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Haz7991
Contributor

8 Posts

Posted - 02 September 2021 :  11:12:48  Show Profile  Reply with Quote
Hi All,

Looking for a little advice. I have been discharged around a month and Iím trying to tidy up my credit report and make sure everyone is marking the accounts as settled. One in particular that Iím having bother with is Santander. I had a credit card with them which I believe the debt was purchased by ĎMax Recoveryí. I contacted MR and they are marking my account as settled but Santander still appears on credit report. Less than helpful on the phone and because I have no record of my credit card number or anything he gave me a reference to send the form 5 to a PO Box address.

Does this sound normal? I donít particularly want my form 5 just floating about if itís not legit. Everyone else has been understanding and checked the register then updated there and then.

tigh
Frequent Contributor

31 Posts

Posted - 02 September 2021 :  11:39:34  Show Profile  Reply with Quote
Hi Haz7991

According to Santander's website their complaints address is a PO Box Number (PO BOX 1125 Bradford BD1 9PG). I've had to contact a few of the banks (and still am trying to sort out various issues between what is being seen on Credit files and what the banks etc are supposed to have reported), and I've sent a photocopy of the Form to the appropriate addresses. I think too, that most of the banks I have had to contact have all used PO Box addresses.
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Alasdair1980
Contributor

12 Posts

Posted - 02 September 2021 :  12:39:40  Show Profile  Reply with Quote
I have the exact same issue with them, they are reporting the default date as 3 months after the date the trust deed became active.

They were hopeless on the phone as they couldnít find any record of my account, they suggested I go in to a branch with ID, just need to find a branch now.

Alasdair
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tigh
Frequent Contributor

31 Posts

Posted - 02 September 2021 :  15:07:52  Show Profile  Reply with Quote
Hi Alasdair1980
If you log onto the Credit reference agency (I've used Clearscore), and highlight the account, it usually gives you the last 4 digits of the account you held with them. Maybe try that if your struggling to find a branch. If it's done in writing at least you have a paper trail if you need to go to the Omubudsman to get it rectified.
It's not a quick fix!!!
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TDA (Debt Adviser)
Trust Deed Expert



13799 Posts

Posted - 03 September 2021 :  16:53:40  Show Profile  Reply with Quote
In these situations where banks are making it difficult to get a credit report correctly updated, I wouldn't hesitate to use their complaints procedure.

It's their responsibility (data protection act) to only report accurate and fair information to the credit reference agencies, so why put up with being messed around?

Once a formal complaint has been made it's their obligation to get the the bottom of the problem, and fix it, within a set period of time.

Qualified Debt Adviser & Forum Administrator - Ask me anything about Trust Deeds    
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tigh
Frequent Contributor

31 Posts

Posted - 03 September 2021 :  23:52:39  Show Profile  Reply with Quote
Hi TDA,
The problem I've been facing, is the bank are stating that they have reported the information correctly, and its the responsiblity of the credit reference agency, and the credit reference agency are saying they have reported the information thats been given to them, and no one will take responsibility. Another scenario, my partner and I had a joint account, with one lender the account is closed with a zero balance, on my partner's the account is still in default showing the balance we owed. On raising dispute for my partner, the credit agency have replied stating that the company are stating that the information held is correct. The ombudsman is extremely busy, and could take 4 months to get a complaints handler to look at the complaint.
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Kevin Mapstone
Trust Deed Expert



4012 Posts

Posted - 06 September 2021 :  09:48:00  Show Profile  Reply with Quote
Was your partner in a Trust Deed too, tigh? If not then they would still be liable for any joint debt, regardless of whether your credit score shows the debt as cleared.

Recommended Partner & Trust Deed Expert - Ask me for help setting up a Scottish Trust Deed
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TDA (Debt Adviser)
Trust Deed Expert



13799 Posts

Posted - 06 September 2021 :  09:54:26  Show Profile  Reply with Quote
Hi tigh,

Unfortunately, and I appreciate it must be very frustrating, if you've reached deadlock with the bank on this then it's the Financial Ombudsman's role to intervene if they see fit.

This is obviously far from ideal if there's a long waiting time before they address your concerns.

Qualified Debt Adviser & Forum Administrator - Ask me anything about Trust Deeds    
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tigh
Frequent Contributor

31 Posts

Posted - 06 September 2021 :  23:22:18  Show Profile  Reply with Quote
Hi Kevin
We were both in Sequestration, so that's why partner's should show the same as mine.

TDA, it's very frustrating, and I also feel it's carelessness with the Credit Reference Agencies, if they are reporting the information incorrectly.
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TDA (Debt Adviser)
Trust Deed Expert



13799 Posts

Posted - 07 September 2021 :  09:14:53  Show Profile  Reply with Quote
I guess you've got to look at where the credit reference agencies are getting their information from tigh.

For example, if they'd failed to show that your sequestration was complete that would likely be their responsibility. This is because they get the data from the official insolvency records.

With account reporting they're getting the reporting from individual lenders, each of which has data protection responsibilities and obligations to only report correct information to the CRAs.

You may wish to start thinking about the time you've put into this, and any other reasonable costs and/or losses, so that you can make a case for compensation in the event that the Ombudsman supports your complaint.

Qualified Debt Adviser & Forum Administrator - Ask me anything about Trust Deeds    
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tigh
Frequent Contributor

31 Posts

Posted - 07 September 2021 :  23:24:34  Show Profile  Reply with Quote
Hi TDA
Thanks for your words of support. I just would like them all to report the correct information, and it feels like no one is taking responsibility for rectifying the situation, and it's very frustrating, and for each individual account the ombudsman needs to be given the facts and any evidence that's available, and they are taking longer to deal with complaints. It proves that these companies are not serving the purpose they are supposed to be there for, and raising a dispute does nothing.
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TDA (Debt Adviser)
Trust Deed Expert



13799 Posts

Posted - 08 September 2021 :  09:38:23  Show Profile  Reply with Quote
Hi tigh,

Another option to apply pressure would be to contact the Information Commissioner regarding each lender that you allege is misreporting information about you to the credit reference agencies.

This is (in part) a data protection issue and the Information Commissioner is the organiation that oversees compliance in this area.

Qualified Debt Adviser & Forum Administrator - Ask me anything about Trust Deeds    
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