Copied to Santander at Peckham.  Santander, PO Box 1109, Bradford, BD1 5ZJ

Date: 2^nd June 2019

To Whom It May Concern

I am writing on behalf of Mr. ARNOLD EBENEZER TOMLINSON of WILSON ROAD, CAMBERWELL, LONDON SE5 8PB. I am his wife just in case you need clarifications re the GDPR. We had a joint Savings Account up to recently at Peckham Branch at Rye Lane. But was discontinued hence the complaints to the Financial Ombudsman. Fact 1: Santander Complaints Response by Mervelee Myers 2 May 2019

 Summary from my findings

I am hereby writing, requesting your support in resolving the issue of whether Mr. Tomlinson was targeted in the Peckham Branch of Santander at Rye Lane on Wednesday 29 June 2019. I am making this request solely on the fact that the way Mr. Tomlinson was treated when we went back to the Bank is indicative that there are no apparent measures in place to safeguard vulnerable customers, in line with the GDPR. Fact 2: Amendment District Judge Stella Sterlini County Court Clerkenwell 20 May 2019. Therefore, I am hoping I can depend on the Bank’s unwavering support in solving this matter as a result of the impacts on Mr. Tomlinson. Mr. Tomlinson is a Santander customer for years, but recently I am afraid that the treatment has not been conducive to what’s expected from his Bank.

The recent experiences left Mr. Tomlinson feeling even more vulnerable than usual. It is evident that he is losing his trust in Santander and his confidence has been severely dented. I want to make it perfectly clear that I/we are not holding Santander responsible for this particular incident on Wednesday. The major concerns I am having are to do with whether he was targeted inside the Bank. What safeguarding measures have Santander put in place to protect vulnerable customers? Secondly, I am recommending training for staff re the GDPR. And how they are accountable for offering customers support after incidents of the nature that happened to Mr. Tomlinson on Wednesday.

Outline of Incidents – Wednesday

1. Mr. Tomlinson returned home from visiting the Bank
2. Asks me to make him tea and toast – He is diabetic
3. Mr. Tomlinson went to take out the contents in the bag
4. Said to me he didn’t realise the bag has a hole in it and the money was gone
5. He explained the money could only have fallen out inside the Bank
6. I reassured him and asked if he was worried
7. He shakes out the Newspaper, page by page out
8. He accepts that the money is/was gone – It fell in the Bank
9. Whilst eating, he said he would go back to the Bank, but his legs would not carry him
10. I reassured him I’d go with him, despite my 4:00pm appointment
11. We were hopeful an honest person might have spotted the envelope and handed it in.

Back at the Bank in Peckham – The Person at Enquiry

1. I joined the queue to the Cashier. Mr. Tomlinson said if the money was not returned at the Bank he’d have to withdraw more.
2. Mr. Tomlinson arrived and joined the other queue. He had advised me he needs to talk about the money himself
3. I was in total shock hearing the response from the person, Mr. Tomlinson was talking to. “Since you see when the money dropped, why didn’t you pick it up?” But I didn’t say anything
4. Mr. Tomlinson was trying to explain to the Teller about dropping the money in the Bank and not realising the bag had a hole.
5. The response “What proof do you have that the money dropped in the Bank”? Caused me to intervene at this time.
6. I asked the Teller he was not allowed to take that approach to Mr. Tomlinson, without giving him the time to finish what he is/was saying
7. As I have come to realise the past 5 years, once you challenge this kind of behaviour I was witnessing from the Teller. They tried making out you are the aggressor. See https://fight4justiceadvocacy.business.site if you don’t believe me.

 Mr. Tomlinson and the Cashier

1. Mr. Tomlinson was left standing whilst the Cashier went away. Why was this?
2. I measured the time on the fact that 2 other customers were served by the other Teller
3. I was going to leave Mr. Tomlinson but decided to stay and keep my distance. I have no intention of stripping him of his dignity
4. I explained to the Cashier who turned his attention to me that I am his wife
5. Mr. Tomlinson puts the envelope with the money in the inside breast pocket of his coat.
6. I asked him to give it to me, and when he refused to take it out of his pocket. I asked him to put his card away and I would see him at home.
7. He was not well pleased. But this is an example of how easily he can be exploited because of his vulnerability
8. I want to know why the Cashier went away from the Counter.

My Conclusions

1. I had taken the bag to the Bank, without even thinking that Mr. Tomlinson was targeted at the time
2. I have to rethink Mr. Tomlinson saying he didn’t realise the bag have a hole in it and examined it thoroughly
3. The outcome from my examination and playing over what Mr. Tomlinson said in my head, pointed to the evidence that the bag was cut. This must have been at the side where the money was pushed in.
4. There are pressure marks at the end of the cut, pointing to the fact the person had to rummage in the bag before finding the envelope containing the money
5. There were other envelopes as well as the Newspaper in the bag
6. Mr. Tomlinson said he puts the envelope in the bag in the Bank.
7. He pointed out to me exactly where he stood when he puts the envelope/money in the bag.
8. There is proof that Mr. Tomlinson was targeted by someone in the Bank
9. I have no idea where the envelope/money was taken from the bag
10. I am not sure if he accepts that he was targeted either
11. I would like to know why the Cashier left him standing at the counter.
12. The reaction of the person who Mr. Tomlinson spoke to have much more to be desired

Recommendations

I am asking for the CCTV in the Bank to be checked to see if and how Mr. Tomlinson was targeted inside the Bank. I am not suggesting for a minute that the Bank has anything to do with this matter. And I am not holding the Bank responsible for it either. However, the Bank is accountable for putting measures in place to protect their customers from exploiters who have been picking on the vulnerable. I would hate this to happen to another vulnerable person. And in light of the fact that I know Mr. Tomlinson’s temperament, if he was aware that he was targeted, he would have responded. Now what could have come out of this unfortunate incident is having me concerned about his safety.

Thanks for your understanding and why I am concerned for the safety of Mr. Tomlinson and other customers who use the Bank.

Kindest regards

Mervelee Nembhard-Myers FD (Open) WTC (Open)

Mrs. Mervelee Tomlinson

Mental Health & SEND Advocate.

Copied to Peckham Santander Branch.