Online Banking might seem a little complicated at first. So we've put together these answers to some questions you might have. Just select the heading to access the FAQs you're interested in.
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Online Banking |
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General |
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Online Banking This section provides you with answers to some of our most frequently asked questions about Online Banking. We've tried to separate the information into more specific sections to help you find the most helpful answer.
Security Is Online Banking secure? Technical help and support Who can answer questions about my online accounts? Forgotten details I've forgotten my Customer or Personal ID. What should I do? Other helpful information If I have a joint bank account, can we both use Online Banking? Security Is Online Banking secure? Security is our highest priority. Our Online Banking service uses the dual system of Online Banking Passcodes and Registration numbers. All information that flows between us and our Online Banking customers uses strong, industry-standard encryption technology. What's more, our Online Banking Guarantee covers any losses from Online Banking fraud. If you have any questions, call our Online Banking Helpdesk on 0845 600 4388 or +44 1908 238 013 if you're outside the How can I keep my information safe? Two quick points to remember:
Please visit our 'Security Centre' to learn more. How do I find out more about One Time Passcode (OTP)? We have a section in our FAQs dedicated to One Time Passcode. Click the link above to the 'One Time Passcode' section above for more information. ____________________________________________________________________________ Technical help and support Who can answer questions about my online accounts? Simply visit our 'Contact Us' section for up-to-date numbers and details. Why does Online Banking log me out after a period of time? For your own security, Online Banking automatically logs you out if you don't click for a period of time. But don't wait to be logged out. Important: If you've finished with Online Banking, you need to ensure that you end your session by selecting the 'Log off' button and selecting "Yes" when asked to confirm you wish to log out after checking your session summary and then closing down your internet browser. What is 'Faster Payments'? It's a quicker way of moving money electronically to another UK bank. Generally speaking, funds will be available within two hours of sending. The Faster Payments Scheme is a free and secure service to transfer money up to and including £100,000 between accounts. You don't need to do anything to benefit from Faster Payments, just continue making payments from your banking or savings accounts as normal. Please note that transactions have to fall within the limits of the scheme, and the recipient bank must be able to accept Faster Payments. To find out whether the account you want to pay into is Faster Payments enabled, select the following link to visit the sort code checker at the Payments Council Website. Please see our Faster Payments page for further information and 'Frequently Asked Questions'. How many transactions can I view online? You can view more than 4 years' worth of transactions (or from when you opened your account - whichever is shorter). You can also specify certain dates, and download items into Adobe Acrobat, Microsoft ® Excel, Microsoft® Money and Intuit Quicken. How much notice you need to cancel standing orders? To amend or cancel a standing order, we need one clear working day before your next payment. If the payment falls on a weekend or bank holiday, it will be made on the next working day. How long do payments take? Payments made to:
Please note that transactions have to fall within the limits of the Faster Payments scheme, and the recipient bank must be able to accept Faster Payments. To find out whether the account you want to pay into is Faster Payments enabled, select the following link to visit the sort code checker at the Payments Council Website. Please see our Faster Payments page for further information and 'Frequently Asked Questions'. You can also find out more about payments in our "Technical Help" section above. ____________________________________________________________________________ Forgotten details I've forgotten my Customer or Personal ID. What should I do? Go to the Online Banking Log on page, select 'forgotten your ID?' and follow the instructions to enable you to retrieve your ID. If you have forgotten your other log on details (e.g. your 5-digit Customer PIN / Registration number or your Passcode), please contact us on 08459 724 724* (lines open 7am-11pm Mon-Sat, 8am-10pm Sun). Business Banking customers please phone 0845 607 0666* (This line is open 8am - 9pm Monday to Friday and 8am to 1pm on Saturday). I've forgotten my Online Banking Log On details (ID, Passcode, Registration number). What should I do? Contact us on 08459 724 724* (7am-11pm Monday to Saturday and 8am-10pm Sunday). After we've confirmed your identity, we'll send new security details to your registered home address. Business Banking customers please phone 0845 607 0666* (This line is open 8am - 9pm Monday to Friday and 8am to 1pm on Saturday). What is my Online Banking Customer PIN or Registration number? Your five-digit Customer PIN/Registration number is the code that gets you access to your online bank accounts. It's highly confidential, so don't tell it to anyone - not even one of our agents. It shouldn't be a sequence of numbers or anything recognisable like your date of birth. We'd also recommend changing your Customer PIN, Registration number and Passcode on a regular basis. ____________________________________________________________________________ Other helpful information If I have a joint bank account, can we both use Online Banking? Each joint account customer will be sent their own ID (if applicable), Passcode and Registration number so they can access this service on an individual basis. Please note that some customers may have Customer IDs and Customer PINs instead. If you're an existing Online Banking user, you'll automatically see any new products when you log on. Why have I received Online and Telephone Banking log on details when I haven't requested them? If you have recently bought a product from us and you don't currently use Telephone or Online Banking, we will automatically send you out the necessary information by letter to get you started. Santander's Online Banking service puts you in control of your finances. You can securely access your accounts, view statements, transfer money and a whole lot more, whenever and - thanks to Mobile Banking - wherever you want. Click here for more information on Telephone Banking with Santander |
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