Already applied for a Current Account online?
What happens next?
> I haven't received an email
> I haven't received my Online Banking credentials
> Why am I being asked for further identification?
> I don't have the freepost address to return my identification / information to
> I don't have the email detailing identification / information requirements
> Why can't you open an account for me?
> I don't have the user guide
Already applied for a Current Account over the phone?
What happens next?
- If we were able to identify you over the phone, and you passed credit scoring, your current account will have been opened during the call
- If we asked you for further identification or account information we will have sent you a letter detailing what we need to see and asked you to return that to our freepost address
- Once your current account is open we will send you a welcome letter which includes important account information such as your user guide. It will also include the sort code and account number of your new account so that you can start using your new account straight away
> I haven't received a letter
> Why am I being asked for further identification?
> I don't have the freepost address to return my identification / information to
> I don't have the document detailing identification requirements
> I don't have the user guide
Still can't find the answer you're looking for? Check the complete set of FAQs
It can take up to five working days from the date you applied to receive an email from Santander. Remember 'working days' do not include Bank Holidays and weekends.
Sometimes emails from Santander are filtered into trash or junk folders by mistake, so you should check these folders. It's also worth adding customerservices@santander.co.uk to your email address book as this can help make sure our emails are not filtered out.
If it's been more than five working days and you still haven't received an email then contact us and we'll track your application for you.
I haven't received my Online Banking credentials
Allowing for weekends and Bank Holidays, it could be up to 10 working days after receipt of your welcome email that you receive your Online Banking credentials. At busy periods for post, particularly Christmas, we recommend you allow an extra couple of days. If, 14 days after receiving your welcome email, you still haven't received anything, contact us and we'll look into this for you.
Why am I being asked for further identification?
To protect our customers against fraud we are legally required to verify the identity of each new applicant, even if you're already a Santander customer. We can often do this electronically. If we can't verify you electronically, it could be because you've moved recently or aren't on the electoral roll, for example. In these cases we need to ask you to provide us with copies of documents (such as a passport) that we can accept to prove your identity.
I don't have the freepost address to return my identification / information to
All identification can be sent back to us freepost to:
Freepost RRTL-RXRL-JUEA,
Santander Account Openings
9 Nelson Street,
Bradford, BD1 5AN
Please do not send valuable originals such as passports and driving licences through the post and ensure that the document(s) are photocopied on both sides and returned to us with your reference number, name and date of birth written on the back so that we can match it back to your application.
I don't have the email detailing identification / information requirements
It can take up to five working days from the date you applied to receive an email from Santander. Remember 'working days' do not include Bank Holidays and weekends.
Sometimes emails from Santander are filtered into trash or junk folders by mistake, so you should check these folders. It's also worth adding customerservices@santander.co.uk to your email address book as this can help make sure our emails are not filtered out.
If it's been more than five working days and you still haven't received an email then contact us and we'll track your application for you.
Why can't you open an account for me?
Our decision not to provide you with the Current Account originally applied for was made by using a system called Credit Scoring. Credit scoring takes into account information you have provided to us, any we may already hold about you and any obtained from a credit reference agency.
If you'd like a copy of the information held about you the credit reference agency, you can contact them at:
Consumer Help Service
Experian
PO Box 8000
Nottingham NG1 5GX
Or, visit their website: www.experian.co.uk
Please detail all names that you've been known by, along with your date of birth and details of your current and previous addresses for the past 6 years, together with a cheque for £2.00 made payable to Experian Ltd. You can also get this information by calling 0884 4 481 8000 (the fee for this telephone service, which requires a credit or debit card, is £2.50)
It can take up to five working days from the date you applied over the phone to receive a letter from Santander. Remember 'working days' do not include Bank Holidays and weekends.
If it's been more than five working days and you still haven't received a letter then give us a call on 0845 6033507* 8am and 8pm Monday to Friday, 8am and 6pm Saturday and we'll track your application for you. From a BT line calls to numbers beginning with 0845 will be free at certain times, depending on your BT call plan and time of call. Mobile and other providers? charges may vary.*
I don't have the document detailing identification requirements
The 'Customer Identification Requirements' document that we have sent you via e mail or with a letter can be located in our 'Proof of ID' page.
(To open this document you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free).
You can find the Current Account user guide, along with all the other important account information, in our Current Account pages. Please go to > Current Accounts > Frequently asked questions > Legal details.
