Santander free forever bank account changes

ForumUser7

L999 said:

ti4 said:

L999 said:

Exactly the same as others - I've had my "FREE FOREVER - business banking account" for 20 years, received the letter, called and have logged a complaint (waiting to hear back).  I have all the supporting original brochures stating "Free Forever" - printed all over them. In my view it constituted part of the legal arrangement we all entered into and why we bought the service/product and opened accounts.  Regardless or not of take-overs, a bank takes on the customer base and the legal agreements in-place when the take over (in the case of Santander), legacy financial products are common across the financial industry - a bank can not just "bin-off" a product because "they don't like it" they will have to either continue the product and agreement they entered into, or compensate in someway.

My suggestion would be Log a complaint, ask for a complaint number ... 

Would you be kind enough to attach the 'Free forever' original brochure(s)?

I'll look to scan over the coming days and attach to this thread.

In the meantime I can't stress enough - logging official complaint's is "a must" (as other have mentioned the sheer volume of complaint numbers and the referrals to the FSA will likely result in another 2012 U-Turn), the FSA only get to know there is discontent / issues if the complaint procedure is followed.

So please log the complaint and see it through, so the FSA get's notification.

Carpetbeetle999 said:

Me too. Like a lot of people on the forum I also have all the old paperwork stating Free business banking forever and I intend to make a formal complaint tomorrow. I expect to get an unfavourable response back from them but will then refer it to the FSA as a matter of course. Apparently it costs Santander around £500 for each referral so if 200,000 of us do it then it's going to make it an expensive exercise for them! 

If you are unhappy with the outcome of your complaints to Santander - you will need to refer to the FOS (not the FSA) https://www.financial-ombudsman.org.uk/

It's bad Santander is trying to do this - so good luck all!

Carpetbeetle999

Further to my earlier post I've had a quick look and it's the FSO not the FSA we complain to. Apparently businesses are allowed the first three complaints against them free of charge then the fourth and any others after that are charged with the maximum fee being £650 for each complaint. 

Section62

singhini said:

Out of curiosity, why don't Santander just notify their customers they intend to close all these types of accounts (similar to what TESCO did with their current accounts back in November 2021)?

Are Santander not allowed to do it? 

They could do it, but....

https://forums.moneysavingexpert.com/discussion/comment/81540361/#Comment_81540361

The Tesco case is different because it was a business decision to withdraw from the current account market completely, not withdraw a specific current account type, or from a group of customers but not all.  You can add M&S current accounts to the discussion as well.

Emmia

singhini said:

Out of curiosity, why don't Santander just notify their customers they intend to close all these types of accounts (similar to what TESCO did with their current accounts back in November 2021)?

Are Santander not allowed to do it? 

I've asked this already... There's nothing stopping them other than "optics". I personally think negative optics are likely to be short-lived on this issue.

Smurrfmo

I am affected by this and called them to register a complaint.  Very cheeky to try to go back on their promise again after 13 years.  I intend to see them off at the FOS if necessary and urge anybody affected to complain, and make sure you get a complaint reference.  There is strength in numbers. 

Lightning360

Emmia said:

singhini said:

Out of curiosity, why don't Santander just notify their customers they intend to close all these types of accounts (similar to what TESCO did with their current accounts back in November 2021)?

Are Santander not allowed to do it? 

I've asked this already... There's nothing stopping them other than "optics". I personally think negative optics are likely to be short-lived on this issue.

I agree. The vast majority of people won't even know about this and of those that do, many won't care. It's funny how everyone complaining has completely failed to answer this question.

hadriansLass

I want a “paper trail” so I’m making my complaint the good old fashioned way with a letter as they don’t provide an email option in their list of ways to complain. 

BlueSunnySky1001

Hi, I suggest we need to do whatever it takes to defeat this extremely sneaky manoeuvre by Santander. I know what I am about to write down here is quite long but I think it is important.

These are the excerpts from a letter which I received and which everyone of us small business owners with free accounts received from them.

We're writing to let you know that we will be converting your account to a business current account - classic from October 2025. we are doing this because we are simplifying our product range. The account type you currently have will no longer be available from that date. 

We are making this change under section e(14) of your business banking general terms and conditions, "making changes". this section allows us to convert your account to another account in our product range if we no longer offer your account type. we are telling you now so you have plenty of time to decide if the business current account- classic is right for you to consider your options.

What do you need to do? Before October 1 2025, you have 3 options. 

--- If you want to accept the changes, you dont need to do anything. you can keep using your account as normal and the changes detailed below will be applied automatically. 

-if you dont want to accept the changes, you can either 

--- close your account and end your agreement with us with no charge. 

--- switch your account to another provider. we are 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

If we haven't heard from you by 1 October 2025, we will assume that you have accepted the changes.

