01922420057

these people call 3-4 times daily and leave no message.

Just had a call from this number who claimed they were calling from my bank... is there any connection between them and banks?  He asked for my address which I refused to give saying if you're my bank you would already have that info.  I asked could he let me know why my bank are calling prior to me confirming I am myself... like for eg is it a new product or a problem with my account, etc?  He said he could not even give me a general reason for the call for security reasons....!  How odd!  Having then dialled 1471 this number came up, I called it back and there is a recorded message saying "you have been called today by Homeserve.  We will try to call again later".... Clearly homeserve are not my bank and from having done a search for the number online I've ended up here... Very odd.  Would have been better if he had just said he was from an insurance company.  I wouldn't have been so guarded then.

http://www.bbc.co.uk/news/business-14065411

Npower and Homeserve face abandoned calls inquiry

The fines for making silent or abandoned calls have recently been increased
Continue reading the main story
Related Stories

Fines for silent calls up to £2m
Npower and Homeserve are facing investigations by the communications regulator for making abandoned calls.

The energy company and home maintenance firm, which have nine million customers between them, have been accused by Ofcom of "persistent misuse" of communications equipment.

These calls often occur when firms dial several numbers at once but then fail to have a staff member lined up to speak when a call is answered.

Both firms said cases were infrequent.

Warning
Call centres use automated dialling equipment to make dozens of calls at once, but these brought thousands of complaints from people who received repeated silent or abandoned calls when staff were unavailable.

Continue reading the main story
What are silent or abandoned calls?

Call centres use automatic diallers to contact large numbers of people.

When the call is answered, the recipient is put through to an operator.

But the person at home can find there is nobody on the line if there are not enough staff at the call centre to actually speak to them.

Silent calls leave the line empty, but abandoned calls play a recorded message.

Although the use of automated systems will not be banned, companies have been told by Ofcom to employ such practices more carefully.

In February, the maximum fine for regularly making these silent or abandoned calls was raised to £2m.

Now Ofcom has said it has reasonable grounds to believe that Npower and Homeserve had broken the rules.

It believed that both had "persistently misused an electronic communications network or services by virtue of its use of an automated calling system" between 1 February and 21 March.

Response
Ofcom suggested that Homeserve repeatedly called people within a 24 hour period and that Npower played recorded marketing messages if nobody from the call centre came on the line.

Both companies have until 10 August to make their case to Ofcom.

Homeserve, which provides emergency plumbing and boiler repairs, admitted to the BBC that it had been in breach of the regulations for a very short period.

"Homeserve confirms that this limit was exceeded by a single outsourced supplier. This fact was uncovered by our own internal audit processes, and was remedied immediately upon discovery," a spokeswoman said.

It said its systems were now fully compliant.

A spokeswoman for Npower said: "Our average abandoned call rate is consistently below Ofcom's 3% rule. Their concerns only relate to a few random individual days where we have exceeded this level."

Barclaycard received the biggest penalty allowed under the old rules of £50,000 in September 2008.

You can complain to Ofcom about silent calls here: https://stakeholders.ofcom.org.uk/tell-us/webflow/silent-calls/

http://www.bbc.co.uk/news/business-14065411

Npower and Homeserve face abandoned calls inquiry

The fines for making silent or abandoned calls have recently been increased
Continue reading the main story
Related Stories

Fines for silent calls up to £2m
Npower and Homeserve are facing investigations by the communications regulator for making abandoned calls.

The energy company and home maintenance firm, which have nine million customers between them, have been accused by Ofcom of "persistent misuse" of communications equipment.

These calls often occur when firms dial several numbers at once but then fail to have a staff member lined up to speak when a call is answered.

Both firms said cases were infrequent.

Warning
Call centres use automated dialling equipment to make dozens of calls at once, but these brought thousands of complaints from people who received repeated silent or abandoned calls when staff were unavailable.

Continue reading the main story
What are silent or abandoned calls?

Call centres use automatic diallers to contact large numbers of people.

When the call is answered, the recipient is put through to an operator.

But the person at home can find there is nobody on the line if there are not enough staff at the call centre to actually speak to them.

Silent calls leave the line empty, but abandoned calls play a recorded message.

Although the use of automated systems will not be banned, companies have been told by Ofcom to employ such practices more carefully.

In February, the maximum fine for regularly making these silent or abandoned calls was raised to £2m.

Now Ofcom has said it has reasonable grounds to believe that Npower and Homeserve had broken the rules.

It believed that both had "persistently misused an electronic communications network or services by virtue of its use of an automated calling system" between 1 February and 21 March.

Response
Ofcom suggested that Homeserve repeatedly called people within a 24 hour period and that Npower played recorded marketing messages if nobody from the call centre came on the line.

