Santander free forever bank account changes

ice70

I got the chat to work -  it required various disabled tracking to be enabled once more.

Lodged a complaint about the introduction of fees on my free forever account and also requested a reference number for the complaint. This is the response:
=====================
We understand this may be very disappointing news for you, but we will not be opening or upholding any complaint in these circumstances as these changes are necessary to ensure the sustainability of our business products and the longevity of our business as a whole. Your comments and dissatisfaction about this are still being passed to the team concerned, but we can only reiterate that our general terms & conditions (Section E, 14) allow us to migrate your account to a different product, but we must provide at least 2 months notice before we do. We’ve sent a letter to all impacted customers, alongside an email where possible.These changes would not fall into scope for a complaint as we have given more than the recommended notice period for this to allow plenty of time for you to consider and act upon what is best for you and your business going forward and to avoid any financial disadvantages.I've loaded your dissatisfaction and your reference is xxxx
=====================

Guess its off to financial-ombudsman [org.uk]

Anyone any suggestions on how to raise an effective complaint?

noitsnotme

Looks like they've made a judgement call and calculated that the amount they will have to pay out in respect of FOS complaints offset against how much they will save by closing the free banking accounts, is worth taking the risk of proceeding.

As mentioned above, I don't know why people are wasting energy over this when there are other (better?) free banking options out there.

janusdesign

chevrons2 said:

Although the numbers of affected account holders are likely to be less than 230,000 this time, I hope MSE will get involved again, so that Santander are again forced to adhere to the FSO rulings.

I would have thought far far less than 230,000 - we've had Covid and at least one other recession since 2012 - so surely down to five figures now, possibly even low five figures (i'm talking those with the free Abbey National accounts).

BlueSunnySky1001 said:

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

for me, the chat options works on the business account site - so you may want to check any blocking / filter apps in place.
when you type in complaint, it suggests that you visit the link below...
https://www.santander.co.uk/personal/support/customer-support/how-to-complain
note: I know this suggests its for the personal site, but this was the link given on the business chat by Sandi.
two things to note on that page...

1. it suggests.. "Log on to Mobile or Online Banking and use ‘Chat with us’ and type ‘speak to complaints’" - I can't see any chat option in the android Santander business app, but I assume that would work when using Sandi online (though I appreciate you can't currently use that option!).
2. the postal address it gives is... "Complaints, Santander UK plc, Sunderland, SR43 4GD" - i'm not stating that your address is wrong and/or that the above is correct - I merely mention it for reference.

my inclination is to just move on... the Santander service isn't worth paying £120 a year for... so I may open account(s) elsewhere and then at some point before October use CASS to switch the account over - I didn't know that payments to the old account get redirected to the new account for 3 years.
i've read bad reviews for Starling's business account service, so possibly looking at Virgin Money (though not ideal that the brand is being removed/absorbed in the next six years) or Monzo.

Section62

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.

Answer which question?

Lightning360

ice70 said:

 we can only reiterate that our general terms & conditions (Section E, 14) allow us to migrate your account to a different product, but we must provide at least 2 months notice before we do. We’ve sent a letter to all impacted customers, alongside an email where possible.

These changes would not fall into scope for a complaint as we have given more than the recommended notice period for this to allow plenty of time for you to consider and act upon what is best for you and your business going forward and to avoid any financial disadvantages.

So any thoughts on this or are people going to continue to ignore the fact that their aren't adding fees to the product, but essentially closing the product and transferring you to a different one?

BlueSunnySky1001

janusdesign said:

chevrons2 said:

Although the numbers of affected account holders are likely to be less than 230,000 this time, I hope MSE will get involved again, so that Santander are again forced to adhere to the FSO rulings.

I would have thought far far less than 230,000 - we've had Covid and at least one other recession since 2012 - so surely down to five figures now, possibly even low five figures (i'm talking those with the free Abbey National accounts).

