Bank security questions
Discussion
Interested to know if our experience today was normal now.
We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
Sounds like they handled it very badly. They are supposed to ask some questions, source of funds and destination, albeit most counter staff do it badly ,incedently you can decline to answer and they won't take further action unless your account in red flagged .
Edited by cliffords on Wednesday 6th September 22:04
sfella said:
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
Interesting that the bank clerk would disapprove of transactions that - their employer had allowed...In your position I'd have said something at the time. But the main mover behind all this is of course AML.
cliffords said:
Indecently you can decline to answer...
That probably wouldn't help 
It's fairly normal to be interrogated these days around any large transfers. Anti-money laundering and fraud prevention are the main reasons, although it can feel like they're just being deliberately obstructive. To be fair, the banks can't win; for everyone frustrated by the process there's someone else kicking off cos their gran transferred her life savings to some scammer and the bank 'should have stopped them'.
The lack of privacy and unprofessionalism you experienced is not acceptable though, and you should take that up with your bank.
The lack of privacy and unprofessionalism you experienced is not acceptable though, and you should take that up with your bank.
anonymous said:
[redacted]
If you've ever watched 'Scam Interceptors' it's quite horrifying how people get drawn in. https://www.bbc.co.uk/programmes/m00164f1I would complain.
You wont get anything, but it might get some extra training.
We paid our mortgage off in person as it was over the limit we could do online and were treated well, into managers office, offered a drink, general chit chat etc. In fact not really many security questions just ID, and a few perfectly normal questions.
Going through statements is out of order IMO. It does nothing to improve the security of the transaction and if they do need to do it then it should be done in a much more professional manner.
You wont get anything, but it might get some extra training.
We paid our mortgage off in person as it was over the limit we could do online and were treated well, into managers office, offered a drink, general chit chat etc. In fact not really many security questions just ID, and a few perfectly normal questions.
Going through statements is out of order IMO. It does nothing to improve the security of the transaction and if they do need to do it then it should be done in a much more professional manner.
sfella said:
Interested to know if our experience today was normal now.
We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
I think you're probably reading way too much into the "frowning/clear opinions on your spending" (I mean, unless you have regular payments to Kitten Killers Monthly or "Latex Today"). Transactions on your bank statement only tell you the vendor, not what you paid for.We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
The privacy questions are probably related to AML. For some reason when stupid people do stupid things the banks are being held responsible. So they are doing ever increasing checks to try and protect stupid people from themselves.
Countdown said:
sfella said:
Interested to know if our experience today was normal now.
We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
I think you're probably reading way too much into the "frowning/clear opinions on your spending" (I mean, unless you have regular payments to Kitten Killers Monthly or "Latex Today"). Transactions on your bank statement only tell you the vendor, not what you paid for.We went into our local bank to make a transfer for a property purchase. As soon as amount was mentioned we were ushered round the corner, not an office just round the corner.
Quite quickly the bank clerk wanted to know where we had got the money from. I didn't realise as I couldn't see the screen but partner could and she was scrolling through our accounts and frowning at various transactions.
This seems very intrusive to spend money we have had in their bank for some time with no questions asked when we twice as much on a cheque.
We were transferring to a solicitor and had the statement with us showing amounts and bank details so no doubt as to what we were doing to justify questions.
The lack of privacy for very personal questions and the frowning/clear opinions on our spending has me pretty pi55ed
The privacy questions are probably related to AML. For some reason when stupid people do stupid things the banks are being held responsible. So they are doing ever increasing checks to try and protect stupid people from themselves.
As for the privacy aspect, not sure what type of branch you went into but more and more often branches are moving away from having private rooms to take customers into due to a lack of customer footfall meaning they are downsizing and moving location. Perhaps it would have been better to ask you if you were ok discussing the transfer where the person was stood and offered you the option of moving somewhere more private.
Paid off almost all of our mortgage with the Nationwide, phoned them up on their head office line, got the settlement figure for the date we wanted it paid. Spoke to a very helpful lady who gave me all the details re banking codes and account numbers that I would need, never once did she ask me where the money was coming from. Transaction went through without a hitch, Direct Debit was automatically amended to leave the fixed rate small amount to be left to pay. All went very smoothly, however OP I have a local branch of the Nationwide that I rarely visit because even though I've been with them over 22 years the TV adverts extolling the fact they are Britain's biggest and friendliest lender does not reach down to my local branch. Visited them twice in 10 years spoke to different people obviously and always left with the impression they were doing me a favour. Now cue the fact that I've paid them a sum of money to finish the major part of the mortgage I get bombarded with 'do I want a loan for House/Car/Holiday of a lifetime/etc.etc. I just ignore them........................................
