‘Santander did not deal with my concern efficiently’
One reader was locked out of on the internet banking soon after mis-typing his particulars, and was told by a clerk at Santander that he could not aid 
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I am virtually 85 and endure from chronic kidney disease. I care for my wife who has practically comprehensive memory reduction. One particular investment she has is an online account, formerly with Bradford & Bingley, now Santander.
Lately, owing to podgy fingers perhaps, I have been unable to obtain access to this account. When I follow the method suggested, I am asked to print out and fill in a type and provide information, some of which I do not have.
In desperation we visited the neighborhood branch and gave them the data we do have. I was advised by the clerk that he could not help, although he did attempt. Final yr the balance was £1,195 and the interest £2.26 gross.
I dread the time will soon come when we want this funds as I will not be in a position to seem soon after my wife alone forever. Can you aid?
AH, West Sussex
You have electrical power of attorney for your wife. Clearly you have a great deal to deal with at existing and lifestyle is extremely difficult. Amid all this, it seems that you unintentionally disabled on the web entry to the account.
More to my involvement, the financial institution has now managed to send you the balance. As a gesture of goodwill, recognising that your inquiry was not dealt with appropriately in the very first instance, Santander is donating £35 to a hospice. It is also sending you and your wife a hamper.
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