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| A big thank you from us to you Read this email online A big thank you from us to you This email is intended for Mrs Myers, 5PY You’ve been entered into our £100,000 prize draw You’ve been entered into our £100,000 prize draw Mervelee We know this year has been particularly challenging for many, so what better way to finish the year than with £100,000 in your pocket just in time for Christmas. At Santander we’ve got a history of helping our customers make the most of their money, with our current accounts that give cashback. We’re now taking that one step further by giving you the chance to win £100,000. Our way of saying thank you for banking with us. The great news is you’re already entered into the draw and don’t need to do anything. Entry is open to tax residents of the United Kingdom who are new or existing Santander customers, and aged 18 years or older. This excludes all Santander UK employees and anyone associated with the draw. To see the full details and opt out information, read the terms and conditions The winner will be drawn at random by the 15 December. Good luck. our content and send emails of interest to you. Your security is our priority So you know that an email is genuinely from us, we’ll: address it to you personally include the last 4 digits of your account or card number, or the last 3 characters of your postcode only include links that take you to information pages never ask for your personal information, such as passwords or security details. If you get an email that’s suspicious or doesn’t follow the rules above then please forward it to phishing@santander.co.uk Protect yourself against fraud and scams Never share a Santander One Time Passcode (OTP) with another person, not even a Santander employee. Never download software or let anyone remotely log on to your computer or other devices following or during a cold call. Never enter your Online Banking or bank card details after clicking on a link in an email or text message. If you’re ever asked to do any of these, refuse and contact us immediately. For more information about fraud and scams, visit our fraud and security support page. Information correct as at 22 October 2023 This message was sent to you as a Santander customer. We only send marketing messages if you’ve not objected to receiving them at present. If you’d prefer not to receive marketing-based offers and information from us by email, please click here to unsubscribe. You can review and change all your marketing preferences at any time by logging on to Online Banking and going to ‘My Details and Settings’. Alternatively, visit your local branch. If you opt out of marketing we’ll still communicate important information about your account e.g. rate changes. To help us improve the emails we send you, we collect information such as when they are opened and what you clicked on. If you don’t want us to track any future emails you receive from us you can choose not to open them. For more information please read our cookie policy. Please don’t reply to this email. It has been sent from an email address that doesn’t accept incoming emails. Our contact details are available on our website www.santander.co.uk. Santander UK plc. Registered Office: 2 Triton Square, Regent’s Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks. Identifier:SER_CUR_0111231022_PR-3520 Concat:M02520M02521 |
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Refer
My father had a stroke earlier this year and is bedbound and needs 24-hour care. Last month, two online payments from his Santander account were blocked. He was told to call the helpline and asked various security questions.
When he was unable to name a recent transaction, his account was locked and he was told he would have to go into the branch for his identity to be verified. He explained his situation but the agent was uninterested.
Staff at the branch told me their hands were tied and referred me back to the helpline, which, again, confirmed a branch visit was the only solution. It refused our suggestions that his solicitor verify him, that a video call be set up, or that bank staff visit his home.
I will therefore have to book a private ambulance and a carer, which will cost £395. A nurse assessment concluded a wheelchair would be too risky, so we will have to wheel him on a hospital trolley through the pedestrian precinct to the bank.
He is unable to access money to pay his care fees, or even buy his dog’s food.
DK, Chichester, West Sussex
I couldn’t quite believe what I was reading at first. I asked you to send me the quote for the ambulance hire to be sure I’d got the facts straight. I had. Santander expected your father to travel five miles to his nearest branch and present himself on a stretcher so they could check he was who he said he was.
To be clear, the bank had frozen his account legitimately. He was attempting two very large payments to new recipients and banks are expected to block and query transactions that seem out of character to protect customers from scams. Banks are held accountable if they fail to prevent fraud, and branch visits may be required to satisfy staff that a payment is genuine.
However, branch closures make them ever more inaccessible, and some customers are physically unable to make the journey. Banks therefore have to balance customer protection with customer need, and vulnerable customers should receive customised support.
My first question to you was whether you held lasting power of attorney (LPA) for your father and so could manage the account on his behalf. You do, and you say you had repeatedly mentioned this to bank staff, but were unaware that the LPA documents have to be registered individually with individual organisations. This process was never mentioned in your conversations with five different Santander agents.
The bank admits your father should have been offered another phone call to verify his identity and that, in some cases, staff can make visits to the customer’s home. It told me that a specialist support team and internal hub were available to employees to help with more complex cases. The agents who dealt with you don’t seem to have availed themselves of either.
The impasse was resolved when you registered your LPA, although it took another two weeks before online banking was fully restored.
Santander says: “A temporary block was placed on this account, as concerns were logged about unusual account activity, and in subsequent phone calls the customer’s identity couldn’t be fully confirmed. There were delays in getting this removed and alternative options should have been offered.
“We recognise we did not get the right balance between fraud prevention and tailoring a solution to the customer’s specific circumstances quickly enough, and we sincerely apologise. We have a range of support options in place for customers which we can tailor to their specific needs, and we will be reminding our teams about these.”
