0:00:02 > 0:00:08I've been fighting your consumer battles for years now, but the same old problems just keep flooding in.
0:00:08 > 0:00:10And it's all the usual suspects.
0:00:10 > 0:00:13Poor customer service, faulty goods and hidden small print.
0:00:13 > 0:00:17No wonder some of you are fed up with the way you're being treated.
0:00:17 > 0:00:21Sometimes, there is the hassle of having to go through the channels of I'm leaving,
0:00:21 > 0:00:26to then a few days later getting a call back and then they can start treating you like a customer.
0:00:26 > 0:00:29It's something quite easy to get right. A lot of places don't get it right.
0:00:29 > 0:00:32It's just about a bit of attention really.
0:00:32 > 0:00:33I couldn't agree more.
0:00:33 > 0:00:38Things need to change and we're on a mission to get companies to treat us better.
0:00:38 > 0:00:39I'll be taking on your cases
0:00:39 > 0:00:42and fighting your fight with the big companies.
0:00:42 > 0:00:45I think this system has let them down and that might be
0:00:45 > 0:00:48just the chink in the armour I need to try and get this sorted.
0:00:48 > 0:00:52And I'll be showing you how to shop smart and stay one step ahead.
0:00:52 > 0:00:55As you said, you need to keep it in here and you are right.
0:00:55 > 0:00:58- So remember, don't get done. - Get Dom.
0:01:03 > 0:01:07On today's show, how one man's life just didn't add up
0:01:07 > 0:01:11when he discovered his savings account had disappeared.
0:01:11 > 0:01:14I don't understand why £8,000 has gone just like that.
0:01:14 > 0:01:18And one woman's stroke of luck after her house went up in flames.
0:01:18 > 0:01:22I don't understand. How can my house be on fire?
0:01:22 > 0:01:26And roving reporter Rani Price hits the streets
0:01:26 > 0:01:28to find out your rights when shopping in the sales.
0:01:35 > 0:01:39We all know saving money is undoubtedly a very sensible thing
0:01:39 > 0:01:43to do because it gives us financial stability and peace of mind.
0:01:43 > 0:01:47We trust our banks and building societies to look after our savings.
0:01:47 > 0:01:52But what would you do if you went down to withdraw your funds
0:01:52 > 0:01:57and all of a sudden, you realised your savings were no longer there?
0:01:57 > 0:02:01Which is exactly what happened to 88-year-old Valentine Brown,
0:02:01 > 0:02:05who opened a savings account at Abbey National with £8,000,
0:02:05 > 0:02:08to find out 10 years later it had disappeared.
0:02:12 > 0:02:14Valentine worked hard all his life
0:02:14 > 0:02:16to save enough money for his retirement.
0:02:17 > 0:02:20I'm a saver in a sense, yes.
0:02:20 > 0:02:24I look after my money and I've been looking after it for my retirement.
0:02:24 > 0:02:26That is what it was all about.
0:02:26 > 0:02:30But when I came back from the forces, that was in 1947,
0:02:30 > 0:02:33I had to find work because there was no office available then
0:02:33 > 0:02:37and I got myself a job in the bank.
0:02:37 > 0:02:42As I didn't have the grades, I started off as a messenger
0:02:42 > 0:02:44and I worked my way through the system.
0:02:44 > 0:02:49I done 43 years with the bank. Retired from there.
0:02:49 > 0:02:54And since then, I've carried on and looked after my savings.
0:02:54 > 0:02:59In 1997, Valentine opened a passbook account with the Abbey National
0:02:59 > 0:03:02and deposited £8,000.
0:03:02 > 0:03:05I opened my account with Abbey National, which I had
0:03:05 > 0:03:10surplus from my account in the bank, which I put in there as savings.
0:03:10 > 0:03:14This is what I was doing to accumulate money for when I retired.
0:03:14 > 0:03:16That was the whole idea and for my travelling.
0:03:16 > 0:03:19And one place close to Valentine's heart is Greece
0:03:19 > 0:03:23because this is where he met his late wife, Dimitra.
0:03:23 > 0:03:26It was love at first sight. We decided to get married.
0:03:26 > 0:03:30I had to go and see all her family. Seven brothers and sisters.
0:03:30 > 0:03:34I was made so welcome. I had a family there.
0:03:34 > 0:03:36I thought I was one of the family.
0:03:36 > 0:03:40From then on, they have been a very close-knit family.
0:03:40 > 0:03:44Sadly, his wife fell ill 14 years ago and Valentine
0:03:44 > 0:03:47dedicated his time caring for her and forgot about the account.
0:03:47 > 0:03:50It wasn't until his son was helping him
0:03:50 > 0:03:53go through his finances that they found the passbook associated
0:03:53 > 0:03:55with Valentine's Abbey National savings account.
0:03:55 > 0:04:00After Mum died, there were three or four years of grieving, if you like.
0:04:00 > 0:04:05Then finally it came to light that we needed to sort things out.
0:04:05 > 0:04:08We looked through all the paperwork and various things
0:04:08 > 0:04:10and this book reared its ugly head, if you like.
0:04:10 > 0:04:13Abbey National is not around any longer.
0:04:13 > 0:04:16In 2004, it was acquired by Santander.
0:04:16 > 0:04:20Since Santander took over the account, we've heard absolutely nothing.
0:04:20 > 0:04:24No paperwork. No accounts. No statements. Absolutely nothing.
0:04:24 > 0:04:28Valentine and Les headed off to a local branch of the bank
0:04:28 > 0:04:32to check the account, only to hear some rather worrying words.
0:04:32 > 0:04:35They've got no knowledge of this whatsoever.
0:04:35 > 0:04:37Leave it with us, we'll deal with it and get back to you.
0:04:37 > 0:04:41No knowledge? That doesn't sound right.
0:04:43 > 0:04:45So Valentine and Les did what anyone would do
0:04:45 > 0:04:47and wrote a letter of complaint.
0:04:47 > 0:04:50Two weeks passed and no reply, so they wrote again.
0:04:52 > 0:04:55Two weeks later, they received a letter from Santander
0:04:55 > 0:04:57explaining they had never received his earlier
0:04:57 > 0:05:01correspondence and sent him a £25 cheque for the inconvenience.
0:05:03 > 0:05:06I think they thought that when the £25 came through,
0:05:06 > 0:05:09that was going to be a goodwill gesture and he was going to say,
0:05:09 > 0:05:12"Thank you very much and bye-bye. Case closed."
0:05:12 > 0:05:14But I don't think so.
0:05:14 > 0:05:15And I agree.
0:05:15 > 0:05:19Santander maintained they had no record of Valentine's account
0:05:19 > 0:05:22after February 2001 and said the evidence indicates
0:05:22 > 0:05:25he must have closed it and withdrawn the money.