Both companies have until 10 August to make their case to Ofcom.

Homeserve, which provides emergency plumbing and boiler repairs, admitted to the BBC that it had been in breach of the regulations for a very short period.

"Homeserve confirms that this limit was exceeded by a single outsourced supplier. This fact was uncovered by our own internal audit processes, and was remedied immediately upon discovery," a spokeswoman said.

It said its systems were now fully compliant.

A spokeswoman for Npower said: "Our average abandoned call rate is consistently below Ofcom's 3% rule. Their concerns only relate to a few random individual days where we have exceeded this level."

Barclaycard received the biggest penalty allowed under the old rules of £50,000 in September 2008.

You can complain to Ofcom about silent calls here: https://stakeholders.ofcom.org.uk/tell-us/webflow/silent-calls/

Follow up to my previous message on 6 July.

Santander responded to my complaint. They confirmed that Homeserve is a linked organisation with Santander. They confirmed that my mortgage specifies 'no marketing' but that this hadn't been correctly entered in their central database. They apologised. They have corrected their database and Homeserve's database. They sent me some financial compensation.

Homeserve prentending to be Santander

"Homeserve" pretending to be Santander!
Thread Stats
Views:
2,840
WW Factor
Coming Soon...
Share This Thread:
 I received a phone call earlier today on my mobile phone from an 01922 number. When I answered the phone a man claimed to be calling from Santander and said he needed to ask me some security questions.

I recently set up a bank account and mortgage on a house with Santander, but the house in question is currently unoccupied as it's having work done to it. I do not currently live at the address with the Santander mortgage. For those reasons I had no problem giving him the first line of my the address and postcode where I am staying. When I gave him my address, he said "We have a different address on our system" and he went on to tell me the address of my unoccupied house with the Santander mortgage. I thought that was very unprofessional as I could have been anybody. He then started asking quite personal questions such as "When will you be moving into the house?", etc. He then said "No worries, this is only a courtesy call" and hung up!

I searched the internet when I got home and it seems this number is "Homeserve", a company which offers home emergency insurance cover. I've found other people who have been called by this same number claiming to be Santander, many of them have complained.

I'm furious with Santander who obviously passed on my details, and this Homeserve company who clearly deliberately pretended to be Santander and potentially gave away sensitive information.

Someone else who was called by Homeserve did make an official complaint to the company and was able to get a copy of the recording of the phone call. How would I go about doing this?
     
 
        
#2 paytheman2020   17-01-2011, 6:55 PM
MoneySaving Newbie

Join Date: Jan 2011
Posts: 1
Thanked 0 Times in 0 Posts
I had a call today saying the same....
This company called and said its Santander and absolutely no mention of Homeserve. She said there was a special offer of cover for boiler, heating, plumbing, infestation, etc for a cost of £1 for the first three months and about £10 for 9 months. I though it sounded good and proceeded. When it came to bank details, I hesitated, and said could she send details through the post and I will follow up on the offer once I had a chance to review the info. I also said that I have cover for these things else where, but £1 a month for 3 moths and cancel at the end seemed too good to pass over.

When I refused to give my bank details, she said thanks and hung up. I rang the telephone number, it turns out to be Homeserve. This is a con and I will be complaining to both Santander and Homeserve for mis information.
     
 
        
#3 mark_glh   09-04-2011, 8:20 PM
MoneySaving Newbie

Join Date: Oct 2009
Posts: 10
Thanked 3 Times in 2 Posts

the exact same thing happened to me yesterday. I refused to give him my bank details and said i'd be happy for him to email me from his santander email account with the appropriate details. He made some excuse about not having that facility (email!?).
     
 
        
#4 Techhead   09-04-2011, 9:35 PM
Serious MoneySaving Fan


Join Date: Sep 2010
Location: North Somerset
Posts: 784
Thanked 379 Times in 273 Posts

Its quite normal for banks to use third parties for marketing, customer service, card activation etc. Homeserve are such a third party.

You might be interested to know that banks use third parties for lots of functions like compiling and printing statements.
     
 
        
#5 aheaton46   10-04-2011, 10:14 AM
MoneySaving Stalwart


Join Date: Jul 2009
Posts: 351
Thanked 465 Times in 193 Posts

Quote:
Originally Posted by Techhead  
Its quite normal for banks to use third parties for marketing, customer service, card activation etc. Homeserve are such a third party.

You might be interested to know that banks use third parties for lots of functions like compiling and printing statements.
Homeserve are not such a third party. The functions you listed are for the core services of a bank. The phone calls received are from a seperate company providing a seperate service.