Your father has been offered £750 for the “inconvenience”.
The Financial Conduct Authority, the banking regulator, told me that under its new consumer duty rules, firms must respond flexibly to the needs of vulnerable customers without undermining safeguards.
According to the campaign group Fairer Finance, banks often struggle with this balancing act, mindful of the large payouts they face if they allow an account to be defrauded.
“Large organisations often rely on rigid systems and a ‘computer says no’ approach,” says its managing director, James Daley.
Customers with additional needs, or their representatives, should ensure that their bank register them as vulnerable to help ensure they are treated fairly.
Snapshot of GoPro’s stellar service…
I own a five-year-old GoPro camera, bought from a colleague who received it as a gift and never had proof of purchase. The bracket holding it to my bike’s handlebar broke, and I couldn’t find a replacement on the GoPro website, so asked for a callback. Within 30 minutes, a very helpful person asked me to email a photo of the broken part and agreed to send me, completely free, two replacements. These arrived a few days later. Stellar service.
KM, Tadley, Hampshire
Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions
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| We have received your application for criminal injuries compensation Do not reply to this email. Your reference number is 23\733651. What happens next? We will: ask the police for evidenceask for medical information if requiredask you for more information if we need itmake a decisionsend our decision letter by post We aim to make a decision within 12 months, but it can take longer. We may have to wait until there’s enough information about your injuries and recovery. Read our Customer Charter at https://www.gov.uk/government/organisations/criminal-injuries-compensation-authority/about-our-services. Changes and updates to information in your application If any information in your application changes, you need to contact us immediately to let us know. This may include where: your contact or personal details changeyou stop using or change representativeyou receive or are entitled to compensation or money from another source in relation to the incidentyou have new information to add to your applicationinformation you provided previously has changed You should tell us about any changes and updates using the Contacting CICA page on our website at https://contact-the-cica.form.service.justice.gov.uk/. Contacting us We will now carry out necessary initial enquiries. Unless you’ve anything new to add or update in the application, we kindly ask that you wait for us to contact you. Different ways you can contact CICA Telephone: 0300 003 3601 Outside the UK: +44 (0) 203 684 2517 Relay UK: https://www.relayuk.bt.com: (if you cannot hear or speak on the phone) 18001 0300 003 3601 Opening times Monday, Tuesday, Thursday and Friday: 8.30am to 5pm Wednesday: 8.30am to 3pm Find out about call charges at https://www.gov.uk/call-charges. We will not always send an acknowledgement if you: email uswrite to ussend us documents Help us improve this service If you have not done so already, you can complete a short survey to help us improve this service. It does not ask you for any details about your case and has no effect on your application. Complete the survey at https://www.surveymonkey.com/r/Privatebetafeedback | ||
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| Your passport has been cancelled – it cannot be used MERVELEE MYERS, Your passport has been cancelled. Your reference number is L8013340. You can now apply for a new passport online at https://www.gov.uk/renew-adult-passport/replace Information about passports that have been cancelled following a report of loss or theft are shared with the National Crime Agency to record the loss or theft on Interpol’s stolen and lost travel document database. If you later find this passport, you must not attempt to use it for travel as you will be stopped by border authorities. Instead, it should be immediately returned to us for destruction at the following address: Freepost HM Passport Office Please do not reply to this email – it’s an automatic message from an unmonitored account. Find out how to contact us at: https://www.passport.service.gov.uk/help His Majesty’s Passport Office | ||
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| You have reported your stolen passport ARNOLD TOMLINSON, We have received your request to cancel a stolen passport. If we need any more information from you, we’ll call you on the phone number that you gave us. This call will come from a 0300 telephone number. Once the passport is cancelled we’ll send you a reference number. Information about passports that have been cancelled following a report of loss or theft are shared with the National Crime Agency to record the loss or theft on Interpol’s stolen and lost travel document database. If a passport recorded as lost or stolen is later found, the holder must not attempt to use it for travel: they will be stopped by border authorities. If your passport is found after it has been cancelled, it should be immediately returned to us for destruction at the following address: Freepost HM Passport Office Please do not reply to this email – it’s an automatic message from an unmonitored account. Find out how to contact us at: https://www.passport.service.gov.uk/help His Majesty’s Passport Office | ||
Refer
Good evening Mrs Myers,
As we spoke earlier on today, please see below your crime report number regarding your incident on 19th October 2023:
CRIS 3034363/23
Please do let me know if you have any new information.