0:05:25 > 0:05:28But Valentine insists he didn't do this.
0:05:28 > 0:05:30Time for me to meet him and his son, Les.
0:05:30 > 0:05:36- Morning. Are you Valentine? - Hello, Dominic. Pleased to meet you. - Very pleased to see you as well.
0:05:36 > 0:05:40And I start off by asking what kind of battle it's been so far,
0:05:40 > 0:05:43trying to find Valentine's account.
0:05:43 > 0:05:47I started writing letters to various people to find out what I could do and couldn't do.
0:05:47 > 0:05:50It went to the Financial Ombudsman, it went to the MP.
0:05:50 > 0:05:54I'm a bit disappointed that you had to go down all those avenues and nobody's been able to help you.
0:05:54 > 0:05:57So what do you think has happened? You tell me.
0:05:57 > 0:06:00I can only assume that it's gone in the system when it was Abbey,
0:06:00 > 0:06:05it's been transferred from Abbey to Santander and computers being what they are,
0:06:05 > 0:06:08as far as I can see, it's probably got lost in the system
0:06:08 > 0:06:12and therefore there is no reference to it at all, so it's gone.
0:06:13 > 0:06:18This is just a theory and Santander say the account was closed.
0:06:18 > 0:06:22Santander have told us we must have drawn this out some time or other.
0:06:22 > 0:06:26I've got no recollection of having that amount of money coming out
0:06:26 > 0:06:29so I cannot understand what they are accusing me of.
0:06:29 > 0:06:32The point is that I've wanted to take £8,000 out,
0:06:32 > 0:06:37I'm sure it would be in my book but there is no record of it at all in there.
0:06:37 > 0:06:39That's really it.
0:06:39 > 0:06:43They can't find any tangible evidence that we've taken it out or haven't, as the case may be.
0:06:43 > 0:06:47But how adamant are you that dad hasn't withdrawn this money?
0:06:47 > 0:06:50Very adamant because we checked all his bank accounts to see what is in there.
0:06:50 > 0:06:53£8,000 would stick out like a sore thumb.
0:06:53 > 0:06:56Apart from the fact, what would he want £8,000 for?
0:06:56 > 0:07:00Once we moved here, I took over the whole house.
0:07:00 > 0:07:03If it's an old account like that, presumably you had a paying-in book.
0:07:03 > 0:07:06- Have you got the book handy? - Yes, I can give you the book.
0:07:06 > 0:07:08- There we are. That is the actual book.- OK.
0:07:08 > 0:07:12Santander have had that book. They've had copies of it.
0:07:12 > 0:07:14The Financial Ombudsman sent it to them.
0:07:14 > 0:07:16They've dealt with it and still nothing has come up.
0:07:16 > 0:07:19They just say that it doesn't exist.
0:07:19 > 0:07:22I mean, you'd think they would check something to say,
0:07:22 > 0:07:24"No. You've done this. There's the proof."
0:07:24 > 0:07:26But they've come back with absolutely nothing,
0:07:26 > 0:07:31just that the chances are we have probably taken the money out. How? I don't know.
0:07:31 > 0:07:35Have you received interest statements or tax certificates relating to this account?
0:07:35 > 0:07:39- I would say no.- No, not to my knowledge.- We've never had anything.
0:07:39 > 0:07:43There are an awful lot of problems with trying to sort this one out.
0:07:43 > 0:07:46It's your word against theirs at the moment.
0:07:46 > 0:07:49You know that old cliche about David and Goliath?
0:07:49 > 0:07:53Never more has it been truer. You really are in the David camp, aren't you?
0:07:53 > 0:07:57- They are so big.- Right. I think what I need to do at this point,
0:07:57 > 0:08:01you've told me everything you can, I need to get on to Santander
0:08:01 > 0:08:04and see how they are going to behave with this sort of problem.
0:08:04 > 0:08:08- I'm going to get to the bottom of this, one way or the other. I'll speak you very soon.- Thank you.
0:08:08 > 0:08:12Les and Valentine are adamant this money wasn't withdrawn from this account
0:08:12 > 0:08:16but it was put in there 15 years ago and Abbey National are no longer there.
0:08:16 > 0:08:19Valentine and Les feel they have nowhere else to turn
0:08:19 > 0:08:22and they are desperate to get his money back
0:08:22 > 0:08:25so he can continue to visit his family in Greece.
0:08:25 > 0:08:30I've got a feeling I'm going to have my work cut out for me on this one so I'd better get cracking.
0:08:31 > 0:08:33Santander, here I come.
0:08:35 > 0:08:39The Santander group, which Santander UK is part of,
0:08:39 > 0:08:41is one of the world's biggest banks.
0:08:41 > 0:08:45Now, they may sit proudly near the top of the pile in size
0:08:45 > 0:08:48and profit but when it comes to overall customer satisfaction,
0:08:48 > 0:08:50they are at the bottom of the heap.
0:08:50 > 0:08:54According to a Which? report from September 2012,
0:08:54 > 0:08:58Santander was the worst performer for customer satisfaction
0:08:58 > 0:09:01out of a total of 30 British banks.
0:09:03 > 0:09:06Well, I hope that's not what I experience when I speak to them.
0:09:06 > 0:09:08Time to get on the phone.
0:09:08 > 0:09:10Now, don't forget, they told Valentine they believe
0:09:10 > 0:09:15he withdrew his money and I want to know when, where and how.
0:09:15 > 0:09:17ANSWERING MACHINE: Thanks for calling Santander.
0:09:17 > 0:09:20For bank and savings accounts, press one.
0:09:20 > 0:09:21Credit cards, press two.
0:09:24 > 0:09:27Hello. My name is Dominic Littlewood.
0:09:27 > 0:09:30I'm calling from the BBC about a query with a customer's account.
0:09:30 > 0:09:35'The gentleman, who doesn't want his voice to be used, asked if I'm named on the account.'
0:09:35 > 0:09:39I have a letter of authority to speak on their behalf.
0:09:39 > 0:09:42'I'm then asked for the account details.'
0:09:42 > 0:09:47You can. It was originally an Abbey National one so I don't know if you'd still have that.
0:09:47 > 0:09:50'The man says there is no information coming up
0:09:50 > 0:09:52'and requests some more details about the customer,
0:09:52 > 0:09:55'including full name and date of birth.
0:09:55 > 0:09:59'But even after inputting this, no account appears.
0:09:59 > 0:10:02'He goes on to say he doesn't think he can be of any more help
0:10:02 > 0:10:04'so will transfer me to another department.'
0:10:04 > 0:10:09Interesting. I've just found out that Santander have a specialist complaints department.
0:10:09 > 0:10:11I've got their number and I'm being put through now.
