What was santander called before

We successfully rolled out NeoCRM, our customer relationship management tool, which allows our customer to engage with us through any channel and be able to pick up the conversation where they left off through any channel. As part of our omni-channel customer experience we launched investment Hub, a digital end-to-end mortgage application process, the kabbage online loan platform and rolled out a new customer relationship management tool.

As part of our ongoing digitisation focus, we launched the kitti and spendlytics apps and were one of the first banks to support Apple Pay. Santander UK Group Holdings plc established as part of our new operating structure, to create a 'single point of entry' in case of resolution. An investigation by the Daily Mail last year revealed the bank appears to have issues with record keeping when it comes to these accounts, meaning that vast numbers of people are being told such they cannot be traced even when they apparently have thousands of pounds in them, and have not been closed.

In the case of your mother's account, once we became involved the bank miraculously managed to trace it. Santander says this did not show up on your mother's passbook because as long as adequate identification is provided, passbooks don't need to be presented by customers for each transaction on the account. However, it should still have been able to confirm to you whether the account was closed or not — it certainly managed to tell us. The Financial Services Authority now the Financial Conduct Authority has said banks have an obligation to help customers find lost accounts — including those the bank says are closed.

The relationship with our customers is long-standing and built on trust and confidence. In difficult times, knowing the people who you borrow from and lend to is a distinct advantage. Our customers are also spread across the world. Santander operates in ten main markets where its strategy is to have critical mass, enabling it to operate efficiently and offer our customers the best products and services.