LONDON, United Kingdom
The Financial conductAuthority (FCA)UK has fined Santander more than £30m for “seriousfailings” in processing the accounts of its deceased clients.
According to FCA, Santander failed to transfer funds worth more than £183m to beneficiaries.
A total of 40,428 customers were directly affected.
“These failings took too long to be identified and then far too long to be fixed,” said FCA director Mark Steward.
Steward noted that once the company’s board and senior management found out, the problems “were fixed properly and promptly”.
But, he added, recognition of the problem took too long.
“The FCA will continue to be on the lookout for firms with poor systems and controls and will take action to deter such failings to ensure customers are properly protected.” He said.
Steward further said that the bank’s probate and bereavement processes had a limited ability to identify all the funds it held of a dead customer’s estate and suffered from failings to follow-up with representatives of dead customers, which increased the likelihood of the cases not being closed.
He added that there was ineffective monitoring of open cases to determine if they should be closed. This means a dead customer’s case would remain incomplete and funds would not be transferred to those who were entitled to them.
Additionally, some funds belonging to dead customers would not be identified and transferred to those who were entitled to them. These people would have been unaware the funds existed.
But, Santander says it has completed a “comprehensive tracing exercise” and has transferred the majority of funds in deceased customers’ accounts to their rightful beneficiaries.
The bank has also added compensatory interest where appropriate.
It is not known how much money is left to be transferred.
According to the bank, it had conducted a thorough review of its probate and bereavement processes and made a number of changes.