If you’re a Santander banker affected by an issue with their internet or mobile banking, we explain what to do – and whether you’ll be compensated due.
It came as a customer of Santander struggling to get into their account this morning when mobile banking and internet services went down.
This means hundreds of customers are unable to use apps or online and mobile banking to pay and view their balances.
Here’s what you need to know about how to check if Santander has a problem and if you’re eligible for outage compensation:
How to check if Santander is down?
Santander has a dedicated page on its website which indicates if any services are affected, including mobile, online and phone banking and card payments.
The bank also regularly updates its social media channels, so Facebook and Twitter are worth checking out for live updates.
You can also check out sites like DownDetector, which will let you know if other people are having issues with a particular company online.
Can you claim for a power outage?
Unlike telcos, banks don’t have a fixed compensation scheme for service interruptions, although depending on how much of an impact it is, you may be able to get some refunds.
You should gather evidence of your problems so that you can make a formal complaint directly to Santander.
Try to document when you can’t access the website or app, plus any resulting costs.
If your credit rating is affected by a service outage, for example because you received a late payment fee after being unable to make a transaction, you should also keep a record. about this.
If you have spoken to anyone to try to solve the problem, write down their name and when you spoke to them, as well as roughly what you discussed and what they recommend you do. .
You can find out more details about how complain to Santander on its website.
If you were affected by the May 15 outage, Santander said it will share more details on how to receive compensation on May 17.
What to do if you can’t access your money
If you can’t access your money and you need it urgently, here’s what to do:
- Visit your local branch as soon as possible.
- If you can’t get there or the bank is closed, call your bank and ask for instructions on what to do.
- If your bank’s phone service is also down or busy, try contacting your bank on social media to ask what to do. But remember: never share your account details over social media.
- Try to do this on the day the problem arose so you can show you’ve done your best to resolve the issue.
- If you still cannot access your funds, start gathering evidence to make a claim.
What if Santander refuses to pay me?
If you are not satisfied with the way your bank has resolved your issue, you can contact Financial Inspection Service (FOS).
This is an independent body that will review the evidence you present and make a fair decision on what action the bank should take.
NS FOS can usually join 15 days after you raise your concern with the bank.
In the event of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lose results.
If it thinks you have done so, it has the right to ask the bank to refund any fees, charges or penalties you have incurred, for example if you are unable to pay your credit card bill. use or to your mortgage servicer.
It can also ask the bank to pay you any money you don’t receive, such as interest, if you are unable to pay.
If your credit score is affected, it may require your bank to correct your credit record.
FOS may also ask your bank to reimburse you for any additional costs you must make, such as phone calls or trips to your local branch, as well as a payment for any inconvenience it causes.
Santander also discontinued in August, making it difficult for thousands of customers to access their accounts.
In July, Santander announced it plans to cut the current account’s cashback rate and increase the fee by up to £12 a year.
Santander has more than 14.4 million customers in the UK.
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