Santander free forever bank account changes

RichardStevensons

In dealing with the FOS I have submitted, as part of my complaint, the following:

I submitted my complaint to Santander on 14 July 2025. It was acknowledged on 20 July, and a final response was dated just two days later on 22 July. However, I did not receive that letter until 7 August - over two weeks after the response was issued.

This raises serious procedural concerns:

-          Timing: The two-day window between acknowledgement and issuing the final response suggests no meaningful investigation took place. It appears dismissive and possibly pre-determined.

-          Delay: The letter arriving 16 days after the complaint was closed (with no explanation) gives the impression that Santander either deliberately delayed communication or acted with disregard for transparency.

Under FCA DISP 1.4.1, complaints must be handled fairly, promptly, and impartially.

Santander’s conduct appears to breach all three principles and the Ombudsman should also determine if their handling of the complaint breached FCA complaint-handling rules.

amyfairweather

Indeed, I sent my complaint by recorded delivery, but thanks to the incompetence of Royal Mail, it was only tracked as far as the local sorting office at the end of July.

I believe Santander opened the letter 4 working days after that and sent their final response - which was just a generic cut & paste - the following day.

The reason I believe it was 4 days later (with response on the fifth working day) is that in a subsequent complaint about the handling (or lack of) the original complaint, the second complaints investigator gave the date of the original complaint as one day prior to me receiving their final response.

So yes, none of these complaints have been investigated at all.  They've seen them all as 'free forever' complaints, and told everyone to send out 'that' response.  None of the points raised in my correspondence have been answered.

RichardStevensons

And that is also the case in my dealings with the press and Parliament.  Every response is cut and paste.... every, single, one.  None of the points are addressed, just the same hyperbole repeated and repeated.

born_again

RichardStevensons said:

In dealing with the FOS I have submitted, as part of my complaint, the following:

I submitted my complaint to Santander on 14 July 2025. It was acknowledged on 20 July, and a final response was dated just two days later on 22 July. However, I did not receive that letter until 7 August - over two weeks after the response was issued.

This raises serious procedural concerns:

-          Timing: The two-day window between acknowledgement and issuing the final response suggests no meaningful investigation took place. It appears dismissive and possibly pre-determined.

-          Delay: The letter arriving 16 days after the complaint was closed (with no explanation) gives the impression that Santander either deliberately delayed communication or acted with disregard for transparency.

Under FCA DISP 1.4.1, complaints must be handled fairly, promptly, and impartially.

Santander’s conduct appears to breach all three principles and the Ombudsman should also determine if their handling of the complaint breached FCA complaint-handling rules.

Given the number of complaints on this subject, they will have a standard rejection letter. They will not need to investigate each complaint on the same matter.
Delay will be every letter has to be checked by someone else to ensure compliant. That then goes to mail room (only work 5 days, not weekends) who will print letter off to go to be posted. Which is they are just sacked up awaiting RM to come & pick up. They are then in the hands of RM to sort out & deliver. We all know how good RM are at delivery... 

Do not work for Santander or a fan boy. This is just how the process goes in banking. 

boingy

amyfairweather said:

@Section62, they’ve also just re-signed Ant and Dec for their adverts so clearly are not short of a bob or £9.99

"We promise And and Dec forever".
Actually, it already feels like that.

RichardStevensons

born_again said:

Given the number of complaints on this subject, they will have a standard rejection letter. They will not need to investigate each complaint on the same matter.

But sending out a one-size-fits all response means that they aren't treating each complaint individually.  My complaint had more information than covered in their response, as did my MP's, as did press articles.  Santander are failing to address the complaints and firing out hyperbole hoping it will do. 

In my case, I would say their response has covered one part of around seven in my complaint.  When does the rest get dealt with? 

gunjin

Has the FOS responded in any meaningful way to anyone? My referral to them last month was acknowledged and they requested a bit more info but otherwise have not responded.

Futuristic

gunjin said:

Has the FOS responded in any meaningful way to anyone? My referral to them last month was acknowledged and they requested a bit more info but otherwise have not responded.

This is normal, it can take several months.

eskbanker

RichardStevensons said:

None of the points are addressed, just the same hyperbole repeated and repeated.

RichardStevensons said:
Santander are failing to address the complaints and firing out hyperbole hoping it will do.

Out of curiosity, what's hyperbolic about their responses?

GeoffTF

RichardStevensons said:

born_again said:

Given the number of complaints on this subject, they will have a standard rejection letter. They will not need to investigate each complaint on the same matter.

In my case, I would say their response has covered one part of around seven in my complaint.  When does the rest get dealt with? 

I know nothing about FOS processes. Out of curiosity, I asked Google:

"The Financial Ombudsman has established casework processes to deal with large numbers of
complaints about similar issues. It can scale up its operations to deal with a significant
and sustained spike in complaints about a particular type of product. However, the
Financial Ombudsman must still consider each complaint individually. This is consistent
with its duty under FSMA to resolve complaints based on what it thinks is fair and
reasonable in all the circumstances of the case."

https://www.fca.org.uk/publication/call-for-input/call-for-input-modernising-redress-system.pdf

The FOS has to consider your complaint individually, and take your circumstances into account. If you have provided evidence that the extra charges will push you into bankruptcy, for example, that might be taken into account.