Santander fined £32.8 million over ‘flawed’ bereavement services

Santander fined £32.8 million over ‘flawed’ bereavement services

Britain’s financial regulator has fined Santander £32.8 million for failings in its ‘flawed’ probate and bereavement services.

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The Financial Conduct Authority (FCA) says that between 2013 and 2016 the bank did not transfer £183 million in funds to more than 40,400 customers when they should have done so.

Investigation

After investigation, the bank was found to be unable to effectively identify all the funds it held which formed part of a deceased customer’s estate and had poor communication with deceased customer representatives.

Both of these failings increased the chance of probate and bereavement cases not being closed as well as officials being unable to effectively monitor which cases had progressed to closure.

Impact

The investigators said the impact of the failings was:

  • Probate and bereavement processes would stall and remain incomplete, meaning that funds would not be transferred to those entitled to them despite Santander being informed a customer had died, or
  • Certain funds belonging to deceased customers would not be identified and transferred to those who were entitled to them who were unaware of the existence of those funds.

Effective process

In a statement the regulator said: “A bank is required to have an effective process for dealing with a deceased customer’s accounts and investments from notification of death to the transfer of funds to those who are entitled to receive them.

“The flaws in the process existed before this time and affected Santander’s ability to close accounts of deceased customers, including legacy accounts from Abbey, Alliance & Leicester and Bradford & Bingley, with recorded dates of death as early as 1980.”

Failings

Mark Steward, FCA executive enforcement director, said: “These failings took too long to be identified and then far too long to be fixed. To the firm’s credit, once these problems were notified to the board and senior management, they were fixed properly and promptly.

“But recognition of the problem took too long. Firms must be able to identify and respond to problems more quickly especially when they are causing harm to customers.

“Santander held on to the funds in some cases for many years without beneficiaries being aware of their existence, let alone enjoying their benefit.”

Apologised

Santander UK chief executive Nathan Bostock apologised, saying: “Santander is very sorry for the impact these failings have had on the families and beneficiaries affected. We accept the FCA’s findings and have fully cooperated with their investigation.

“We have now transferred the majority of customer funds and made significant improvements to our whole probate and bereavement process.”

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