0:10:13 > 0:10:16'So I bring this specialist team up to speed.'
0:10:16 > 0:10:20Thank you. They won't deal with me. They are getting me the number of someone who will.
0:10:20 > 0:10:25'She then explained she is putting me through to Helen, the senior social manager.'
0:10:25 > 0:10:29We have a gentleman who's got the problem with originally
0:10:29 > 0:10:31Abbey National and now Santander.
0:10:31 > 0:10:33I would like to give you all the details of that.
0:10:33 > 0:10:39We do have a letter of authority to speak on his behalf which I will get over to you once I get some details.
0:10:39 > 0:10:43'I want to know how they can be sure Valentine withdrew the £8,000
0:10:43 > 0:10:47'and I refer to the financial ombudsman's report on the case, which found in favour of Santander,
0:10:47 > 0:10:51'but had a few things to say about their evidence.'
0:10:51 > 0:10:56"The evidence is incomplete, inconclusive or contradictory as some of it is here.
0:10:56 > 0:10:59"I reach my decision on the balance of probabilities."
0:10:59 > 0:11:02It's not conclusive, but that is what they have done.
0:11:02 > 0:11:05They have reached a decision on the balance of probability.
0:11:05 > 0:11:08'I agree to forward all the paperwork in an e-mail.
0:11:08 > 0:11:11'She says her team will have a look at it and get back to me.'
0:11:11 > 0:11:13Bye-bye.
0:11:15 > 0:11:17'Well, it's not a bad start.
0:11:19 > 0:11:21'As time is money, I get straight on the case
0:11:21 > 0:11:24'and e-mail Helen the list of my questions,
0:11:24 > 0:11:28'including what evidence Santander can provide to prove that
0:11:28 > 0:11:32'Valentine's savings have been withdrawn and if the money was taken
0:11:32 > 0:11:36'out using identification rather than Valentine's paying-in book.
0:11:36 > 0:11:38'Was a paper record kept?
0:11:38 > 0:11:42'Let's wait and see what they have to say about that.
0:11:42 > 0:11:45'As I dig deeper, a financial expert tells me
0:11:45 > 0:11:48'a few home truths about the world of banking.'
0:11:48 > 0:11:51Right now, the customer is guilty until proven innocent.
0:11:55 > 0:12:00I'm Rani Price and there's nothing I like better than helping you, the buying public,
0:12:00 > 0:12:04through the minefield of regulations to make sure you stay savvy shoppers.
0:12:05 > 0:12:08Now, consumer law can be very confusing.
0:12:08 > 0:12:11You've got your Sale of Goods Act, Distance Selling,
0:12:11 > 0:12:14Right to Return and it doesn't stop there.
0:12:14 > 0:12:17But knowing just a few of these laws can not only save you money
0:12:17 > 0:12:19but a lot of hassle as well.
0:12:19 > 0:12:22Do you know what this is?
0:12:23 > 0:12:27'Today, I'm out on the streets armed with questions to put to you, the buying public,
0:12:27 > 0:12:32'to find out if you know your consumer rights from your consumer wrongs.'
0:12:35 > 0:12:37I love shopping in the sales.
0:12:37 > 0:12:40There is a chance you can find a real knockout bargain.
0:12:40 > 0:12:44But if you buy something in a sale, are your rights the same as normal?
0:12:44 > 0:12:45Let's see what you think.
0:12:46 > 0:12:50'So I'm going to conduct a little quiz with sales shoppers to find out
0:12:50 > 0:12:52'if they fully understand their rights.'
0:12:52 > 0:12:54- Are you a sale shopper?- Yes.
0:12:54 > 0:12:58- Are you a wise sale shopper? - I try to be.
0:12:58 > 0:13:00Do you think you are a wise man?
0:13:00 > 0:13:03A wise shopper?
0:13:03 > 0:13:06If I'm buying something brand-new, I'm aware that providing you have
0:13:06 > 0:13:09a proof of purchase, you can take it back.
0:13:09 > 0:13:12What about sales? Is it the same or is it different?
0:13:14 > 0:13:18You're good at buying stuff in sales but do you know your rights, though?
0:13:18 > 0:13:20- No.- No?- Not my rights.
0:13:20 > 0:13:23'I'm sensing our shoppers aren't that consumer confident.
0:13:23 > 0:13:25'Let's dig a little deeper.'
0:13:25 > 0:13:29So the scenario is, a shop advertises everything half price.
0:13:29 > 0:13:32You spot a TV you've had your eye on for ages for £500,
0:13:32 > 0:13:35so you expect to buy it for £250.
0:13:35 > 0:13:39But when you get to the till, they say it's not in the sale.
0:13:39 > 0:13:41Can the shop legally do this?
0:13:41 > 0:13:47Normally, when I go into a shop and they say everything is half-price, then it has to be. Am I wrong?
0:13:47 > 0:13:49Does it say everything is 50% off?
0:13:49 > 0:13:54- Outside, it says everything is 50% off.- Then I suppose they can't.
0:13:54 > 0:13:56Can they do this?
0:13:56 > 0:14:00I wouldn't have thought they can but they probably do.
0:14:00 > 0:14:04Can you demand that it should be in the sale because of the sign outside?
0:14:04 > 0:14:07I would definitely ask if this item was in the sale
0:14:07 > 0:14:12and when they told me no, it's not, I'd be very annoyed.
0:14:12 > 0:14:16Here to put us on the right track is Rob Vale from Trading Standards.
0:14:17 > 0:14:20If a trader advertises everything is half-price, then everything
0:14:20 > 0:14:23has to be half-price with no exceptions.
0:14:23 > 0:14:26If they try to exclude items, then this can be misleading,
0:14:26 > 0:14:29which could be an offence under the consumer protection regulations.
0:14:29 > 0:14:32So it needs to be reported to Trading Standards.
0:14:32 > 0:14:36Can you force them, though, to sell it to you for the sale price?
0:14:37 > 0:14:41I suppose it depends how long you are willing to stand and argue.
0:14:41 > 0:14:44No. Absolutely not.
0:14:44 > 0:14:48If you report this to Trading Standards, they will almost certainly investigate it
0:14:48 > 0:14:50because it is a criminal offence.
0:14:50 > 0:14:56However, you can't as a consumer insist that the trader sells you this item at the lower price.
0:14:56 > 0:14:59The goods are known as an invitation to treat
0:14:59 > 0:15:04and they can refuse to sell any item you if they so wish.
0:15:04 > 0:15:0860% off. The shop is closing down. Today.
0:15:08 > 0:15:11Three weeks later, your mate comes around and says,
0:15:11 > 0:15:16"Look what I've just bought! The shop is closing down today. 60% off! Get yourself down there."
