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FAQs for Online Banking

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.

Security

Online Banking >>

Technical Help >>

Security

How do I contact your Fraud Department?
How secure is your Online Banking service?
I've received a fraudulent email - what should I do?
Why has your automated system sent me a message?
Do I have to speak to your automated system?
Will your automated system ask for my account details?
I received a call for someone who doesn't live here. What should I do?
How do I know that I'm speaking to Santander?
Can I cancel the automated service?
If I opt out of the automated service, will it affect my terms and conditions if fraud does occur?
How do I find out more about One Time Passcode (OTP)

How do I contact your Fraud Department
If you receive an email that asks for your personal security details, forward it to phishing@santander.co.uk If you're worried that someone may already have your personal security details, call our Online Banking Helpdesk on 0845 600 4388 or +44 1908 238 013 if you're outside the UK (7am-11pm Monday-Saturday and 9am-9pm Sundays).

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How secure is your Online Banking service?

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 01908 238 013 if you're outside the UK (7am-11pm Monday to Saturday and 9am-9pm Sundays).

^This differs for former Alliance & Leicester customers where customers use a Customer PIN in addition to their Personal ID. As above, all the information that flows between us and our Online Banking customers uses strong, industry standard encryption technology.

We use cookies within our Online Banking site to protect our customers and prevent fraudulent activity. Used on their own, the data items stored within these cookies would not allow access to our online services.

We take the security of our customer data very seriously and regularly review the use of cookies and the data contained within them. Customers can change their IDs at any time themselves via Online Banking and are reminded not to use the 'Remember my ID' option on any public or shared computers.

To find out more about changing your Customer ID online, visit the Technical Help section of these Online Banking FAQs.

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I've received a fraudulent email - what should I do?
We never ask for confidential information in an email. We don't send emails with links to sites that ask for this information either. Every email we send to you will be addressed to you - personally. If you received one that isn't, forward it to phishing@santander.co.uk If you're worried that someone may already have your personal security details, call our Online Banking Helpdesk on 0845 600 4388 or +44 1908 238 013 if you're outside the UK (7am-11pm Monday-Saturday and 9am-9pm Sundays).

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Why has your automated system sent me a message?
We use an automated system so that we can contact you the instant we uncover a suspicious transaction - and quickly stop your account from being used by fraudsters.

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Do I have to speak to your automated systems?
No. We understand that you might not want to use the system, so you can choose to connect directly to one of our advisors, or opt out of the service.  See 'Can I cancel the automated service?' below for more details.

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Will your automated system ask for my account details?
Our automated system will never ask you to reveal your account Passcode, PIN, card expiry date or card security code.

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I have received a call for someone who doesn't live here. What should I do?
Sorry for any inconvenience. Please let us know the name of the person we tried to call and the phone number, so we can remove or amend their details.

If you're registered for Online Banking, you can do this by logging on and sending us a Secure Message.

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How do I know that I'm speaking to Santander?
If you're concerned about security, ring the number on the back of your card or statement. Alternatively, pop into a branch and make the call from there.

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Can I cancel the automated service?
Yes. Credit card customers should ring 0845 603 8562 and debit card customers 08459 724 724* (9am-5pm, Monday to Friday and 10am-4pm Saturday and Sunday).

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If I opt out of the automated service, will it affect my terms and conditions if fraud does occur?
No. If you opt out, we'll still try to contact you - but the automated service is quicker. If you spot fraud before you've heard from us, call us immediately so we can work with you to resolve the situation.

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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 'Online Banking' link above for more information.

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*Call charge information