Questions Of Cash: 'Santander say I'm no longer covered: what do I do?'

Q. I have been contacted by Santander regarding my investments. In November 2009, I invested in three property and stock market Guaranteed Growth Plans for a fixed term of five and a half years. I was told when I took them out that Santander was covered by the Financial Services Compensation Scheme. I have now been informed that this type of fixed term investments is no longer covered by the FSCS. Apparently this is the result of a change in government policy. I have been given the option of taking my money out because of these changes. I have also been contacted by the Yorkshire Building Society to explain that my savings with them, also in a fixed term bond, are still covered. I am wondering whether to move my investments. JP, Abergavenny

A. Santander explains: "As part of the FSA's review into structured investment products [published in October 2009], it was identified that the explanation of Financial Services Compensation Scheme cover for those products was a potential issue across the industry. Santander reviewed and clarified the likely extent of FSCS cover in documentation for these products from January 2010. Santander has proactively written to customers who took structured investment products with us after the onset of the financial crisis to clarify the extent of the FSCS and how it relates to their investment. We provided these customers with the same information as is now in the current standard documentation. Santander has taken the action it feels is appropriate to ensure our customers understand what cover they have. It is up to other providers of these products to decide whether they feel they need to change their wording, or indeed contact customers who took out structured products with them since the onset of the credit crunch. Santander UK plc is a large and well capitalised bank, with a variety of funding sources and a prudent approach to risk. The current ratings for Santander UK plc from the three main ratings agencies indicate that in their opinion it is a secure company." Santander customers can obtain further information on its special helpline number, 0845 600 3570.

Q. In August last year I booked a Superbreak cruise, which involved a stay in Bruges for five adults, for my 60th birthday celebrations. I was due to depart on 18 February this year, but I was notified on 15 February by Superbreak that the holiday was cancelled because there had been a fire on board the P&O ferry. I tried to rebook the same day, but nothing was available on the preferred dates. In the end I decided to rebook the holiday in March and was surprised to find that I was going to be charged £300 more. I was expecting compensation for such a late cancellation, not an increase in the charges. To make it worse, I checked the P&O update web page and found that the ferry had sailed as normal. All I want is my holiday, including the hotel, at the original price, but all I have been offered is £20 off another holiday. I complained to Superbreak, but my complaint was rejected. MR, Worksop.

A. Ian Mounser, Superbreak's sales director says: "[The reader] is now rebooked at the original hotel at the original price. The cancellation was based on information given by P&O. Subsequently it seems that she could have travelled as arranged." Superbreak apologises.

Q. I have just booked flights for my husband and myself to visit Malta in September, travelling via Air Malta. I authorised payment by Barclaycard, but just before I clicked for the final authorisation of payment I realised I had not included luggage. I went back to include the luggage, found there was no extra charge for this, checked the dates were still ok and then approved the payment. But afterwards I realised the final payment was less than I had expected, checked the details again and found that the flight dates had defaulted back to the cheapest options. These would involve us flying very early in the morning, which was not acceptable and not what we thought we were buying. I asked Barclaycard to cancel the transaction, but it said authorisation for this could only come from Air Malta. When I spoke to Air Malta, it agreed to amend the dates, but said this would cost an additional €130 (£115), plus taxes. To make things worse, I had to pay 50 pence per minute for a 17-minute international phone call to speak to the company. I have now booked the correct flights through ebookers, but I am stuck with the original and useless tickets at the cost of £216.82. DG, Brighton.

A. Air Malta has conducted a detailed investigation into the problems you encountered. It agrees that when you clicked the "back" button during the booking process, some of the booking parameters were reset to default positions. However, Air Malta says the booking process does allow customers to review their purchase prior to confirmation and payment. It also says that it could find no problems with its normal UK call centre service at the times you called. You tell us that Air Malta has now provided you with a full refund.

Q. The John Lewis Partnership issues vouchers every quarter, based on purchases used on its card. Unfortunately my vouchers for last month, worth £35, were thrown away by my wife into the paper recycling. I have asked the Card Services phone line for replacements, who told me they were sorry but nothing could be done. Can you help? TP, London.

A. HSBC operates the card for the John Lewis Partnership. It has agreed to arrange to replace the vouchers. It apologises that this was not done when you phoned.