Bank staff can go to prison if they fail to report even a "suspicion" of money laundering, and will be in big trouble if they don't follow their banks AML procedures. They are protecting you, but also themselves. Bear in mind that money laundering is used not just to conceal proceeds of crime but also to conceal terrorist funding. AML procedures are there to protect all law abiding citizens. It's a pain for them as well as their customers, but it is critical for a civilised society.
By chance I received a generic feedback email the same evening. Filled it in with low score and accurate description. Next morning a 'senior manager' called, went through it,listened to my issues and gave me £50. Wasn't after money but wasn't going to say no. She seemed to understand I was nnoyed at how and where questions were asked.
Totally agree about AMl and appreciate staff can get in trouble but source of funds when it's been in their bank and checking our spending doesn't seem relevant. Not once we're we asked about receipient.
Anyway, behind us and resolved.
Totally agree about AMl and appreciate staff can get in trouble but source of funds when it's been in their bank and checking our spending doesn't seem relevant. Not once we're we asked about receipient.
Anyway, behind us and resolved.
anonymous said:
[redacted]
This x1000.The branch staff cannot win in these situations.
They would have much rather just taken the request and made the transfer, they have a million and one other things to do. However they can’t and have to complete checks including making judgement calls on each situation.
The scammers have created this, not the banks and certainly not the member of staff on the frontline.
UrbanAchiever said:
Bank staff can go to prison if they fail to report even a "suspicion" of money laundering, and will be in big trouble if they don't follow their banks AML procedures. They are protecting you, but also themselves. Bear in mind that money laundering is used not just to conceal proceeds of crime but also to conceal terrorist funding. AML procedures are there to protect all law abiding citizens. It's a pain for them as well as their customers, but it is critical for a civilised society.
If money originated from AML/POC clear sources to begin with, what’s the issue?I can only assume it’s an issue if you try pay cash, or a big cheque from somewhere random, or a big inward payment from a non-UK regulated bank maybe?
When it’s solicitors cheques, savings accounts, etc, isn’t it pretty bloody obvious it’s ‘clean’ money already?
Mr Whippy said:
If money originated from AML/POC clear sources to begin with, what’s the issue?
The bank won't necessarily know whether the money going into my account is AML/POC clear. My wife gets regular deposits from family overseas - there's no way of HSBC knowing how that money was earned.Have even informed a bank in advance of a large transaction, vehicle purchase, told them who, how much, when and they confirmed it would be OK. Funds checked on the morning to make sure and more than sufficient. Still didn't stop someone in the security department getting the hump and blocking it. Meanwhile I'd travelled several hours on the train expecting to be able to drive back.
Customer service could see the earlier conversation giving notice and that the money was there and available. But computer says no. Only solution offered to resolve was to visit my branch in person as even the customer service person could not raise them on phone or email. A branch many hours away by train.
Customer service could see the earlier conversation giving notice and that the money was there and available. But computer says no. Only solution offered to resolve was to visit my branch in person as even the customer service person could not raise them on phone or email. A branch many hours away by train.
Mr Whippy said:
If money originated from AML/POC clear sources to begin with, what’s the issue?
I can only assume it’s an issue if you try pay cash, or a big cheque from somewhere random, or a big inward payment from a non-UK regulated bank maybe?
When it’s solicitors cheques, savings accounts, etc, isn’t it pretty bloody obvious it’s ‘clean’ money already?
Given your obvious insights, you know exactly why concerns exist. The OP undoubtedly encountered poor customer service and branch level training, but the controls exist for A. A good reason (as others posted). B. Regulatory sanction IF banks get it wrong. The later they are probably more concerned with. I can only assume it’s an issue if you try pay cash, or a big cheque from somewhere random, or a big inward payment from a non-UK regulated bank maybe?
When it’s solicitors cheques, savings accounts, etc, isn’t it pretty bloody obvious it’s ‘clean’ money already?
Criminal enterprise needs to get its I'll gotten gains into the financial system, from proper naughty down to minor league. Banks are the gate keepers to that. Tracking the money makes identification and conviction of crime easier. Bank counter staff are at the front line of money integration, obnoxious behaviour is a price ro pay.
AML / KYC process are universally badly implemented, but the thrust of the effort is well meaning. Potentially over zealous treatment by minimum wage branch staff is inevitable when training is so poor and sanction so high for getting it wrong.
Go up in size, then there are comedy levels of law enforcement over reach on things like AML / Sanction Abuse / Terrorist Financing - OFAC is probably the most feared organisation on the planet, it shouldn't manifest in branch level banking; but the basics of money laundering are the same be it a few k or billions..
Ignoring the obvious (on AML), slashing cost and branch network IS going to lead to negative customer outcomes. That is the question that banks need to balance.
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