0:15:16 > 0:15:21You say, "I did do that three weeks ago. I got it for 60% off when it was closing down that day."
0:15:21 > 0:15:25In fact, the shop has been closing down for about two years. Can they do that?
0:15:25 > 0:15:30I wouldn't have thought so. I'd be pretty angry.
0:15:30 > 0:15:32Advertising a closing down sale
0:15:32 > 0:15:35when you are not closing down is now a banned practice.
0:15:35 > 0:15:39It's against the law under the consumer protection regulations.
0:15:39 > 0:15:42So if you see this happening, you must report it to Trading Standards.
0:15:42 > 0:15:47For his birthday he wants a good stereo.
0:15:47 > 0:15:51You've decided you're going to buy him one because it's in the sale.
0:15:51 > 0:15:53You get it for him, you bring it home,
0:15:53 > 0:15:56he plugs it in and it just buzzes.
0:15:56 > 0:15:59You've bought it in the sale. Can you take it back?
0:16:00 > 0:16:04You can take it back but you won't be able to get your full money back.
0:16:04 > 0:16:07Can you exchange for the same product or something like that?
0:16:07 > 0:16:09Yes, of course I should return.
0:16:09 > 0:16:11Yes.
0:16:11 > 0:16:13It should still do the job it's supposed to do.
0:16:13 > 0:16:18- Can they do this to you?- No. - But it says it's a sale item.- And?
0:16:18 > 0:16:22- You think? Are you sure?- Yes. - You're right.- I know!
0:16:24 > 0:16:28You can return sale items if there is a fault but not if you've
0:16:28 > 0:16:31changed your mind, which applies to any item that you might buy.
0:16:31 > 0:16:33But if the sale item is a second
0:16:33 > 0:16:38or if the fault is brought to your attention at the time of purchase,
0:16:38 > 0:16:41you won't be able to reject the goods under those circumstances.
0:16:43 > 0:16:45So just because you've bagged yourself a bargain,
0:16:45 > 0:16:48it doesn't mean you have to lose your rights.
0:16:53 > 0:16:56I've been answering a cry for help from Valentine Brown
0:16:56 > 0:17:00and his son, Les, who are desperate to find £8,000 that has just
0:17:00 > 0:17:04vanished from Valentine's Santander savings account.
0:17:04 > 0:17:05I feel very upset about this
0:17:05 > 0:17:09because they don't seem to be very helpful on this subject.
0:17:09 > 0:17:12This is something I really feel I need.
0:17:12 > 0:17:14You write letters to them and you get answers
0:17:14 > 0:17:17which really don't relate to what you're asking them for.
0:17:17 > 0:17:20Santander has looked into the matter and believe Valentine
0:17:20 > 0:17:24probably withdrew the money and closed the account.
0:17:24 > 0:17:27Their evidence to back this up are tax records which show that
0:17:27 > 0:17:32no tax was paid on any interest and so the account must have been closed.
0:17:33 > 0:17:37However, Valentine is adamant that he's never taken the money out
0:17:37 > 0:17:40and still has the passbook, which clearly shows the £8,000 deposit
0:17:40 > 0:17:42and nothing else.
0:17:43 > 0:17:47Santander have been pretty quiet since my first call nine days ago.
0:17:47 > 0:17:51They've e-mailed me once just to say they are looking into the case
0:17:51 > 0:17:53and will get back to me shortly.
0:17:53 > 0:17:56But the longer we wait, the more money Valentine is potentially losing.
0:17:56 > 0:17:59So I'm going to get back on the blower to them.
0:17:59 > 0:18:02This time, I just want to know why they don't have a record,
0:18:02 > 0:18:06any kind of record, of Valentine closing his account.
0:18:06 > 0:18:09Your department which looks at accounts closed in the past
0:18:09 > 0:18:13were unable to locate any details on the savings account in question.
0:18:13 > 0:18:16Obviously, they have a cut-off point where they don't go any further.
0:18:16 > 0:18:20Helen, the senior social media manager at Santander,
0:18:20 > 0:18:23tells me that records for closed accounts are kept for six years.
0:18:24 > 0:18:28To be fair, six years' worth of records is all that
0:18:28 > 0:18:30banks are legally required to keep
0:18:30 > 0:18:34but the lack of paper evidence makes life a little trickier for me.
0:18:34 > 0:18:39I genuinely think this account is lying there dormant somewhere and he's entitled to it.
0:18:39 > 0:18:42Bye-bye.
0:18:42 > 0:18:46This is proving a very tough nut to crack but I'm not giving up yet
0:18:46 > 0:18:48and go back to trawling through the paperwork.
0:18:48 > 0:18:52I'm hoping to get Valentine to do exactly the same.
0:18:52 > 0:18:56I want him to double check there is definitely no other records of his
0:18:56 > 0:19:00money being withdrawn, transferred or the account being closed.
0:19:01 > 0:19:06Believe me, Valentine has already done this probably 100 times.
0:19:06 > 0:19:08I would if eight grand was at stake.
0:19:08 > 0:19:11But it's worth one more look just in case one slip of paper,
0:19:11 > 0:19:16one letter, could put this to bed once and for all.
0:19:16 > 0:19:21Even after one last desperate dig behind the sofa, nothing.
0:19:21 > 0:19:25Back over to you, Santander, and a few days later I receive an e-mail from
0:19:25 > 0:19:30Helen at Santander in response to my list of questions about evidence.
0:19:30 > 0:19:34They say as there was no interest accrued on the account since 2001
0:19:34 > 0:19:40and no movements, this indicates that the account was closed.
0:19:40 > 0:19:43Indicates? You see, that's a bit vague to me.
0:19:43 > 0:19:47I want hard evidence about that account closing down.
0:19:47 > 0:19:50Surely, they should have a firm record of a closure.
0:19:50 > 0:19:54Santander UK then go on to say accounts can be closed
0:19:54 > 0:19:58without the passbook if sufficient ID is provided.
0:19:58 > 0:20:00So I waste no time in replying,
0:20:00 > 0:20:04asking for evidence into how Valentine's account was closed.
0:20:04 > 0:20:06It's a tough one, this, but worryingly,
0:20:06 > 0:20:09not an unusual one, as I've discovered.
0:20:09 > 0:20:10Meet Avril Mann.
0:20:10 > 0:20:13She's in charge of fundraising at her local church
0:20:13 > 0:20:17and in 1993 she opened a bank account at Abbey National
0:20:17 > 0:20:22and what follows sounds remarkably similar to Valentine's experience.
0:20:22 > 0:20:30Money was going in up until 2001. There was £1,762.38.
0:20:30 > 0:20:3410 years later, Avril went to a branch of Santander to get
0:20:34 > 0:20:38the passbook updated and got a surprise response.
