Protection while you spend
We are here to help keep your money safe. With fraud monitoring on transactions, we can keep track of your account and let you know of any suspicious spending.
If we see any unusual spending patterns, our anti-fraud computer will call you and leave a message, asking you to confirm the purchase. If you do not recognise it, it will put you straight through an advisor at Santander.
Please note that in order to protect your account funds, unusual transactions may be declined or referred until we have been able to contact you. Here are some of the reasons why we use this automated system:
Fast – the automated system is much quicker than a customer service agent
Easy – keep your contact details updated online, over the phone or by visiting your local branch
Secure – Santander is not alone in using this service, many other banks use it too as it is proven to be an effective way to fight crime
Please be aware that our automated system will never ask you to reveal your account password, card expiry date or card security number. We will never ask you to reveal your PIN under any circumstances.
Frequently Asked Questions
Q: Why have I received a message from an automated system?
A: We use an automated system so we can contact customers straightaway to alert them to any suspicious transactions. This means we can quickly stop your account from being used by fraudsters.
Q: What happens if I don’t want to speak to an automated system?
A: We understand that not all our customers will want to use this system. So we give you the option to connect directly to one of our advisors or to opt out of the service.
Q: Will you ask for my account details?
A: Our automated system will never ask you to reveal your account password, PIN, card expiry date or card security code.
Q: Why have I received a call asking for someone who does not live here?
A: We are sorry for any inconvenience this may have caused. Please let us know the name of the person we have tried to call and their phone number so we can remove or amend their details.
Q: How do I know that I am speaking to Santander?
A: If you are concerned about security, please feel free to contact the number on the back of your card or statement instead. Alternatively, you can drop into your nearest branch and make the call from there.
Q: How do I cancel the automated service?
A: Call us on the telephone numbers listed below between the hours of 9am – 5pm, Monday to Friday and 10am – 4pm on Saturday and Sunday and we will make a note on your account:
Credit Card customers: 0845 603 8562*
Debit Card customers: 08459 724 724*
Q: If I opt out, will this affect the terms and conditions of my account if fraudulent spending does occur?
A: No, this will not affect the terms and conditions of your account. If you opt out, we will still try to contact you, but this may not be as fast as the automated service. If you spot any fraud on your account before you have heard from us, please get in touch immediately so we can work with you to resolve the situation.
AER stands for Annual Equivalent Rate and shows what the interest rate would be if we paid interest and added it to your account each year. The tax free rate is the rate of interest payable where interest is exempt from income tax. The favourable treatment of ISAs may change in the future.
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