Santander admits to major statement error

23 December 2010

High-street bank Santander has sent up to 35,000 account statements to the wrong addresses.

The bank blames a printing error for the glitch. It means that thousands of Santander customers have been sent details of names, current account numbers and transactions of up to three other customers.

Santander has labelled the mistake "embarrassing"  and the Spanish banking giant will write to the customers involved to apologise, and has reassured customers there is no risk of fraud as a result of the printing error and that this is a "one–off incident."

A Santander spokesperson says: "We are sorry for any inconvenience this has caused and have taken immediate steps to correct this. We take the security of customer and account information extremely seriously so any incident of this nature is treated with the highest priority."

The error could now land the bank with a huge fine from city watchdog the Financial Services Authority (FSA), which takes a tough line on companies that reveal customers' personal data.

This is not the first time Santander has come under scrutiny for its poor customer service: in the first half of this year, the Financial Ombudsman Service (FOS) received 245,000 complaints relating to the bank. In addition, it won the dubious honour of 'Worst Provider for Overall Customer Service' in this year's Moneywise Customer Service Awards.

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