Below are the most commonly asked questions about accessing your account and using our services abroad. Please click here to see how certain products you may hold will be impacted by your move. It is important that you take time to review this information and consider whether other products may now be better suited to your needs.
How do I?
Using your account abroad
You should take the time to read the information below to see how any product(s) you may hold could be impacted by your move abroad. You may wish to consider booking an appointment in branch for more information and for details of the options available to you.
If you haven't already, please visit Her Majesty's Revenue and Customs (HMRC) website for more information on any change to your tax status whilst you're away, or you can call them on +44 135 535 9022. You may be eligible for gross interest on banking, savings and fixed rate bond products, subject to completing and returning form R105 to us which is available on the HMRC website.
|123 Current Account||
|Reward, Travel Reward, Family Reward, Premium, Premier 50, Student (accounts opened between 5 July 2010 and 8 January 2012), Premier and Premier Direct with Travel Insurance||
|Savings Accounts, Fixed Rate Bonds, ISAs and Investments|
|Fixed Rate Bonds||
|Cash ISAs, Investments ISAs and Investments||
|123 Credit Card||
Before you leave you should sign up for telephone and online banking as both will help you manage your account remotely when you are no longer able to access a branch (see the 'How can I manage my account abroad' section below).
If you're not registered for Online Banking, please click here for more information on how to register.
Please note that our online and telephone banking services are not available for all products.
In order to register for our Alerts service, you need to be able to log on to Santander Online Banking.
If you're already registered for our Online Banking Service, you'll find details on how to set up your alert service in the 'Account Services' Tab.
It is important that you make sure your contact details, especially your mobile telephone number, are up to date, so that Santander can contact you while you are abroad should we suspect fraudulent activity on your account.
The easiest way to do this is to send us a secure message via Online Banking, visit your local branch, or call:
- Debit cards - 08459 724 724 (+44 1908 237 963) ^
- Credit cards - 08456 021 582 (+44 1512 648 725) ^
|Transaction||Number^||Opening hours (GMT)|
|Current Account, Investments and Savings Queries (including Cash ISAs, Investments [with exception of Premium] and online banking registration)||+44 1908 237 963||Mon-Sat 7am-11pm and Sun 8am-1pm (Investments Mon-Fri 8am-6pm and Sat 8am-4pm)|
|Premium Investments||+44 1908 698 253||Mon-Fri 8am-8pm and
Sat 9am - 5pm
|Credit Card Queries (including online banking registration)||+44 1512 648 725||Mon-Sun 7am-11pm|
|Mortgage Queries (including online banking registration for Flexible off set mortgages)||+44 1908 719 108||Mon-Fri 8am-7pm and Sat 9am-2pm|
|Insurance Queries||Please refer to the specific policy document||Please refer to the specific policy document|
|Personal Loan Queries||+44 1908 719 137||Mon-Fri 8am-6pm and Sat 8am-4pm|
|Online Banking and Santander Secure Support||+44 1908 238 013||24 hours a day|
|Telephone Banking Services||+44 1908 237 963||Mon-Sat 8am-8pm and Sun 8am-4pm|
|Making a Complaint||+44 1908 375 039||24 hours a day|
|Lost or Stolen Cards||
+44 1908 237 963 (Debit cards)
+44 1512 648 725 (Credit cards)
|24 hours a day|
|Typetalk||+44 151 494 1260 (followed by the relevant number above when requested by an operator)||As above for relevant number|
(Please bear in mind that international calls will often incur a charge from your operator)^
When you move abroad, you will no longer have access to a branch. The table below explains some of the transactions that can be carried via our Online and Telephone Banking services.
|Transaction||Via Online Banking||Via Telephone Banking|
|Request a Replacement Card||Yes*||Yes*|
|Request a New Pin||No||Yes*|
|Activate new Debit/ Credit Card||Yes||Yes|
|Register for Telephone and Online Banking||No||Yes|
|Request Replacement Chequebook||Yes*||Yes*|
|Order Duplicate Statements||Yes||Yes|
|Setup/ Pay/ Amend/ Cancel Bills, standing orders, direct debits and transfers||Yes||Yes|
|Set up Account Alerts||Yes||No|
|Switch to Paperless||Yes||Yes|
Whilst abroad, your post will be sent to your new address as normal*. However, it is possible to switch to paperless so you can receive your statements and summaries online. Bear in mind, we will still need an up-to-date contact address so that other items, for example new cards, can be sent to you whilst you are away*.