Santander have clearly come to some arrangement with HomeServe, where they are passing on customre contact details. Homeserve then pretend to be Santander on the phone, but in reality still need to take account details and I would hazard a guess that any contract will be direct with HomeServe.
     
 
The Following 2 Users Say Thank You to aheaton46 For This Useful Post: Show me >>    
        
#6 workingonadream   13-04-2011, 6:26 PM
MoneySaving Newbie

Join Date: Apr 2011
Posts: 2
Thanked 1 Time in 1 Post

Have been getting a lot of calls from Homeserve on 01922 420 057 this evening I answered and was told it was Santander (my bank) calling, customer service, offering a deal for three months as described above. Asked for "security details". I declined the offer. I called Santander this evening "complaints". They denied that they have passed my details onto Homeserve. They denied they knew this company. They said they could not help as there was nothing stopping anyone saying they are Santander, and it was up to me to be vigilant. I also spoke with a supervisor. I pointed out they should therefore alert customers or post a warning on the website. Of course they said they had not received any complaints (at first), then admitted "had not personally" but yes they were aware.

Then called Homeserve number 0800 24 7 999 spoke with them. I told them I had received calls. She told me the number 01922 420 057 was a call back number - but was not active. Also told me in detail that they were under instruction from Santander to contact Santander customers and "pretend" to be from Santander. Also told Santander customer details were passed from Santander to Homeserve. Homeserve are not anything to do with Santander only an agent selling insurance.I would add that this conversation I recorded. I asked the person to repeat the process and confirm that Santander details were passed to Homeserve, and Homeserve were under instructions from Santander to pretend to be Santander to sell services via Homeserve. In effect selling me what I already have in home insurance. However Santander denied it.

Recording available.

I then asked for my details to be removed - which they did.
Last edited by workingonadream; 13-04-2011 at 6:30 PM.
     
 
The Following User Says Thank You to workingonadream For This Useful Post: Show me >>    
        
#7 GSDog   14-04-2011, 11:12 PM
MoneySaving Convert


Join Date: May 2010
Posts: 115
Thanked 46 Times in 27 Posts

Quote:
Originally Posted by workingonadream  
Have been getting a lot of calls from Homeserve on 01922 420 057 this evening I answered and was told it was Santander (my bank) calling, customer service, offering a deal for three months as described above. Asked for "security details". I declined the offer. I called Santander this evening "complaints". They denied that they have passed my details onto Homeserve. They denied they knew this company. They said they could not help as there was nothing stopping anyone saying they are Santander, and it was up to me to be vigilant. I also spoke with a supervisor. I pointed out they should therefore alert customers or post a warning on the website. Of course they said they had not received any complaints (at first), then admitted "had not personally" but yes they were aware.

Then called Homeserve number 0800 24 7 999 spoke with them. I told them I had received calls. She told me the number 01922 420 057 was a call back number - but was not active. Also told me in detail that they were under instruction from Santander to contact Santander customers and "pretend" to be from Santander. Also told Santander customer details were passed from Santander to Homeserve. Homeserve are not anything to do with Santander only an agent selling insurance.I would add that this conversation I recorded. I asked the person to repeat the process and confirm that Santander details were passed to Homeserve, and Homeserve were under instructions from Santander to pretend to be Santander to sell services via Homeserve. In effect selling me what I already have in home insurance. However Santander denied it.

Recording available.

I then asked for my details to be removed - which they did.
Well done for recording the phone call. Can I ask how you did that? I wish I could have recorded the phone call which I received a couple of days ago from Homeserve yet again (01922 420057). The woman on the phone did exactly what I described in my opening post and immediately claimed to be calling from Santander. I specifically asked her several times if she was actually "Homeserve" but she completely denied it. She assured me several times that she was Santander. I told her that the phone number she was calling from was registered to Homeserve. She then said that "Homeserve are the underwriters of the policy. However, we are Santander".

I find it very interesting how the last time they called me was almost exactly four months ago and I told them that I would be moving into the property around April. I suspect that they put that information on file which is why they've conveniently called me again this month.

I've also told them to remove all of my details and I told her that I thought she was being very misleading and I didn't believe she worked for Santander.
Last edited by GSDog; 14-04-2011 at 11:18 PM.
     
 
        
#8 GraceCourt   14-04-2011, 11:50 PM
MoneySaving Convert


Join Date: Feb 2006
Posts: 90
Thanked 62 Times in 31 Posts
Never, never , NEVER answer security questions unless YOU phone THEM!
Folks,

The title says it all... never provide substantial personal data in response to those sorts of "security question" when someone rings YOU, unless they are so low-level as to be relatively risk free.

