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FAQs

FAQs for transferred Alliance & Leicester online users

We want you to make the most of your new, enhanced Online Banking service. So if your question's not answered here, please call our Technical Helpdesk on 0845 600 4388* (7am-11pm Monday to Saturday and 9am-9pm Sunday).


> Why is the Online Banking service being changed?

Logging On
> Where can I log on to the new Online Banking service?
> Problems with logging on?

Security
> How has the security on the new site changed?
> One Time Passcode (OTP)
> How is OTP different to my old Alliance & Leicester security?

Accounts
> Which accounts will I be able to view online?
> Will I be able to view my credit card online?

Secure Messages
> Can I see my old Secure Messages?

Functionality
> What is e-Documents?
> Will I be able to turn off paper statements?


Why is the Online Banking service being changed?

We've haved you for two important reasons:

  • With Alliance & Leicester and Santander merging, we want customers to enjoy a consistent and rewarding online banking experience. Essentially, we've built a combined service - with the best parts of both existing services
  • We've also take the opportunity to speak to customers and add new facilities that'll make it even easier to keep tight control of your accounts, from paperless statements to improved security and the option to manage your Santander branded credit card

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Logging On

  • Where can I log on to the new Online Banking service?
    Once you've completed the simple upgrade process (by confirming and updating your mobile phone number), you can log on at www.santander.co.uk. We recommend bookmarking it, and deleting any www.alliance-leicester.co.uk bookmarks.

  • Problems with logging on?
    Call our technical help desk on 0845 600 4388* (7am-11pm Monday to Saturday and 9am-9pm Sunday).

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Security

  • How has the security on the new site changed?

    The old Alliance & Leicester site used a password for higher risk transactions. With new Santander Online Banking, you don't have to remember anything. A One Time Passcode (OTP) will be sent to your mobile phone. Simply enter it on the site to confirm a transaction.

    Your other security details (Customer ID (Personal ID) and Customer PIN) will remain the same, and your image and phrase are still part of the log on process.

  • One Time Passcode (OTP)

    One Time Passcode (OTP) is a safe, secure way to even safer online banking.  All you need to do is register a mobile phone number with us once, and you won't have to remember any new passwords. OTPs are only used when you're setting up a new payment instruction (to a new payee) or changing important information (like your contact details).

    You can learn more from our demo.

  • How is OTP different to my old Alliance & Leicester security?

    For higher risk transactions with Alliance & Leicester, a password was required. In the enhanced Santander site, you only need to enter the One Time Passcode (OTP) we send to you mobile. Your other security details (Customer ID (Personal ID) and Customer PIN) will remain the same, and your image and phrase are still part of the log on process.

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Accounts

  • Which accounts will I be able to view online?

    Bank accounts, savings accounts and Santander branded credit cards. If you have a Flexible Mortgage, you'll also be able to see it online. As part of the transfer, some of your existing product holdings may be updated on the new Online Banking service.

  • Will I be able to view my credit card online?

    Yes, if you hold a Santander-branded credit card. And as well as viewing statements, you'll be able to order replacement cards and PINs.

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Secure Messages

  • Can I see my old Secure Messages?

    Unfortunately the answer is No. While there is a new version of secure messages, your existing messages will not have been transferred.  We apologise for any inconvenience that this may have caused.

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Functionality

  • What is e-Documents?

    We'll store copies of your statements and other correspondence in the e-Documents section of Online Banking. They'll usually be in Adobe Acrobat PDF format, and each time we send one, we'll email you.

  • Will I be able to turn off paper statements?

    Yes. You can switch off your paper statements by going into eDocuments from the left hand menu and following the simple steps. You can also choose which accounts you want to receive statements for and for which you don't.

Logging On

Useful Information

Rapport Security Software. Find out more.
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