BlueSunnySky1001 said:

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

for me, the chat options works on the business account site - so you may want to check any blocking / filter apps in place.
when you type in complaint, it suggests that you visit the link below...
santander.co.uk/personal/support/customer-support/how-to-complain
note: I know this suggests its for the personal site, but this was the link given on the business chat by Sandi.
two things to note on that page...

1. it suggests.. "Log on to Mobile or Online Banking and use ‘Chat with us’ and type ‘speak to complaints’" - I can't see any chat option in the android Santander business app, but I assume that would work when using Sandi online (though I appreciate you can't currently use that option!).
2. the postal address it gives is... "Complaints, Santander UK plc, Sunderland, SR43 4GD" - i'm not stating that your address is wrong and/or that the above is correct - I merely mention it for reference.

my inclination is to just move on... the Santander service isn't worth paying £120 a year for... so I may open account(s) elsewhere and then at some point before October use CASS to switch the account over - I didn't know that payments to the old account get redirected to the new account for 3 years.
i've read bad reviews for Starling's business account service, so possibly looking at Virgin Money (though not ideal that the brand is being removed/absorbed in the next six years) or Monzo.

Hi, Yeah, I will check and see if the chat option works by disabling/checking any ad blockers or pop up blockers or other conflicting apps etc. Will also check both addresses but if there is some confusion, I will just send it to both addresses and will mention that in the letter too.

But well worth a shot doing whatever it takes to see to it that the free forever option that we took with both hands back in the good old days does not leave us and that they respect that it was grandfathered in and should be honoured throughout our lifetime. 

Any other free banking options offered by other banks can always be upgraded to paid options in the future as none of them are going to be offered on a 'free forever' basis. So this is absolutely worth fighting for, I reckon.

BlueSunnySky1001

Lightning360 said:

ice70 said:

 we can only reiterate that our general terms & conditions (Section E, 14) allow us to migrate your account to a different product, but we must provide at least 2 months notice before we do. We’ve sent a letter to all impacted customers, alongside an email where possible.

These changes would not fall into scope for a complaint as we have given more than the recommended notice period for this to allow plenty of time for you to consider and act upon what is best for you and your business going forward and to avoid any financial disadvantages.

So any thoughts on this or are people going to continue to ignore the fact that their aren't adding fees to the product, but essentially closing the product and transferring you to a different one?

They are adding 9.99 GBP per month to their fees. Thing is they can transfer us to any reasonable current account product they want but it has to be free forever because that is the deal we got. This is about them fleecing 120 pounds off us a year for their shareholders and their stock prices, nothing else. 

Lightning360

So what about section E they mention?

Larson1012001

Yes, I have to agree its pretty poor by Santander, and they should honour their commitment.  If they can run current accounts for free, then I am sure they can allow these business accounts to exist.  I can only guess that there were some 230,000 accounts back when they tried this before, and that the number has dropped with people moving, businesses closing etc, which is why they believe its worth going again.

They may be doing it just to run the number down, with some people simply moving because they cannot be bothered with the fight, as that will run the number of accounts down further.

I would advise everyone to lodge a formal complaint and be prepared to take it further, as it has worked before, and hopefully the will reconsider this move.

BlueSunnySky1001

singhini said:

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.

Because we got a free forever business account which I don't think any other bank offers. We got something that was grandfathered in and that should not be cast aside. Whatever other business accounts are currently being offered by other banks that are free at the moment, could very well carry monthly fees after a certain point. They are just free for a limited time. But this is free forever and they are trying to renege on it so they can fleece 120 pounds a year from us for their shareholders and stock prices. So it is worth fighting for something that was given to us for free forever and ever and ever........without ever paying a fee for it and which should be active as long as Santander offers business current accounts to their customers. 

This is about the monthly fee, none of us is likely to care what kind of current account we are offered as long as it has all the usual stuff which any reasonable small business owner wants and is FREE FOREVER.