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@

Suggested Topics
Susan Sarandon described David Bowie as
peopleSusan Sarandon reveals more on her David Bowie romance
Arsenal supporters gather for a recent ‘fan party’ in New Jersey
sportDidier Drogba returns to Chelsea on one-year deal
Arts and Entertainment
The Secret Cinema performance of Back to the Future has been cancelled again
Life and Style
Balmain's autumn/winter 2014 campaign, shot by Mario Sorrenti and featuring Binx Walton, Cara Delevingne, Jourdan Dunn, Ysaunny Brito, Issa Lish and Kayla Scott
fashionHow Olivier Rousteing is revitalising the house of Balmain
Arts and Entertainment
Christian Grey cradles Ana in the Fifty Shades of Grey film
filmFifty Shades of Grey trailer provokes moral outrage in US
BBC broadcaster and presenter Evan Davis, who will be taking over from Jeremy Paxman on Newsnight
peopleForget Paxman - what will Evan Davis be like on Newsnight?
Life and Style
fashionCustomer complained about the visibly protruding ribs
newsComedy club forced to apologise as maggots eating a dead pigeon fall out of air-conditioning
Arts and Entertainment
Jo Brand says she's mellowed a lot
tvJo Brand says shows encourage people to laugh at the vulnerable
Life and Style
People may feel that they're procrastinating by watching TV in the evening
Tovey says of homeless charity the Pillion Trust : 'If it weren't for them and the park attendant I wouldn't be here today.'
Rhys Williams
commonwealth games
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Senior Risk Manager - Banking - London - £650

    £600 - £650 per day: Orgtel: Conduct Risk Liaison Manager - Banking - London -...

    The benefits of being in Recruitment at SThree...

    £18000 - £23000 per annum + Comission: SThree: SThree, International Recruitme...

    Test Analyst - UAT - Credit Risk

    £280 - £300 per day + competitive: Orgtel: Test Analyst, Edinburgh, Credit Ris...

    Trainee Recruitment Consultants - Banking & Finance

    £20000 - £25000 per annum + OTE £40,000: SThree: SThree Group have been well e...

    Day In a Page

    Evan Davis: The BBC’s wolf in sheep’s clothing to take over at Newsnight

    The BBC’s wolf in sheep’s clothing

    What will Evan Davis be like on Newsnight?
    Finding the names for America’s shame: What happens to the immigrants crossing the US-Mexico border without documents who never make it past the Arizona desert?

    Finding the names for America’s shame

    The immigrants crossing the US-Mexico border without documents who never make it past the Arizona desert
    Inside a church for Born Again Christians: Speaking to God in a Manchester multiplex

    Inside a church for Born Again Christians

    As Britain's Anglican church struggles to establish its modern identity, one branch of Christianity is booming
    Rihanna, Kim Kardashian and me: How Olivier Rousteing is revitalising the house of Balmain

    Olivier Rousteing is revitalising the house of Balmain

    Parisian couturier Pierre Balmain made his name dressing the mid-century jet set. Today, Olivier Rousteing – heir to the house Pierre built – is celebrating their 21st-century equivalents. The result? Nothing short of Balmania
    Cancer, cardiac arrest, HIV and homelessness - and he's only 39

    Incredible survival story of David Tovey

    Tovey went from cooking for the Queen to rifling through bins for his supper. His is a startling story of endurance against the odds – and of a social safety net failing at every turn
    Backhanders, bribery and abuses of power have soared in China as economy surges

    Bribery and abuses of power soar in China

    The bribery is fuelled by the surge in China's economy but the rules of corruption are subtle and unspoken, finds Evan Osnos, as he learns the dark arts from a master
    Commonwealth Games 2014: Highland terriers stole the show at the opening ceremony

    Highland terriers steal the show at opening ceremony

    Gillian Orr explores why a dog loved by film stars and presidents is finally having its day
    German art world rocked as artists use renowned fat sculpture to distil schnapps

    Brewing the fat from artwork angers widow of sculptor

    Part of Joseph Beuys' 1982 sculpture 'Fettecke' used to distil schnapps
    BBC's The Secret History of Our Streets reveals a fascinating window into Britain's past

    BBC takes viewers back down memory lane

    The Secret History of Our Streets, which returns with three films looking at Scottish streets, is the inverse of Benefits Street - delivering warmth instead of cynicism
    Joe, film review: Nicolas Cage delivers an astonishing performance in low budget drama

    Nicolas Cage shines in low-budget drama Joe

    Cage plays an ex-con in David Gordon Green's independent drama, which has been adapted from a novel by Larry Brown
    How to make your own gourmet ice lollies, granitas, slushy cocktails and frozen yoghurt

    Make your own ice lollies and frozen yoghurt

    Think outside the cool box for this summer's tempting frozen treats
    Ford Fiesta is UK's most popular car of all-time, with sales topping 4.1 million since 1976

    Fiesta is UK's most popular car of all-time

    Sales have topped 4.1 million since 1976. To celebrate this milestone, four Independent writers recall their Fiestas with pride
    10 best reed diffusers

    Heaven scent: 10 best reed diffusers

    Keep your rooms smelling summery and fresh with one of these subtle but distinctive home fragrances that’ll last you months
    Commonwealth Games 2014: Female boxers set to compete for first time

    Female boxers set to compete at Commonwealth Games for first time

    There’s no favourites and with no headguards anything could happen
    Five things we’ve learned so far about Manchester United under Louis van Gaal

    Five things we’ve learned so far about United under Van Gaal

    It’s impossible to avoid the impression that the Dutch manager is playing to the gallery a little