Kind regards;
| Thiago Moreira Police Constable – ERPT Team B East Central South (Lambeth & Southwark) BCU a: Peckham Police Station, 177 Peckham High St, SE15 5SL T:07721517900 www.met.police.uk Thiago.Moreira@met.police.uk |
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| This email is intended for MRS MERVELEE I MYERS, 8014 Dear MRS MERVELEE I MYERS Your new Debit card is on its way We’re pleased to let you know your new Debit card is on the way and should arrive within 4-5 working days. If we’re delivering your card to an address outside the UK, it should arrive within 5-7 working days. If you didn’t order this card, please contact us Need help with anything? You can visit the support section on our website or contact us Thank you for choosing Santander. Yours sincerely The Santander Team Your security is our priority So you know that an email is genuinely from us, we’ll: ✓ Address it to you personally. ✓ Include the last 4 digits of your account or card number, or the last 3 characters of your postcode. ✓ Only include links that take you to information pages. ✓ Never ask for your personal information, such as passwords or security details. If you get an email that’s suspicious or doesn’t follow the rules above then please forward it to phishing@santander.co.uk Protect yourself against fraud and scams O Never share a Santander One Time Passcode (OTP), with another person, not even a Santander employee. O Never download software or let anyone remotely log on to your computer or other devices following or during a cold call. O Never enter your Online Banking or bank card details after clicking on a link in an email or text message. If you’re ever asked to do any of these, refuse and contact us immediately. For more information about fraud and scams visit our online Security Centre IMPORTANT INFORMATION This service message was sent to you as a Santander customer. We’ll continue to use this email address to send you service messages and inform you of important information about your account e.g. rate changes. You can review and change your contact preferences at any time by logging on to Online Banking and going to ‘My Details & Settings’. To help us improve the emails we send you, we collect information such as when they are opened and what you clicked on. If you don’t want us to track any future emails you receive from us you can choose not to open them. For more information please read our cookie policy. Please don’t reply to this email. It has been sent from an email address that doesn’t accept incoming emails. Our contact details are available on our website www.santander.co.uk Santander UK plc. Registered Office: 2 Triton Square, Regent’s Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. http://www.santander.co.uk. Contact us. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website http://www.fca.org.uk/register. Santander and the flame logo are registered trademarks. MTSO00015_20230511_G_188_CTSO00055_18082022 065532686 |
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Social Care and Education complaints form
Do you want to make:
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Adult Social Care
Please fill in your details:
Title Mrs
First name Mervelee
Surname Myers
Phone number +447950618083
Email Ratty.Nembhard1956@gmail.com
Are you contacting us on behalf of someone else?
No
Please enter your address. If your address is not within Southwark, you will need to enter the address
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16 Alma Grove
Street 16 Alma Grove
City or Town London
Postcode SE1 5PY
To help fix matters more quickly, please tell us your what you would like to happen as a result of this form.
Those involved in the Systemic Discrimination leading to Munchausen by Proxy and
PTSD of Mervelee Myers and Arnold Tomlinson to be disciplined.
Do you wish to
upload a file? (eg a
letter or photograph)
4-May-2022-Mental-Health-and-SEND-Advocate-Petition-Reinstate.1.docx
18-January-2023-Letter-to-LEYF-Depression-23.docx
Arnold-Ebenezer-Tomlinson-100-Birthday-Celebrations-Programme-2023.docx
Please provide the details of the matter you are reporting
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Social Care and Education complaints form
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or belief?
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Marriage
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Sex
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Prefer not to say
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Social Care and Education complaints form
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Pregnancy or maternity
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pregnant and / or on
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Care
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Social Care and Education complaints form
Do you want to make:
a complaint
Please tell us the department you are contacting us about:
Adult Social Care
Please fill in your details:
Title Mrs
First name Mervelee
Surname Myers
Phone number +447950618083
Email Ratty.Nembhard1956@gmail.com
Are you contacting us on behalf of someone else?
No
Please enter your address. If your address is not within Southwark, you will need to enter the address
manually.
Property number or
name
16 Alma Grove
Street 16 Alma Grove
City or Town London
Postcode SE1 5PY
To help fix matters more quickly, please tell us your what you would like to happen as a result of this form.
Those involved in the Systemic Discrimination leading to Munchausen by Proxy and
PTSD of Mervelee Myers and Arnold Tomlinson to be disciplined.
Do you wish to
upload a file? (eg a
letter or photograph)
4-May-2022-Mental-Health-and-SEND-Advocate-Petition-Reinstate.1.docx
18-January-2023-Letter-to-LEYF-Depression-23.docx
Arnold-Ebenezer-Tomlinson-100-Birthday-Celebrations-Programme-2023.docx
Please provide the details of the matter you are reporting
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https://youtube.com/live/QJqRykPn0VE?feature=share
Social Care and Education complaints form
Age
How old are you? 55-64
Disability
Are you disabled?
If yes, you can tick a
box below which
best describes your
disability
Mental health (lasting more than a year. e.g. severe depression, schizophrenia etc)
Other
Ethnicity
What is your ethnic
background?
Caribbean
Other
Religion or belief
What is your religion
or belief?
Christian
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Marriage
Other
Sex
What was your
recorded sex at
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Female
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Gender identity
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identity the same as
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Prefer not to say
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Social Care and Education complaints form
define your gender
identity?
Pregnancy or maternity
Are you currently
pregnant and / or on
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Prefer not to say
Sexual orientation
How would you
define your sexual
orientation?
Prefer not to say
Other
Care
Are you, or have you
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Mervelee Advocacy 