For example... "What is your date of birth?" is unacceptable, but "In what month were you born?" is probably OK if you know what they are ringing about because you were expecting a call from that company or financial institution.

Similarly, "What is your online banking passcode?" is unacceptable, but "What is the fifth letter of your online banking password?" might well be acceptable.

I have a complaint running with Santander* on exactly this subject - I was appalled to be asked (by a woman who turned out to be a genuine member of staff from their Fraud Department, who called stating that she was from Santander) for my full date of birth, which - of course - I refused to give. She responded by stating that she "... wouldn't be able to deal with the matter, then" and hung up. This "nice" woman then suspended my access to my online banking because "she had been unable to contact me"! I actually had been discussing a matter involving Santander with an adjudicator from the Financial Ombudsman Service about an hour before that call, and reasonably assumed that she was ringing about that (entirely unconnected) matter, so I didn't call them back.


* Yes, I know...! They are the most appalling bank that I have ever had the misfortune to hold accounts with, but they are all legacy accounts - originally Abbey National, and Alliance & Leicester.
     
 
        
#9 workingonadream   19-04-2011, 12:49 PM
MoneySaving Newbie

Join Date: Apr 2011
Posts: 2
Thanked 1 Time in 1 Post

My bank Santander completely denied that my details had been passed to Homeserve. Even the security department called to confirm this was something they would not do. However I gave them some links to forums where people like me/us were experiencing the same thing. Still even tried to deny they had. I spoke with Homeserve, recorded the conversation, and they could not have been more clearer, they had been instructed to "pretend" to be Santander.

Ironically when I called Santander they would not take my complaint further, as I failed the security test to verify who I was. Asked me what year I opened my account (said either 1985/86), then failed to be able to tell them exact amount in my account, only then did I go online to check, and was told it was too late I had failed and they would no longer talk with me!!!

http://forums.moneysavingexpert.com/showthread.php?t=2926538

Homeserve's details:

http://www.companiesintheuk.co.uk/ltd/homeserve-membership

HOMESERVE MEMBERSHIP LIMITED
CABLE DRIVE
WALSALL
WS2 7BN

Companies House Number: 02770612

Directors:
http://www.levelbusiness.com/doc/company/uk/02770612

MR ALEXANDER PETER MAREK RUDZINSKI
MR DAVID JOHN WELLINGS
MISS ANNA MAUGHAN
MR DAVID HAMID
MR GARETH VICTOR HAVER
MR MARTIN JOHN BENNETT
MR JONATHAN FLORSHEIM
DAVID MARTIN JACKSON
MR RICHARD DAVID HARPIN

Called and asked for me, my son gave me the phone and they put the phone down.

I have just moved into a house using Santander for my mortgage. I had a few missed calls from Santander last week and then in the last 2 days I have recieved a few calls from 01922420057 (homeserve) I finally answered and they asked to speak with my partner, I told him he had the wrong number and he hung up. If i recieve any more i shall be making a complaint to Santander

Complain to the Information Comissioner.
This company openly ignores any Telephone Prefrence Service agreement, so report them via this webpage.

http://www.ico.gov.uk/complaints/privacy_and_electronic_communications.aspx

HomeServe plc
Cable Drive
Walsall
WS2 7BN
+44 (0) 1922 426262

The more peole complain the quicker the calls stop. Do it, it does make a difference.

I get a call from this number twice a day and I never answer but they still continue to call.  I reckon they have been trying for about a month now.  Very annoying but easy to avoid as the number appears in the display.

This number just called me for the first time. I thought companies weren't allowed to call people if they have no dealings with them? I am ex-directory and TPS registered but it doesn't seem to make any difference. Southern Energy have to be the worst though...

This number keeps ringing my mobile, I just let it go to voicemail, it must be costing them, 6 calls to date.

This number just called me for the first time. I thought companies weren't allowed to call people if they have no dealings with them? I am ex-directory and TPS registered but it doesn't seem to make any difference. Southern Energy have to be the worst though...

Please stop calling me - you were ver yrude on the phone to me and I do not want your services

they keep calling me and then they hang up. Very annoyoing

This number has been calling me on my mobile about 5 times a day for the last 5 days. Still haven't built up the courage to answer. I will wait until my 2 year old is around and they can talk to him - it will be a politer phone call than if I answered!

called 3 times, leaves no message

i got a call from this number & it left an automated voice measage .......how can i stop this

After initial call from 01922420057 beginning "don't be alarmed" I rang the homeserve no 08451469372 & asked them to remove me from their "list" & any 3rd party lists....3 weeks call free now with fingers crossed. So my advice is ring them & ask them to remove you, be pleasant but firm (the individual is not the problem) & hey presto, job done.

Brilliant had 13 calls from them so far