I recently retired as a senior lecturer at Nottingham Trent University, teaching mainly about crime and am not easily shocked but an experience my sister and I had with Santander bank has truly shocked me.

On the afternoon of 15 June 2021, my sister and went to the Nottingham, Clumber Street branch of Santander Bank. The purpose of our visit was to distribute money from the Estate of our late mother.

We were going to transfer money to the accounts of two of our sisters, who are both long term New Zealand residents. Unfortunately, were unable to do so. In light of the Covid situation, which is particularly bad in Nottingham and not wanting to return to the bank, given both my sister are pensioners and in high risk groups, in discussion with the bank worker, we decided the best way forward would be for the bank to issue two cheques that we could then post to New Zealand. The bank worker explained to us the advantages of having the cheques issued in New Zealand Dollars, rather than in Sterling. Two cheques were issued.

We entered the Clumber Street branch of Santander Bank. The purpose of our visit was to distribute money from the Estate of our late mother.

This complaint relates to two cheques issued by that branch. We were going to transfer money to the accounts of two of our sisters, who are both long term New Zealand residents. Unfortunately, were unable to do so. In light of the Covid situation, which is particularly bad in Nottingham and not wanting to return to the bank, given both my sister are in high risk groups, in discussion with the bank worker, we decided the best way forward would be for the bank to issue two cheques that we could then post to New Zealand. The bank worker explained to us the advantages of having the cheques issued in New Zealand Dollars, rather than in Sterling. Two cheques were issued.

Later that day, we told our sisters would be posting them the cheques but one of them said, New Zealand banks are no longer accepting overseas cheques.

The following day my sister cancelled the cheques. However, charges of around £3,000 were deducted by the bank. We have complained to the bank about these excessive and hugely unfair charges but have just been called by Emma Cordingley from the Banks, Glasgow, Head Office, telling me, we will not receive a refund. We accept we should pay some charges but certainly not around £3,000.

Our mother, who died in terrible circumstances, would be appalled by the behaviour of the bank.

The following day my sister cancelled the cheques. However, charges of around £3,000 were deducted by the bank. We have complained to the bank about these excessive and hugely unfair charges but have just been called by a worker from the Banks, Glasgow, Head Office, telling me, we will not receive a refund. We accept we should pay some charges but certainly not around £3,000.

Our mother, who died in terrible circumstances, during the height of Covid outbreak, would be appalled by the behaviour of the bank.

A complaint has been made to the Financial Ombudsman Service, with my MP copied in.