0:20:38 > 0:20:43The cashier at Santander could find no record whatsoever of the account.
0:20:43 > 0:20:46I just thought, there must be a mistake with their computer.
0:20:46 > 0:20:48Not that the money had gone.
0:20:48 > 0:20:52Avril believed her passbook would be all the proof needed to show
0:20:52 > 0:20:56she had not taken the money out, but she couldn't have been more wrong.
0:20:56 > 0:20:58The passbook hadn't been closed.
0:20:58 > 0:21:00We had no date of closure so therefore,
0:21:00 > 0:21:03they must have made a mistake on their records.
0:21:03 > 0:21:06I understand that passbooks are not seen as evidence that money
0:21:06 > 0:21:09is in the account but this is unfair because the passbook
0:21:09 > 0:21:13is the only evidence you've got that the money's in the account.
0:21:13 > 0:21:16Avril contacted the Financial Ombudsman service to complain
0:21:16 > 0:21:18but had a similar response to Valentine.
0:21:18 > 0:21:22The Financial Ombudsman said in their final letter that
0:21:22 > 0:21:25I must have drawn the money out and forgotten all about it.
0:21:25 > 0:21:30They were going to support Santander and I had no claim on the money.
0:21:30 > 0:21:33I came to the point where I just didn't know where to go next.
0:21:33 > 0:21:37I knew I hadn't drawn the money out, I knew it was in the account,
0:21:37 > 0:21:41but I really couldn't see how I was going to get that money back for the church.
0:21:41 > 0:21:45And 81-year-old John Louis has been battling with Santander
0:21:45 > 0:21:51for the past year trying to get £1,516 back from his savings account
0:21:51 > 0:21:53that the bank say is now closed.
0:21:53 > 0:21:57They feel it was closed because they paid three pounds interest on it
0:21:57 > 0:22:00with the Inland Revenue in 1998.
0:22:02 > 0:22:05And therefore, they figured as there was no further interest
0:22:05 > 0:22:08paid next year, that the account was closed.
0:22:08 > 0:22:10Where is the proof that it's closed?
0:22:12 > 0:22:15Exactly. Where have we heard that one before?
0:22:15 > 0:22:17It doesn't sound good for John.
0:22:17 > 0:22:19So that's two more cases to put to Santander.
0:22:20 > 0:22:22But according to some,
0:22:22 > 0:22:26this is actually a growing problem within the banking sector.
0:22:26 > 0:22:29This is an issue that is happening more and more often.
0:22:29 > 0:22:32It is quite alarming.
0:22:32 > 0:22:35I would expect to hear about this once in a lifetime,
0:22:35 > 0:22:37not on a regular basis.
0:22:37 > 0:22:41Money doesn't move in this country without there being some backup
0:22:41 > 0:22:44and some paper trail.
0:22:46 > 0:22:48And she believes the law should be changed to extend
0:22:48 > 0:22:52the amount of years that banks have to keep account records.
0:22:52 > 0:22:56I think it's ridiculous to think that they only keep records for six years.
0:22:56 > 0:22:59I know that when I had my own company,
0:22:59 > 0:23:01I still have the records of clients
0:23:01 > 0:23:04because we are dealing with long-term financial planning
0:23:04 > 0:23:08and a client may come back and question something at any point.
0:23:08 > 0:23:11There are so many ways to save client data securely
0:23:11 > 0:23:15and without taking up too much space.
0:23:17 > 0:23:19Well, that is certainly food for thought.
0:23:21 > 0:23:26I e-mail details of my other two missing money cases over to Santander.
0:23:26 > 0:23:29And at almost exactly the same time,
0:23:29 > 0:23:32I get an e-mail back from them.
0:23:32 > 0:23:35They are responding to an e-mail I sent them, asking for hard
0:23:35 > 0:23:39evidence that Valentine's record have been destroyed.
0:23:39 > 0:23:42She tells me, Santander are not obliged to retain
0:23:42 > 0:23:46records for more than six years after an account has been closed.
0:23:46 > 0:23:48And then in response to my simple question
0:23:48 > 0:23:51of how Valentine's account could have been closed,
0:23:51 > 0:23:55they give me a link to their website where I can find ID requirements.
0:23:55 > 0:24:00What ID requirements? I mean, how is that going to help?
0:24:00 > 0:24:03All I'm asking for is something that categorically proves
0:24:03 > 0:24:06Valentine closed that account down.
0:24:06 > 0:24:09The thing that really frustrates me here is that surely
0:24:09 > 0:24:11in the modern world of computer systems,
0:24:11 > 0:24:16situations like Valentine's, Avril's and John's just shouldn't happen.
0:24:16 > 0:24:20There must be a database that can store customer account details
0:24:20 > 0:24:23for longer than the mandatory six years.
0:24:23 > 0:24:27Ralph Silva, a former investment banker and independent banking expert,
0:24:27 > 0:24:29is hopefully going to shed some light on this.
0:24:29 > 0:24:32To become a banker in the United Kingdom, you have to
0:24:32 > 0:24:35subscribe to a series of rules and one of the more significant rules
0:24:35 > 0:24:37is that there has to be a master database.
0:24:37 > 0:24:41That master database is what HMRC looks at, what everybody looks at.
0:24:41 > 0:24:43After seven years, however,
0:24:43 > 0:24:47the information can fall off of that principal database.
0:24:47 > 0:24:50As a result, it's really "he said, she said".
0:24:50 > 0:24:54In future, we should see that database keep an extended amount of information,
0:24:54 > 0:24:56maybe for 20 years, maybe for a person's life.
0:24:56 > 0:25:00But right now, it is only required from six to seven years.
0:25:00 > 0:25:03When Valentine took his case to the Financial Ombudsman Service,
0:25:03 > 0:25:06they sided with the bank. Why?
0:25:06 > 0:25:09The banks records are trusted over your own records for one very simple reason.
0:25:09 > 0:25:12The banks have a licence to operate a bank
0:25:12 > 0:25:14and as a result they have to succumb to certain rules
0:25:14 > 0:25:18and one of the rules is that they are fit and proper people to run a bank.
0:25:18 > 0:25:22In other words, they need to be trusted in order to have a banking licence.
0:25:22 > 0:25:25Therefore, the benefit of the doubt is often given to them.
0:25:25 > 0:25:29It's absolutely not fair that the bank's records are always supreme,
0:25:29 > 0:25:32simply because it's often easier for the bank just to say no.
0:25:32 > 0:25:34It saves them money, they don't have to do a lot of effort.
0:25:34 > 0:25:37So if their default answer is always no, that's not fair.
0:25:37 > 0:25:41We should make sure that they always look into these things and give
0:25:41 > 0:25:45the benefit of the doubt to the human being that is actually doing banking.
