My father’s stroke earlier this year left him bedbound, requiring round-the-clock care. However, his online payments from his Santander account were unexpectedly blocked. To resolve this, he was instructed to contact the helpline and answer security questions.
Unfortunately, when he couldn’t recall a recent transaction, his account was locked, and he was informed that he would need to visit a branch to verify his identity. Despite explaining his situation, the agent showed no interest.
Upon visiting the branch, we were informed that they were unable to assist and directed us back to the helpline, which once again confirmed that a branch visit was the only solution. They rejected our suggestions of having his solicitor verify him, arranging a video call, or having bank staff come to his home.
As a result, we will have to arrange a private ambulance and a carer, incurring a cost of £395. Since a nurse assessment concluded that a wheelchair would be too risky, we will need to transport him on a hospital trolley through the pedestrian precinct to reach the bank.
Unfortunately, he is unable to access funds for his care fees or even purchase his dog’s food.
DK, Chichester, West Sussex
Initially, I found it hard to believe what I was reading. I requested a quote for the ambulance hire to confirm the details. It turns out I was right. Santander expected your father, who requires constant care, to travel five miles to the nearest branch and present himself on a stretcher just to verify his identity.
To be clear, the bank had legitimately frozen his account due to suspicious activity. When customers attempt large payments to unfamiliar recipients, banks are obligated to block and investigate these transactions to protect against scams. Banks face consequences if they fail to prevent fraud, and branch visits may be necessary to ensure the legitimacy of a payment.
However, with the closure of branches, accessibility becomes an issue, particularly for customers who are physically unable to travel. Banks must strike a balance between protecting customers and meeting their needs. Vulnerable customers should receive personalized support.
My initial question was whether you held lasting power of attorney (LPA) for your father to manage his account. Fortunately, you do have the authority. However, it seems that the requirement to register the LPA individually with different organizations was not mentioned during your conversations with Santander’s agents.
The bank acknowledges that your father should have been offered another phone call to verify his identity, and in certain cases, staff can make home visits. It appears that the agents you dealt with were unaware of these options.
The situation was eventually resolved when you registered the LPA, although it took an additional two weeks for online banking to be fully restored.
Santander states: “A temporary block was placed on this account due to concerns about suspicious activity, and subsequent phone calls failed to fully confirm the customer’s identity. There were delays in removing the block, and alternative options should have been offered.
We acknowledge that we didn’t find the right balance between fraud prevention and providing a tailored solution based on the customer’s specific circumstances quickly enough. We sincerely apologize for the inconvenience. We have various support options available for customers, which can be customized to their needs, and we will remind our teams about these options.”
As compensation for the inconvenience caused, your father has been offered £750.
The Financial Conduct Authority, the banking regulator, confirms that under its new consumer duty rules, firms must be flexible in responding to the needs of vulnerable customers without compromising safeguards.
According to the campaign group Fairer Finance, banks often struggle to strike the right balance, considering the potential financial losses if an account is defrauded.
“Large organizations often rely on rigid systems and a ‘computer says no’ approach,” says James Daley, the managing director of Fairer Finance.
Customers with additional needs, or their representatives, should ensure that their bank registers them as vulnerable to ensure fair treatment.
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I own a five-year-old GoPro camera, purchased from a colleague without proof of purchase. The bracket securing it to my bike’s handlebar broke, and I couldn’t find a replacement on the GoPro website. I contacted customer service and within 30 minutes, a helpful representative asked me to email a photo of the broken part. They agreed to send me two replacements free of charge. I received them a few days later. Exceptional service.
KM, Tadley, Hampshire
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