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I'm helping my dad sort his finances out after my mum passed away a few days ago. My mum has a Santander investment which she took out a year ago. At that time we discussed what she wanted and she was adamant that she wanted a fix rate bond with no risk to capital.
I've looked at the investment today and what she was given was something with a varying rate of income and risk on capital value. (It's dropped 15%)
I've got cast iron evidence of the miss selling from details on the risk assessment form that was filled in with the advisor. (Mum ticked the 'No capital risk' box). Thing is, do I pursue this now or wait until I've got probate sorted and the investment transferred to my dad?
PP, sorry you're having to post in such sad circumstance. I had to arrange probate for my father when he passed away a year or so back so I've got some practical experience but hopefully you may get someone professional along soon.
If the Santander account wasn't in a joint name with your father then you may get some reluctance for them to discuss anything with you until you have probate granted.
For what it's worth I'd suggest a letter to them straight away setting out your complaint whilst you obtain probate. If you're lucky they may deal with you, if not you've lost nothing and have at least started the clock ticking for them (the time to resolve a complaint is something they are measured on by the FSA)
Once you have probate then there should be no obstacles to you dealing with the complaint, though you may have to be firm and keep a written record of all phone contact and follow up with letters by recorded delivery. Santander don't have the best record at the moment for complaint handling.
Hope things get resolved easily and this helps a bit