0:25:45 > 0:25:47But right now, that's not the way the law is set up.
0:25:47 > 0:25:50So what else could be done to stop this happening in the future?
0:25:50 > 0:25:52Just by the very nature of passbooks,
0:25:52 > 0:25:55the fact that you have to go in and keep them updated,
0:25:55 > 0:25:58it means they will always be almost instantaneously inaccurate.
0:25:58 > 0:26:01Why? Because the minute you walk out of the bank, you've already made
0:26:01 > 0:26:04some money on interest, which is not reflected in your passbook.
0:26:04 > 0:26:08So for the next generation, we should just eliminate them altogether.
0:26:08 > 0:26:11There are some surprising truths to be told here.
0:26:11 > 0:26:14There's a conflict when the record and the database of the bank
0:26:14 > 0:26:17and the records that you hold in your passbook are different because
0:26:17 > 0:26:21the law really states that the bank's records are supposed to be accurate.
0:26:21 > 0:26:23In most cases, the banks make these things right.
0:26:23 > 0:26:27Ultimately, the customer should be assumed innocent until proven guilty.
0:26:27 > 0:26:30Right now, the customer is guilty until proven innocent.
0:26:30 > 0:26:34That's the fundamental change that regulations have to ensure happens.
0:26:34 > 0:26:36And when I meet up with Valentine again,
0:26:36 > 0:26:39I deliver more unpleasant surprises.
0:26:39 > 0:26:41I, like you, thought your money was safe. It's not.
0:26:46 > 0:26:49Our inbox is overflowing with your e-mails
0:26:49 > 0:26:53but unfortunately we can't answer every cry for help.
0:26:53 > 0:26:57So that's why we love nothing more than hearing your tales of how
0:26:57 > 0:27:00you lot have taken on the big companies yourselves and won.
0:27:04 > 0:27:08Hard-working single man Sam Brittan from Suffolk moved into her
0:27:08 > 0:27:11two-bedroom semi-detached house in 2005.
0:27:11 > 0:27:15The property is part owned by a regional Housing Association.
0:27:15 > 0:27:18It was in a real state.
0:27:18 > 0:27:21It was a good couple of years before everything had got finished.
0:27:21 > 0:27:26Once I'd sort of turned it around, it was a lovely home.
0:27:26 > 0:27:28Sam's father, Wayne, a retired policeman,
0:27:28 > 0:27:31helped his daughter get it up to scratch.
0:27:32 > 0:27:37We had it re-plastered, re-bordered, the ceilings done.
0:27:37 > 0:27:40Sam spent over £2,000 refurbishing the property
0:27:40 > 0:27:44but felt it was worth it as she and her 14-year-old son, Connor,
0:27:44 > 0:27:47could now start to enjoy living in their new home.
0:27:47 > 0:27:52We've got great neighbours. We've got a really friendly close.
0:27:54 > 0:27:56You know, and Connor loves it.
0:27:56 > 0:28:01Sam's house had buildings insurance through the housing association
0:28:01 > 0:28:05and when she moved in she'd also been given an electrical safety certificate
0:28:05 > 0:28:09so she felt her and her son could sleep easy.
0:28:09 > 0:28:13However, she didn't take out contents insurance as it was too expensive.
0:28:13 > 0:28:16She just hoped for the best.
0:28:16 > 0:28:19We are not ashamed to say that she didn't have any contents insurance.
0:28:19 > 0:28:23Sam will say to me, what did I need contents insurance for?
0:28:23 > 0:28:27I didn't have jewellery, I didn't have laptops or computers.
0:28:27 > 0:28:32The only thing I had of value was my television.
0:28:32 > 0:28:37But six years later, early in the morning on 17 December 2011,
0:28:37 > 0:28:40Wayne was rudely awoken.
0:28:40 > 0:28:44At 3:45am in the morning, it's got to be bad news.
0:28:44 > 0:28:47Sam's house was on fire. I couldn't believe it.
0:28:47 > 0:28:49So of course, I got out of bed
0:28:49 > 0:28:52and shoved some stuff on and went around there.
0:28:52 > 0:28:57I couldn't take it all in. My house was on fire. I don't understand.
0:28:57 > 0:29:00How can my house be on fire?
0:29:01 > 0:29:04Thankfully, Connor had been staying at his dad's
0:29:04 > 0:29:09and Sam had fallen asleep downstairs so she could make a quick exit.
0:29:09 > 0:29:13So I've gone out of here through into the hallway,
0:29:13 > 0:29:17obviously half asleep, and upstairs. I could hear this roaring.
0:29:17 > 0:29:21The fire started in the consumer unit which was situated up here,
0:29:21 > 0:29:24which supplied the night storage heaters.
0:29:26 > 0:29:29Obviously, that caught fire.
0:29:29 > 0:29:34Bits of that were dropping on the floor, which then started another fire on the floor.
0:29:34 > 0:29:37Fires don't start in consumer units for no reason. There was a reason.
0:29:37 > 0:29:43Why did it catch on fire? I had been here six years. Why?
0:29:43 > 0:29:47Sam hoped that the housing association's insurance company would determine the reason.
0:29:47 > 0:29:51The cause of the fire was a loose screw in the consumer unit.
0:29:51 > 0:29:54This could have occurred at any time.
0:29:55 > 0:30:01- They offered £1,000. - £1,000 is, you know, laughable.
0:30:01 > 0:30:05Sam and Wayne felt the finger of blame was firmly pointed
0:30:05 > 0:30:08towards the housing association as it was their consumer unit
0:30:08 > 0:30:10that appeared to have caused the fire.
0:30:10 > 0:30:14Having invested so much time and money into the property,
0:30:14 > 0:30:18they decided to go back to the insurance company to ask for
0:30:18 > 0:30:22more compensation to replace Sam's contents that were lost in the fire.
0:30:23 > 0:30:28They offered £3,500. I thought, yes, great.
0:30:28 > 0:30:31She'd been out of the house for eight months.
0:30:31 > 0:30:35She wanted to get back into her routine again
0:30:35 > 0:30:39and the boy wanted to get home. So she accepted it.
0:30:39 > 0:30:42After living with her mum and dad for so long, Sam now had
0:30:42 > 0:30:46the money to rebuild her life and replace the contents of her home.
0:30:46 > 0:30:49But it wasn't the end of the story for her as she took her
0:30:49 > 0:30:51complaint to the Housing Ombudsman.
0:30:51 > 0:30:54She felt that the housing association were at fault
0:30:54 > 0:30:58and the un-serviced consumer unit was to blame.
0:30:58 > 0:31:01The ombudsman ruled in favour of the housing association
0:31:01 > 0:31:03as they have done nothing wrong.
