Santander free forever bank account changes

Beetle63

gt94sss2 said:

Beetle63 said:

The person will not provide a screenshot of the correspondence with the financial ombudsman to back up his statement.
Out of all the hundreds if not thousands of complaints sent to the ombudsman regarding this, he seems to be the only person that has got a reply when many people are still waiting for someone to be assigned to their complaints.
The ombudsman never makes a decision this quickly as they take their time to get the facts from all parties.

It's clear from the post in question, that it is not an Ombudsman decision - and doesn't claim to be - but the view of an initial complaint handler.

The quality of these are variable and we have seen previous cases where their views differ from each other regarding the same issue. 

Only when an Ombudsman rules will you have a more formal ruling 

Yes I agree but on the Facebook group mentioned, the person is basically saying that this is the ombudsman decision as though he is trying to influence people to give up their fight. All very suspicious, but something I have seen before 

Carpetbeetle999

For what it's worth, I think I was one of the first to complain to the ombudsman in mid July and although I've had a couple of responses back saying they were still going through the details etc I haven't heard anything with regards to a final decision. Just saying. 

Beetle63

Carpetbeetle999 said:

For what it's worth, I think I was one of the first to complain to the ombudsman in mid July and although I've had a couple of responses back saying they were still going through the details etc I haven't heard anything with regards to a final decision. Just saying. 

The same applies to alot of other people on the facebook group who are still waiting to be assigned someone that’s why there’s a lot of suspicion about the post being genuine and talk that’s it’s someone that’s affiliated with Santander. It’s quite entertaining reading the comments on there!

amyfairweather

I was very sceptical at first that this was another 'Santander fanboy', but there does appear to be a matching genuine business.

For my money, the first FOS response posted is not a hoax.  That is what a junior investigator has provided as a response.

The complaint does though need to be sent up to an actual ombudsman and not left with that half-hearted investigator.

If anything, it's that investigator who is the 'fanboy' as the response reads like an A-Z of Santander's whole strategy since July.  I mean, there are so many bingo lines you can tick off in that response from "the business banking landscape had changed significantly over the years" to "there was reason to suspect that one day the benefit of fee-free banking may end" and "It doesn’t strike me as unfair that the bank wishes to ensure a more equitable distribution of fees across its customer base".

Lightning360

Can I ask what people are going to do if the ombudsman rules in Santander's favour. So many are determined to believe that Santander has done wrong and the ombudsman will agree, without thinking of the alternative. 

amyfairweather

Lightning360 said:

Can I ask what people are going to do if the ombudsman rules in Santander's favour. So many are determined to believe that Santander has done wrong and the ombudsman will agree, without thinking of the alternative. 

For me, and I know a few others here, it’s the small claims court.

born_again

amyfairweather said:

I was very sceptical at first that this was another 'Santander fanboy', but there does appear to be a matching genuine business.

For my money, the first FOS response posted is not a hoax.  That is what a junior investigator has provided as a response.

The complaint does though need to be sent up to an actual ombudsman and not left with that half-hearted investigator.

If anything, it's that investigator who is the 'fanboy' as the response reads like an A-Z of Santander's whole strategy since July.  I mean, there are so many bingo lines you can tick off in that response from "the business banking landscape had changed significantly over the years" to "there was reason to suspect that one day the benefit of fee-free banking may end" and "It doesn’t strike me as unfair that the bank wishes to ensure a more equitable distribution of fees across its customer base".

A investigator would not endanger their job, by giving a "Fanboy" outcome. 

A complaint does not need to go to a actual ombudsman if you are happy with the investigators reply.

Always funny when someone not giving a positive reply is a fanboy, just like when replying to complaints about retailers. You must work for the company.🤷‍♀️🤦‍♀️🤣

People have different opinions & are entitled to them on public forums.

GeoffTF

born_again said:

amyfairweather said:

I was very sceptical at first that this was another 'Santander fanboy', but there does appear to be a matching genuine business.

For my money, the first FOS response posted is not a hoax.  That is what a junior investigator has provided as a response.

The complaint does though need to be sent up to an actual ombudsman and not left with that half-hearted investigator.

If anything, it's that investigator who is the 'fanboy' as the response reads like an A-Z of Santander's whole strategy since July.  I mean, there are so many bingo lines you can tick off in that response from "the business banking landscape had changed significantly over the years" to "there was reason to suspect that one day the benefit of fee-free banking may end" and "It doesn’t strike me as unfair that the bank wishes to ensure a more equitable distribution of fees across its customer base".

A investigator would not endanger their job, by giving a "Fanboy" outcome. 

We know that the FOS has casework processes for dealing with a large number of complaints about the same thing. It is unlikely that those processes involve individual caseworkers sending out decisions without an initial consensus having been reached. That consensus will not be a final decision, however, because further evidence may come to light.

amyfairweather

born_again said:

amyfairweather said:

I was very sceptical at first that this was another 'Santander fanboy', but there does appear to be a matching genuine business.

For my money, the first FOS response posted is not a hoax.  That is what a junior investigator has provided as a response.

The complaint does though need to be sent up to an actual ombudsman and not left with that half-hearted investigator.

If anything, it's that investigator who is the 'fanboy' as the response reads like an A-Z of Santander's whole strategy since July.  I mean, there are so many bingo lines you can tick off in that response from "the business banking landscape had changed significantly over the years" to "there was reason to suspect that one day the benefit of fee-free banking may end" and "It doesn’t strike me as unfair that the bank wishes to ensure a more equitable distribution of fees across its customer base".

A investigator would not endanger their job, by giving a "Fanboy" outcome.

Then why would they suggest that "there was reason to suspect that one day the benefit of fee-free banking may end"?

Why would there be reason to suspect that when the accounts were advertised as 'no ifs, no buts, free business banking forever'?

Why do they go on to suggest that "It doesn’t strike me as unfair that the bank wishes to ensure a more equitable distribution of fees across its customer base" whilst, at the same time, totally ignoring the 'free forever' advertising?

"Free forever" was, and remains, the entire raison d'etre of these accounts in many cases.

ElDickster

Hi all. Sorry to say I've given up on Santander. I put in my complaint in July (which they decided was only 'dissatisfaction' so ignored), complained again, wrote to my MP (who was very helpful, btw), passed it to the ombudsman in late August (who are still sitting on it) and quite honestly spent way too much time that I don't have on this. I've come to the conclusion that even if we/you are successful and get the promised free banking back, I can not trust Santander. I put up with their lack of service for twenty years, because, hey, it was free, but no more. I've closed the account and opened one with another bank. I don't expect too much from this, but at least they haven't made any rash promises. Although I do get a free coffee every month for a year, which is nice.

I really wish you all the best of luck with this, but I'd had enough. I'll keep an eye on this thread and really hope you win. Thanks also for all the info. It was good to know others were in the same boat. Of course, I won't be using Santander ever again.