Keeping a check on Santander cheques can be hard

Yet the majority was personal and the cheque is still a popular method of payment. In some cases, it is the only practical way to transmit money.

To users, even occasional ones, imagine the frustration and inconvenience if no follow-on cheque book arrives.

Computer systems should automatically be programmed to despatch one when a given percentage in a book has been used.

If a higher number of cheques is written than usual, there should be a helpful form to complete to request a new cheque book, which can be posted or handed into a branch.

Spanish bank Santander, which took over the popular Abbey, Alliance & Leicester and part of Bradford & Bingley, operates in a quite different way but does not share its arrangements with customers.

Whilst its computer keeps a record of cheque books issued, if a request is made for a new one, the obvious courtesy would be enquire if earlier ones have been received and possibly mis-placed.

If the customer is unaware of such despatch, the loss of a cheque book could be a sign of fraud. Santander makes no such enquiries.

To compound matters, unlike its rivals, no application form for a new cheque book is placed in any book. If telephone enquiries are made to a branch, the practice is not to divulge the manager’s name.

The length of time from request to delivery of a cheque book is quoted appears uncertain with three alternative periods quoted by head office and two branches.

Is there no guidance note? Is it any surprise that Santander UK’s profits fell dramatically by 22 per cent in the first quarter?

Perhaps Santander’s sleepy practices are not up to the quality mark expected here.