0:31:03 > 0:31:06They carried out the safety checks before Sam moved in
0:31:06 > 0:31:10and they are not required by law to carry out any more.
0:31:11 > 0:31:15We asked the housing association to comment on Sam's case and they have said:
0:31:37 > 0:31:40The housing association are keen to point out that whilst they did offer
0:31:40 > 0:31:45compensation, this should not be taken as an admission of liability.
0:31:45 > 0:31:47And they also say they:
0:32:02 > 0:32:07It feels great to be back home, starting to get the routine again.
0:32:07 > 0:32:10Slowly starting.
0:32:10 > 0:32:12Upstairs is almost done.
0:32:12 > 0:32:15Down here, I've still got finishing touches to do.
0:32:15 > 0:32:18So yes, it's good to be back home.
0:32:18 > 0:32:21Sam was a lucky lass receiving a goodwill gesture
0:32:21 > 0:32:24as she didn't have her own insurance.
0:32:24 > 0:32:27The housing association had done nothing wrong
0:32:27 > 0:32:30but it just goes to show, if you don't ask, you don't get.
0:32:35 > 0:32:39Following a chance discovery of £8,000 sitting in an old
0:32:39 > 0:32:43savings account, Valentine Brown and his son, Les,
0:32:43 > 0:32:46went along to his branch of Santander to withdraw the money,
0:32:46 > 0:32:49only to be told by the bank that the account had been closed.
0:32:51 > 0:32:53Valentine is adamant he never did this
0:32:53 > 0:32:56and is equally certain he never withdrew the money.
0:32:57 > 0:33:02Santander say he did but can't say when, where or how.
0:33:03 > 0:33:06What's happened to this money in my account?
0:33:06 > 0:33:09We are getting very annoyed, Les and I.
0:33:09 > 0:33:11We are getting nowhere with it.
0:33:11 > 0:33:13You don't expect to lose money in a bank.
0:33:13 > 0:33:16You expect them to be the pillars of society, if you like.
0:33:16 > 0:33:20Having all of the appropriate information on computers, as they say they do.
0:33:20 > 0:33:23It makes you very angry.
0:33:23 > 0:33:26I'm determined to help Valentine get to the bottom of this
0:33:26 > 0:33:29and I've just received an e-mail from Helen at Santander.
0:33:29 > 0:33:31Could this be good news?
0:33:31 > 0:33:34She starts by saying that in the case of Avril Mann,
0:33:34 > 0:33:39who claims £1,762 has just disappeared from her account,
0:33:39 > 0:33:44the FOS has already investigated and sided with Santander.
0:33:44 > 0:33:48We already knew this and they are obviously not going to dig any deeper.
0:33:48 > 0:33:53As for John Louis and his fight with the bank to find £1,516,
0:33:53 > 0:33:55his case is currently being investigated.
0:33:56 > 0:33:58Finally, for Valentine Brown.
0:33:58 > 0:34:02As Santander believe his account was closed more than six years ago,
0:34:02 > 0:34:05they don't have any record of the withdrawal.
0:34:07 > 0:34:09The banks have done what the law requires
0:34:09 > 0:34:13but it seems that's all they will do despite the fact that all
0:34:13 > 0:34:15three of these account holders insist
0:34:15 > 0:34:18they never withdrew any money or closed their accounts.
0:34:24 > 0:34:26It may look all doom and gloom
0:34:26 > 0:34:29but financial adviser Sarah Bowles has a tale to tell
0:34:29 > 0:34:33about a battle she fought with a different high-street
0:34:33 > 0:34:36bank and it can give us all some hope.
0:34:36 > 0:34:40Sarah had an 83-year-old client who had a savings account
0:34:40 > 0:34:42with £97,000 in it.
0:34:42 > 0:34:44A large chunk of her life savings.
0:34:44 > 0:34:48One day, the elderly lady discovered the account had disappeared
0:34:48 > 0:34:53and after contacting the bank, they had told her the account had been closed.
0:34:53 > 0:34:55The bank was so categoric.
0:34:55 > 0:34:59The bank told her children that she had shut the account and they
0:34:59 > 0:35:03began to question whether she was in control of her faculties or not.
0:35:03 > 0:35:07Sarah got on the phone to the bank, hoping to sort the matter out
0:35:07 > 0:35:09quite quickly between professionals.
0:35:09 > 0:35:13Not really getting very far with my initial plan,
0:35:13 > 0:35:17I then had to arrange for my client to go into the offices
0:35:17 > 0:35:20and then when we were both sitting in the bank,
0:35:20 > 0:35:23this was the only way they'd agree to talk to me at all,
0:35:23 > 0:35:27they still refused to give us any information.
0:35:27 > 0:35:31Sarah was shocked at how the bank was treating her client.
0:35:31 > 0:35:34She was certainly being accused of lying
0:35:34 > 0:35:38and of trying to get money out of the bank that they didn't owe her.
0:35:38 > 0:35:41Undeterred by the bank's aggressive manner,
0:35:41 > 0:35:45Sarah arranged to go back and try and get some concrete answers.
0:35:45 > 0:35:49When I went back, I still got no cooperation
0:35:49 > 0:35:52until I threatened to call the police.
0:35:52 > 0:35:56It was only after she had staged her sit-in that there was a turn
0:35:56 > 0:36:01of events and within a few hours, the account was miraculously found.
0:36:01 > 0:36:05They said it had been an error in the merger
0:36:05 > 0:36:09and they said it was an IT error of copying data over
0:36:09 > 0:36:12and that is how the account had got lost.
0:36:12 > 0:36:15Thankfully, a happy ending to this story
0:36:15 > 0:36:18but it could have finished very differently.
0:36:18 > 0:36:21I have to say, I do not believe for a minute that this lady would have
0:36:21 > 0:36:25got her money back unless someone else was involved in helping her.
0:36:26 > 0:36:29Since that one battle, Sarah has been inundated with
0:36:29 > 0:36:32pleas for help by people in the same situation.
0:36:32 > 0:36:36So many, that she's had to stop taking on any more cases.
0:36:36 > 0:36:41I have to say though it does show that just sheer perseverance can pay.
0:36:41 > 0:36:45But will it for Valentine Brown and his fight with Santander?
0:36:45 > 0:36:47So far, it's not looking good.
0:36:49 > 0:36:53What is clear from these stories is that it might be time for banks
0:36:53 > 0:36:57and other financial institutions to take a look at how long
0:36:57 > 0:36:59they keep customer records.
0:36:59 > 0:37:02Is six years really long enough in today's computerised world?
0:37:02 > 0:37:05And if not, should regulations be changed?
0:37:05 > 0:37:08The better record-keeping you have, the more likely
0:37:08 > 0:37:11you are to keep hold of your accounts.