Notice how they are only outlining 3 options and not 4. The complaint option has been left out on purpose.

When I logged into my business account, I also noticed the Chat option doesn't work and there is no secure message option which I understand had been removed some time ago. The only option they have given us is a phone call. How can you make a proper complaint over the phone? The complaint in this case should be a written form of communication, either by email or letter, which in addition to being formal will contain all the relevant information. Since they have not provided an email address to which we can make a complaint, that only leaves one real option. The address which I have googled and found on their website, santander.co.uk/assets/s3fs-public/2018-10/Customer%20Complaints%20Leaflet.pdf  is as follows. 

you can write to us:
Complaints
Santander UK plc
PO Box 1125
Bradford
BD1 9PG

I think we should print the complaint down, sign it and date it and send it to the above address.

I wrote about my circumstances in Chatgpt as to when I opened the account and everything that has happened with Santander since then till date and it came up with the following text.

Subject: Formal Rejection of Account Conversion and Fees — Business Everyday Current Account

Dear Santander Business Banking Complaints Team,

I acknowledge receipt of your letter dated [insert date], informing me of your intention to convert my Business Everyday Current Account to the Business Current Account - Classic from October 2025, with associated fees.

However, I formally reject this change for the following reasons:

1. When I opened this account in 2010, it was explicitly promoted and agreed to be free forever. This condition formed a fundamental part of the agreement between myself and Santander.

2. Your letter states the existing account “will no longer be available” and cites Section E(14) of your terms and conditions to justify the conversion. I dispute that this clause overrides a core contractual promise made at account opening, particularly one guaranteeing free banking.

3. Your attempt in 2012 to introduce fees on this same account type was withdrawn following customer objections and regulatory scrutiny. This sets a precedent affirming the original “free forever” status of this account.

4. I was not consulted nor did I give consent to this change. Simply notifying me of the change does not constitute agreement, especially when fees will be imposed retroactively on a product I was promised would remain free.

5. Under FCA principles, changes that unfairly alter a longstanding customer agreement without explicit consent are unacceptable. This change amounts to an unfair contract variation and breaches the duty to treat customers fairly.

6. Given the above, I require that my Business Everyday Current Account remains free of monthly fees and charges, as originally agreed, and that no forced conversion takes place.

7. Should Santander proceed with this change or impose fees, I will raise a formal complaint with the Financial Ombudsman Service and pursue all available remedies.

I expect a prompt written confirmation that my account terms will remain unchanged and free of fees. Failure to do so will leave me no option but to escalate this matter further.

Yours sincerely,
[Your Full Name]
[Business Name]
[Account Number/Sort Code]
[Email / Phone Number]

Obviously, I will be editing this and even adding/removing things to fit my circumstances and personal situation but I think this is a good start. I think it should be sent by recorded delivery so you have proof of postage. After that, I think it will be worth calling customer services and saying you have sent a complaint by recorded delivery to their complaints department and you are just calling for them to add a note to your account that there is a complaint which you have already sent to them by post. 

Good Luck to Us all and May the Force be with us All. God Bless!

singhini

BlueSunnySky1001 said:

Hi, I suggest we need to do whatever it takes to defeat this extremely sneaky manoeuvre by Santander. I know what I am about to write down here is quite long but I think it is important.

I think it should be sent by recorded delivery so you have proof of postage. After that, I think it will be worth calling customer services and saying you have sent a complaint by recorded delivery to their complaints department and you are just calling for them to add a note to your account that there is a complaint which you have already sent to them by post. 

Good Luck to Us all and May the Force be with us All. God Bless!

Out of curiosity, why do you want to continue to bank with Santander? (who you describe as conducting "sneaky manoeuvres")
Your also going to extra lengths with sending it via recorded delivery and further phone calls.

singhini

Lightning360 said:

Emmia said:

singhini said:

Out of curiosity, why don't Santander just notify their customers they intend to close all these types of accounts (similar to what TESCO did with their current accounts back in November 2021)?

Are Santander not allowed to do it? 

I've asked this already... There's nothing stopping them other than "optics". I personally think negative optics are likely to be short-lived on this issue.

I agree. The vast majority of people won't even know about this and of those that do, many won't care. It's funny how everyone complaining has completely failed to answer this question.

@Lightning360 @Emmia

I thought the MSE moto was "ditch and switch"?
I'm assuming these people are aware other banks offer free business banking: such as Virgin Money, Monzo and Tide (looks like Tide are doing £100 and £200 cash back at the moment

Hey ho, never mind 
Personally i'm gutted these people are complaining (im a Santander Shareholder............. Ive got "double digit" shares.............. Yes that's right "DOUBLE-DIGIT