Santander failed to pay interest on my account for four years Then, after writing to Santander several times, you had to remind it to send a welcome pack for the new Isa you were moving the money into. However, although your name, which incidentally had been wrongly spelt on previous documentation, was shown correctly on the transfer form, further down in bold type was someone else's. You neither know nor have anything whatsoever to do with that person and certainly would not want there to be any risk that your money might be transferred to her. Santander said the dormancy indicator had been applied to the account because no transactions had taken place for five years. In accordance with its process at the time you were not informed before the dormancy indicator was imposed. These days the bank says it writes to customers alerting them to what is about to happen. Once the account becomes dormant, no correspondence is issued, which explains why you hadn't heard anything about the account. Because the bank followed procedures applicable at the time it is not upholding your complaint. The letter you now received about this, however, made it seem that the bank was accepting that it should have contacted you. A further letter is being sent setting out the bank's true position as described above on this issue. However, bearing in mind the disappointing service you have received recently and the errors, including the incorrect registration of your name, as a gesture of goodwill it is prepared to pay the equivalent of the interest that your Isa could have earned during the 42 or so months the indicator was in place. This comes to £42 6. Off the back of this the bank is looking again at its Isa welcome pack.