0:37:11 > 0:37:16A trusted friend or family member who can help you verify
0:37:16 > 0:37:18the information could be helpful.
0:37:18 > 0:37:20Or just a spreadsheet of your own,
0:37:20 > 0:37:23but with everything documented with start dates, end dates,
0:37:23 > 0:37:25account numbers, all logged.
0:37:25 > 0:37:28And what do they think the banks can do?
0:37:28 > 0:37:30I think banks can do a few things.
0:37:30 > 0:37:34They should take the moral high ground. It is not a lot of money.
0:37:34 > 0:37:36They should make these situations right.
0:37:36 > 0:37:41These are people who have earned the right to have the benefit of the doubt and they didn't have that.
0:37:41 > 0:37:45And also they have to put in processes where any other situation
0:37:45 > 0:37:48like this is looked at in a more sensitive way.
0:37:48 > 0:37:52They should take the technology out of it and put human beings talking to human beings.
0:37:52 > 0:37:56I've passed all three cases over to the Financial Services Authority,
0:37:56 > 0:37:58who are now looking into them.
0:37:58 > 0:38:00The FSA say:
0:38:24 > 0:38:28Santander say they've adhered to all necessary regulations.
0:38:28 > 0:38:31So for now, this is the end of the road for Valentine and Les.
0:38:31 > 0:38:34- Valentine, how are you? Are you all right?- Pleased to see you.
0:38:34 > 0:38:37- Good to see you again, and you, Les. - Coming in for a cuppa?- I hope so.
0:38:37 > 0:38:40You haven't got a jammy dodger, have you?
0:38:40 > 0:38:43Being your birthday in a few days' time, I wish I had some better news.
0:38:43 > 0:38:45I'm not here now with your money.
0:38:45 > 0:38:48I haven't got a cheque for you and I haven't resolved the problem.
0:38:48 > 0:38:50But when you think about it,
0:38:50 > 0:38:54how many other people have you approached now to try and get this sorted out?
0:38:54 > 0:38:57- You've been just about every way, haven't you?- Yes.- Yes.
0:38:57 > 0:39:02I believe I've probably pushed this further than most of the other people.
0:39:02 > 0:39:06What I have done is highlighted a massive problem.
0:39:06 > 0:39:10Last year alone, there were 85 complaints about people,
0:39:10 > 0:39:13exactly the same as you, with Santander.
0:39:13 > 0:39:15Only four of them got their money back.
0:39:15 > 0:39:20That means there are 81 people out there, as well as you, who are saying, where's my money?
0:39:20 > 0:39:22That's just the people who have bothered to complain.
0:39:22 > 0:39:25They are probably an awful lot of people who have gone,
0:39:25 > 0:39:29"It's only 400 quid - whatever it might be - you must have withdrawn it, granddad."
0:39:29 > 0:39:32I think we're on the verge of a massive problem here.
0:39:32 > 0:39:35When you think of a big firm that's involved with all
0:39:35 > 0:39:41the money from the public and they lose some, it doesn't make sense.
0:39:41 > 0:39:45- I look back years ago and banking was reliable.- Yes.
0:39:46 > 0:39:49With computers today, I don't know, it just doesn't seem to be
0:39:49 > 0:39:55helping with the banking side of it that was done years ago.
0:39:55 > 0:39:58One of the big problems I've had with Santander is,
0:39:58 > 0:40:01I went back to them time and time and time again.
0:40:01 > 0:40:03It was driving me bonkers.
0:40:03 > 0:40:08I said to them, supply me proof that Valentine withdrew that money.
0:40:08 > 0:40:11They couldn't. At all.
0:40:11 > 0:40:13This is Santander's reason
0:40:13 > 0:40:16why they say they say you have drawn the money out.
0:40:16 > 0:40:22It's because in 2001 they stopped paying interest on that account to HMRC.
0:40:22 > 0:40:25Not good enough as far as I'm concerned.
0:40:25 > 0:40:29They said they only have to keep their paperwork for a certain amount of time.
0:40:29 > 0:40:31We are in a modern-day society now.
0:40:31 > 0:40:3410, 20, 30 years ago, before we had computers,
0:40:34 > 0:40:38they had to keep warehouses full of paperwork and boxes and everything.
0:40:38 > 0:40:42Nowadays, it's all on chips. You can store the contents of the British library on one computer.
0:40:42 > 0:40:44So to me, it's not an argument.
0:40:44 > 0:40:48I think it's time these financial institutions had a big shake-up
0:40:48 > 0:40:52and say OK, we need to keep concrete proof for a much longer period.
0:40:52 > 0:40:58I've got to be honest, what you and Les brought to the table here has opened my eyes.
0:40:58 > 0:41:01I didn't realise that this existed.
0:41:01 > 0:41:04I, like you, thought your money was safe. It's not.
0:41:04 > 0:41:07What we're doing now is scratching the surface and we are about to
0:41:07 > 0:41:10open up a great big wound for the banks and building societies.
0:41:10 > 0:41:14I appreciate it and I really hope, as you say, this is going to
0:41:14 > 0:41:18start something up and hopefully a few more complaints will come in.
0:41:18 > 0:41:20Sorry the news is not better.
0:41:20 > 0:41:24But hopefully, we're going to get some sort of good news in the near future.
0:41:24 > 0:41:27Keep us informed because we'd like to report on it.
0:41:27 > 0:41:28I'm going to keep my fingers crossed
0:41:28 > 0:41:31but I think your money will come back one day.
0:41:32 > 0:41:35We wrote to Santander and they said:
0:42:04 > 0:42:07I'm very pleased with the work that Dom has done.
0:42:07 > 0:42:09I think we've done as much as we can ourselves
0:42:09 > 0:42:11and we're fighting a giant, that's the trouble.
0:42:11 > 0:42:14Obviously, it proves that we aren't fiddling
0:42:14 > 0:42:17and obviously a lot of people have come forward
0:42:17 > 0:42:20so it proves there is something very wrong with Santander.
0:42:20 > 0:42:24Now, I may not have the good news I really wanted to give Valentine today
0:42:24 > 0:42:26but I think that's only a matter of time.
0:42:26 > 0:42:29In the meantime, I want to point something out to you.
0:42:29 > 0:42:32If you or anyone you know has got one of these passbooks,
0:42:32 > 0:42:36get down to the building society or bank and just double-check your money is there.
0:42:36 > 0:42:39If it's not, get on the phone to the Financial Ombudsman Service.
0:42:39 > 0:42:42In the meantime, I'm going to give this back to Valentine
0:42:42 > 0:42:44because I think good news will be coming his way.
0:42:44 > 0:42:47Just not today, that's all. Stick the kettle on, Valentine.
0:43:17 > 0:43:19Subtitles by Red Bee Media Ltd