www.iva.co.uk

I was fortunate enough to have my IVA accepted for F&F last year (Apr11).

I checked my statutory credit file last September to check that everything was ok and the companies had updated their records accordingly.
Santander kept sending me letters from their collections dept (for an old Cahoot loan) so I spoke to them on the phone and was assured that they would update the records accordingly. I also wrote to them and sent a copy of the certificate.

However, last week I got another letter and I rechecked a report online which is showing that Santander keep applying a default to the account. After speaking to them again, the bloke got all arsey telling me that I would have to go into my local branch to get a change of address (moved since IVA started) and then tried to be clever and kept trying to get me to say that the amount was still outstanding and would I admit to that. I explained that I had gone through a legal process and that I would send them the certificate again (which he didn't want but I have re-sent it with the original letter I sent last September/October). He said they will look into it. I personally don't think this is good enough and I can't understand why they can't do what everyone else has done and simply update the records accordingly.

My Q is basically this-If they refuse to update the records accordingly, what is my best course of action?

I wouldn't do anything in branch now - I would write to the data controller at Santander, enclosing a copy of the completion letter and request they correct the information.

Have you sent the letter to the data controller? If not then that's what you need to do and give them 28 days to sort it out otherwise you will escalte the complaint.

I'm afraid Santander are noted for very poor customer service.

Thanks for the replies on this. I will indeed send another copy of the completion certificate to the data controller.
However, I can't see how a company can be allowed to get away with not updating the information properly. Surely they have rules that they have to adhere to?


Will it help to send the certificate to the credit reference companies as well?

If the default date is incorrect on your credit record then raise a dispute through them. The CRAs have a duty to ensure that the records they hold are accurate. It worked for me when Nationwide wouldn't update it.

Also send a copy to the data controller and if you have no luck go through the complaints process. You can ten either omplain to the financial ombudsman or ICO

Robolots - i dont think is a case of "getting away with it" - Santander is a massive company (some would say - poor customer services)with multiple data bases - which dont communicate with each other.

As other have said you have to by pass customer services and go straight to data controller

The complaints department is a good place to send the letter too. They have 28 days to resolve your complaint and all banks are required to publish their complaints and resolution statistics - they get a ticking off if they don't meet targets!!

The complaints department is a good place to send the letter too. They have 28 days to resolve your complaint and all banks are required to publish their complaints and resolution statistics - they get a ticking off if they don't meet targets!!

Santander has been fined £1.5 million by watchdog today.[:D]