there was no significant changes in law, tax or regulations?

I never agreed to changes which would affect their strapline for this contract that I would recieve free business banking forever and so forcing me to some obscure changes in their terms which I didn't agree to is unfair. 

Would that do it?

Join the facebook groups for help and advice 

Zanderman

Beetle63 said:

solidpro said:

So I could just reference my complaint number and say it's about them imposing charges on a 'free forever' contract I agreed with Santander in 2008 for business banking, that they clearly still provide. That I was assured that I would have free business banking for life, as long as I stuck to their conditions and that there was no significant changes in law, tax or regulations?

I never agreed to changes which would affect their strapline for this contract that I would recieve free business banking forever and so forcing me to some obscure changes in their terms which I didn't agree to is unfair. 

Would that do it?

Join the facebook groups for help and advice 

Though there is also plenty of help and advice here on MSE too.

amyfairweather

All I've received back from a formal letter sent registered post is this standard response below on a secure message via online banking.

Is this enough to go to the FOS?

Date:

04/08/2025

Subject:

Complaints

Message:

Our Ref: ******

Date: 04 Aug 2025

Dear ******

Thank you for reaching out and sharing your concerns regarding our recent communication confirming that we’ll be converting your account to our new Business Current Account – Classic. The business banking landscape has evolved significantly over the last decade, and whilst we’ve made investment into our customers a priority to keep pace in the market, we haven’t changed or increased the account fee. To continue providing excellent service, fair value and innovative solutions, we are simplifying our product range and introducing a new Business Current Account – Classic.

These changes are implemented under Section E of our General Terms and Conditions, which allow us to convert your existing account to another product in our range. We're no longer offering your current account type, and we’ve provided at least 2 months’ notice before the change, to allow you to consider your options.

You have three choices moving forward:

1. Transition to the Business Current Account – Classic: No action is required from you if you choose this option. We hope you will continue to choose us as your Business Account provider, and should you decide to, you will have access to a variety of features and benefits, such as access to practical business support through our Beyond Banking offering. This includes our learning and knowledge suite, mentoring programs, and a wide range of business solutions like business insurance, HR services, and Santander work cafes. For more information on the new account features, please visit our website.

2. Close Your Account: If you prefer not to transition to the Business Banking Classic, you can close your existing account before the changes take effect in October. Rest assured, you will not incur any charges for closing the account, and we will refund monthly fees for any period between notice of closure and the effective closure date.

3. Switch Your Account to Another Provider: we’re a member of the Current Account Switch Service, which offers a secure and easy way to switch your account to another bank in 7 working days. You can find out all you need to know about switching accounts at currentaccountswitch.co.uk. Remember, if you have an overdraft, you’ll need to repay any money you owe us before we close or switch your account.

As part of the terms and conditions of your account, the bank is not required to consult or seen your consent for this change. However, we are required to inform you, which we have done.

For further assistance and to help you understand the impact of these changes on your business, please visit the dedicated support page on our website, which includes helpful resources such as a calculator tool. Simply search for "changes to your business current account" to access it.

Hopefully you agree with outcome if not, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this message.

If you don’t refer your complaint in time, the Ombudsman won’t have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

For more information about the Financial Ombudsman Service you can visit their website financial-ombudsman.org.uk

If you’d like to discuss my decision, or anything else, please call me on 0800 171 2171.

Thank you for getting in touch. The information you’ve given us will help us to improve and meet our aim to deliver the highest level of customer service.

Yours sincerely

...