Santander punished for forcing prospects to make use of cell phones

The Monetary Ombudsman has dominated in favour of consumers who registered complaints in regards to the lender after it made modifications to account entry in 2019 to adjust to new rules on banking fraud. This entailed sending prospects a textual content code through SMS or clicking a hyperlink within the financial institution’s cellular app.

Not like different banks, Santander provided no different technique of entry, corresponding to sending passwords through electronic mail, over landline telephones, or permitting prospects to authenticate utilizing transportable playing cards.

Prospects who didn’t have a cell phone or lived in an space with patchy cellular protection had been informed they would want to go to a department or contact the decision centre to entry companies.

Santander ultimately wised as much as the issues in 2020 and made modifications to its techniques to allow prospects to confirm themselves through electronic mail.

The financial institution has been compelled to pay out lots of of kilos in compensation to prospects who complained below age discrimination legal guidelines.