Santander Needs To Safeguard Customers

Jag Basra – Complaint Investigator
Santander Complaints Resolution Team
PO Box 1125
Bradford BD1 9PG
20 June 2019

Ref: 9005302

Dear Jag Basra
Thank you for your #response to my Complaint raising #concerns about my husband’s most recent experiences with Santander Bank UK. I am really shocked and #disappointed with your response. This happens to be the third time that Mr. Tomlinson experienced such discriminatory treatments in Santander Branches.

My Grievance
Therefore, I shall be setting out my #grievance so you are not left in any doubt about the way I am left feeling with Santander about the treatment of Mr. Tomlinson. Which amounts to #discrimination both directly and indirectly.
I would, therefore, expect you to send me the procedures itemized in your #investigation of my complaint. And giving me the #specific reason for not upholding my complaint. I don’t think I am going senile despite the fact some are claiming that I am mad. So sadly I am unable to #clarify anything from the reasons below.

The GDPR 2018
Suffice it to say that Santander is in #breach of the GDPR May 2018 by refusing to comply with my wishes to check the CCTV for evidence of whether he was targeted. Because only then will I feel comfortable that this won’t happen again. Despite Mr. Tomlinson’s age and vulnerability, I will not knowingly strip him of his #dignity to be as independent in carrying out his duty as long as is #reasonably possible. But if there are threats to his safety when attending Santander Branches to conduct business. Then I will have to be worrying about his welfare and safety. Please direct me to where I can view your Mission Statement about the Safeguarding of Customers conducting business in your Banks. Because if Mr. Tomlinson was targeted as I suspected, it is bound to happen again.

Summary of Complaint
You obviously don’t seem to understand the #magnitude of my complaints, otherwise, you would not have acted as simple-minded to summarize my complaint in these 2 brief sentences. Since you are showing by this summary that you need to get training to address my complaint, let me unpack it for you.

How silly can one be in writing this sentence in paragraph 3? “We are sorry you are unhappy with regards to concerns involving Mr. A E Tomlinson and matters which had involved a recent visit to the Santander Peckham Branch”.
Why did you bother wasting your time saying you are sorry I am unhappy? That’s the reason I put in the complaints in the first place. As far as I am concerned my unhappiness seems to be the focus of your so-called investigation.

I would like to take this opportunity to find out what information you have about Mr. A E Tomlinson? I would like that explanation transmitted to me in writing, please. Because as far as I am concerned, to you Mr. A E Tomlinson seems to have become a statistic resulting from the fact that Santander decided to treat him like a number after he exercised his rights not to be exploited by Santander. Mr. A E Tomlinson was treated as if he is an idiot and incapable of managing his money. For reasons I am going to tell you are malicious in nature. I am leaving it up to you to do your research in finding out who is Mr. A E Tomlinson and what is his relationship to Mrs. Mervelee Myers?

Paragraph 4: “You have also mentioned being unhappy with measures we have in place to safeguard vulnerable customers”.

Once again you mention the word unhappy and seem fixated with the word. Right now you are making me feel unhappy because of the way my traumas were triggered into PTSD after the death of my mother. By people who set out to use my vulnerability against me. You are welcome to view https://fight4justiceadvocacy.business.site as you might find tips to help with your understanding of the needs of any child/ren, young people or elderly persons who are vulnerable. I have been vulnerable since the death of my mother and what LEYF Nurseries #LEYF www.leyf.org.uk has done to me.

What I have done
Paragraph 5: “Having investigated this matter we can confirm, to discuss any concerns involving Mr. Tomlinson we will require a signed letter of authority from them to allow us to discuss matters with you. Alternatively, Mr. Tomlinson can raise their concerns by writing into us or calling us on 0800 171 2171”.

My arguments re Paragraph 5:
You have just proven to me that you are operating in another world Jag Basra with this statement. For your benefit, I will try and be helpful in supporting you to provide Mr. Tomlinson with the #reassurance he needs. Because he has lost all confidence in Santander as a Financial Institution that he conducted business with for many years. You are contradicting yourself by saying that to discuss any concerns involving Mr. Tomlinson you will require authorization to discuss matters with me. Now please take up my offer to do your research about Mr. Tomlinson and Mrs. Myers.

Are you still contradicting yourself saying Mr. Tomlinson can raise concerns by writing or calling? And can you clarify if you have identified any of the concerns I raised in your investigations? Because Mr. Tomlinson is of the #opinion that his money fall out in the Bank and the staff colluded to take his money. I, on the other hand, thinks Mr. Tomlinson was targeted inside the Bank and #followed and #relieved of his money. That’s why I asked for the CCTV to be scrutinized to see who was following Mr. Tomlinson around.

Since you are coming with your foolishness, why did the Cashier leave Mr. Tomlinson at the Counter, go away and come back? I have my options opened as to how Mr. Tomlinson lost his money. But if you are going down this road we can #tag happily along. Now are you going to review the CCTV or not?

Paragraph 6: “We can assure you we are committed to helping vulnerable customers and do take our responsibilities seriously and therefore, appreciate you bringing this matter to our attention”.
It’s obvious you don’t have a clue what you are talking about. I refrain to stoop to your level of ignorance when it comes to the welfare of my husband, Mr. Arnold Ebenezer Tomlinson.

Next steps
Paragraph 7: “We hope that you #accept this outcome but if not, you have the right to refer your complaint to the Financial Ombudsman ServiceFinancial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter”.

All I will say is I already complained to the Financial Ombudsman. Therefore I will pass this on to add to the complaints already #logged.

Want to talk to us again?
I am sorry I have no intention of talking to Santander again. They have shown throughout their dealings with Mr. Tomlinson that they are very#unprofessional and might even be #covering up Modern Slavery practices and the #exploitation of vulnerable customers.

Ms. Mervelee Nembhard, Mrs. Mervelee Myers, and Mrs. Mervelee Tomlinson since May 2014.
END