You will also be able to access ATM machines whilst abroad, though for most accounts this will incur a transaction fee. Click here for more information on using your card abroad. Alternatively, see the question below.
Whilst abroad, as you are unable to access a UK branch, there may be certain transactions that you cannot carry out. Please contact us for more information.
* A small number of our customers who move abroad, move to a country that is considered by us as being at 'high risk' of fraud. If this is the case for you, then we may not be able to complete all the actions shown in the table above. In these instances, we will write to you.
There are a number of ways you can obtain your IBAN number:
In Online Banking: Log on to Online Banking, choose the 'Account Services' tab at the top of the page and select 'Account requests' from the left hand menu. Then click 'View details (BIC & IBAN)'.
On your Paper Statement: It is printed on the first page of your monthly statement under 'your account summary'
By Telephone: Call us on 0845 972 4724^ (+44 1908 237 963). We're available Monday to Saturday from 7am to 11pm and Sunday 8am to 10pm
Can I use my card abroad?
If you're planning a trip abroad, especially outside of the EU, and want to make sure your debit/credit card works just the same as it does at home, it's advisable to discuss your card usage by calling us on 0845 972 4724^ (International telephone number +44 1908 237 963^). We're open Monday to Saturday from 7am to 11pm and Sunday 8am to 10pm.
You can use your Santander cash card abroad in machines displaying the Cirrus symbol.
You should know that:
- For cash withdrawals, in another currency; you will be charged a non-sterling transaction fee of 2.75% of the value plus a non-sterling cash fee of 1.5% of the value (at least £1.99)
- You are able to make cash withdrawals of up to £300 per day from the Cirrus network
- Only your primary account can be accessed via the Cirrus Network
To find cash machines abroad, visit: www.link.co.uk. Please note, Santander cannot be held responsible for information displayed on other websites.
You're able to use your Visa Debit Card in the Visa worldwide network of cash machines and with merchants displaying the VISA sign.
You should know that:
- For purchases abroad or online in another currency you will be charged a non-sterling transaction fee of 2.75% of the value plus a non-sterling purchase fee of £1.25 for each transaction
- For cash withdrawals in another currency, you will be charged a non-sterling transaction fee of 2.75% of the value plus a non-sterling cash fee of 1.5% of the value (at least £1.99)
- For adult current account customers paying in at least £500 each month, withdrawals from Santander cash machines in Spain are free of charge.
To search for a VISA cash machine, wherever you are in the world, visit:
Please note that Santander cannot be held responsible for information displayed on other websites.
You should know that:
- For purchases abroad or online in another currency you will be charged a non-sterling transaction fee of 2.95% of the value of the transaction
- For cash withdrawals, in another currency, you will be charged a non-sterling transaction fee of 2.95% of the value plus a non-sterling cash fee of 3% of the value (at least £3.00)
Please note there is no interest free period on cash withdrawals and interest will be charged from the date of withdrawal
You are charged absolutely no foreign exchange fees - so what you see is what you pay. This will be the £ Sterling equivalent, depending on the exchange rate at the time of the transaction.
If you experience any problems registering or using Santander Secure then call the following numbers:
- If your sort code is 09-01-3x then call: 0844 561 9736^ (+44 1908 238 013)
- For any other sort codes then call: 0845 600 4388^ (+44 1908 238 013)