I didn't know the FOS worked like this...

Wouldn't it have been a lot easier just to tell Santander that you wanted to keep paper statements instead of being a timewaster.?

Really; you contacted the ombudsman over this??

Maybe it was a 'panic moment' for the OP.
I know that sometimes I'd do things differently if I thought first!

Bit of an overreaction ? I would have just ignored it.

The FO said Santander have 8 weeks for final response to me . i can then ask FO for an adjudication , if my complaint is upheld or not costs Santander £500 plus

According to Citizens advice Companies always respond better to a complaint started on your behalf by the FO. Usually the incoming complaint from the FO goes to the companies legal team. They understand to avoid it getting to an adjudication as far as cost to them win or lose and the adjudication result getting into the public domain.

According to Citizens advice Santander may have breached Principle 2 of the DPA.Using and processing my data for an unpermitted purpose ? This could be a reportable
(to the ICO) breach

This is a gross overreaction to nothing. Consulting the Citizens Advice Bureau and the FOS because you received a text from your bank asking if you wanted to continue to receive paper statements. Furthermore, you were asked only to reply with a figure 1 not give out personal details that would be of use to a fraudster.
Stop complaining about nothing and wasting everybody's time including your own. Forget it and get on with your life.

im glad you said this so that i can respond. my text alerts are setup up purely for account balance issues and not for general communications. Texting for other reasons breaches the DPA. How do i recognise whether the text i was not expecting was a genuine text and not ID fraud?

Surely, the point is, that you expected that this text message may not have been from Santander, ie you thought it may be fraudulent.

Once you had contacted the bank to ascertain the staus of the text, and thus found it to be legitimate, then you could have simply mentioned to santander that you thought that there may have been some breach in their policy that may well need rectifying going forward.

If everyone causes the banks grief in the way that you clearly have, by forcing them to pay a £500 charge to the FOS, then guess what? This will surely impact further on the already derisory interest rates that the banks pay.

Thank you for pointing this out. I took advice form the FO and the ICO if they thought it had no merit they would have said so so end of matter for me. This is the first text message I have had in years of being a Santander customer and was surprised to discover they had sent it.
It would have been cheaper and easier to i enclose a request when they send the next statements.

Does your bank regularly send you text messages please ?
and how can you tell if they are genuine please ?

The third parties you mention have help telephone numbers to contact them on for advice. Santander should consider contacting them too for advice

My bank sometimes send me text messages that I'm unsure of. So I call them up and we have a discussion about it, and usually, all is ok. What I don't want to do is to make an MGM production out of something that the bank has actually sent in the first place!

I have a nokia 3410 for texts that's all i need. Santander do not have my email address on my account, they have landline, homes address for letters and my mobile phone number for 3 account balance alerts and for fraud alerts. Not for admin reasons. Also why should I have to pay for the text ?

You dont have to pay for the text, if you don't reply and you either keep the statements at three months or you call into your local branch or call up to change your frequency.

I of course understand your paranoia about texts being sent from people other then the bank, but on this occasion you are just replied with a number, not much use to someone who is not the bank.

I would also review your marketing preferences as I don't want messages sent to me, so I have ticked that box (note I don't like paper or email communication either)

I think to be honest you are making a massive hoo har over something that is trying to reduce the amount of paper.

It is something many banks are doing, when I last logged onto one of my account I was told if I wanted to change to paperless and I ticked accordingly. Some banks give you an incentive if you don't have paper statements.

I am surprised that the FOS have sent a complaint to Santander as they normally ask if you have completed the banks complaint procedure before they help or get involved, and you didnt just go straight to Santander to raise this issue, (which is normal activity for a bank I must add), you have agreed and signed up for balance texts so they were questioning about statements now you have agreed to a partial mobile based service, namely the balance updates.

Westie983

my reply will not be free it says standard SMS charges apply



well how do i know the texts are genuine when I called they were unable to check and assumed it was a Santander text but they could not confirm this..And if i was replying to a fraudster they would know my mobile number is live and active.

My marketing settings are for no contact already
but they offered to send statements monthly but didnts say whether by post or whatever?

[QUOTE=Westie983;74183015 It is something many banks are doing, when I last logged onto one of my account I was told if I wanted to change to paperless and I ticked accordingly. Some banks give you an incentive if you don't have paper statements.
Westie983[/QUOTE] My other bank accounts all send me paper statements.

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Last night i had a call from Santander complaints. Before we discussed my complaint i had to go through security but when I asked the OP to identify in some way that they were a genuine it became difficult and the OP could not see the irony in this.


As the conversation went on it got to the stage that I said to the OP that i have lost confidence in you and unhappy with how you are handling this. The Op said they would send me a final response I said I want your supervisor or manager to call me and the OP refused to do this and said take it up with the FO. So last night I emailed the CEO of Santander (google ceo email) with my concerns.


By then it was past 5 pm so first thing today I contacted the complaints team we agreed to listen to the call with the previous OP. We set milestones for them to contact me and although he said a few days I said make it a week today.


Now my complaint included the Santander OP


However ten minutes later he called me back and said that the CEO complaints team had taken over the case. And they will be in touch.


About ten minutes later i received an email from them and ironically there was a pdf attached titled Talk to us about your complaint.pdf.


It says "Following our response to you If you don’t agree with our response after we’ve investigated your complaint, you can choose to come back to us using any of the contact routes above.", which ironic considering the OP I was complaining about LOL.


I will wait and see and I hope they listen to the call.


I decided to Contact The FO and I was told that I cannot make a seperate complaint about how case is handled but I can ask the FO to request the recording and they listen and include it in an adjudication.








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Mchambers - is that you?

Whoever it is there are some serious issues going on