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Current Accounts FAQs

The 123 Current Account Frequently Asked Questions- read more

Switch your account to us

> What is the Current Account Switch Service?
> Can I switch my account on a date that suits me?
> What happens to payments that people send to my old account?
> What happens if there is a mistake or unnecessary delay in the current account switching process?
> Will switching my current account affect my credit rating?
> Can I switch my current account if I am overdrawn?
> What if I change my mind?
> When will the money in my old account be transferred to my new account?
> Do all banks and building societies offer the same Current Account Switch Service?
> What type of accounts can I switch using the Current Account Switch Service?
> What happens to any debit card transactions that I have asked my old bank to stop?
> Can I prevent my new account details being given to someone who send one-off payments to my old account?
> When will I receive any positive balance into my new account?
> What if I wish to cancel my switch?
 

Premier or Premier Direct Current Account with European travel insurance

> I hold a Premier or Premier Direct Current Account with European travel insurance and I have been notified that my insurance will be ending at midnight on 30 September 2014. How can I get alternative cover?
> I want to find more information about the changes to my Premier or Premier Direct Current Account. Who should I contact?
> I want to get a copy of my policy document. Where can I find this?
> If I transfer to a new account before midnight on 30 September 2014, will I lose my European travel insurance benefit?
> What happens if I transfer my account before midnight on 30 September 2014 and I have purchased a travel insurance upgrade?
> If I have a question relating to my European travel insurance who should I contact?
> I have a Premier/Premier Direct Current Account and I am travelling to the USA in June 2014, can I purchase a worldwide upgrade?

Current accounts which NO LONGER offer insurance and assistance benefits

> I used to hold an account with insurance and assistance benefits. How can I get alternative cover?
> I want to find more information about the changes to my account. Who should I contact?
> I want to get a copy of my policy document. Where can I find this?
> I want to make a claim for an incident that has happened before midnight on 18 October 2013. Who should I contact? 

Overdrafts

> I am currently in financial difficulty and I am having trouble repaying my overdraft fees. What do I do?
> Will I incur fees if I only use a small overdraft balance?
> If I use both an Arranged Overdraft and Unarranged Overdraft in the same day, will you charge me both usage fees?
> When can I change my account balance?
> Is there a limit on Overdraft fees?
> How do I know if a payment has not been paid?
> I do not want to allow payments from my account which would mean I use an Unarranged Overdraft. What options are available to me?
> How and when will you tell me what overdraft fees will be added to my account?
> How do I know when I am using an Arranged Overdraft or Unarranged Overdraft?
> How can I apply for an Arranged Overdraft or increase an existing Arranged Overdraft?

Servicing your account

> What services do we offer to help you manage your finances?
> How do I find out more about email and text message Alerts?
> How do I dispute a cash machine or Visa transaction?
> How do I order a new Debit Card PIN?
> How do I register for Online Banking?
> I've forgotten my security details...
> How do I order duplicate statements?
> How do I find my IBAN number?
> How do I close my account?
> What charges apply if I use a Santander Cash Machine in Spain?
> How can I opt-out of paper statements?
 
Other useful information

> How do I open a current account with Santander?
> What does AER and EAR mean?
> How do I check the progress of a recent current account application?
> I have a question on the Santander Recommend a Friend scheme - who can I contact?
> I have a question regarding the Santander 16-25 Railcard - who can I contact?
 

Switch your account to us

1. What is the Current Account Switch Service?
It’s a free service that lets you switch your current account from one participating bank or building society to another. It has been designed to be simple, reliable and hassle free and is backed by the Current Account Switch Guarantee.

2. Can I switch my account on a date that suits me?
Yes, you can select and agree a date with your new bank or building society and the process will start six working days before that date (Working days are Monday to Friday excluding bank and public holidays.)

3. What happens to payments that people send to my old account?
The Current Account Switch Service will redirect payments to your new account for up to 13 months from your switch date.

4. What happens if there is a mistake or unnecessary delay in the current account switching process?
The Current Account Switch Service is backed by the Current Account Switch Guarantee. This guarantees that any charges or interest incurred on your old or new account, as a result of a failure in the switching process will be refunded when you bring this to your new bank or building society’s attention.

5. Will switching my current account affect my credit rating?
No, providing you repay any outstanding overdraft(s) on your previous account(s) as required by your old bank or building society. If there are any problems with payments (as part of the switching process) your new bank or building society will correct them and ensure your credit rating is not affected.

6. Can I switch my current account if I am overdrawn?
Yes, and your new bank or building society may be able to provide facilities to help you pay off any overdraft, subject to their normal lending criteria. If this isn’t the case you must make separate arrangements to repay your old bank or building society what you owe.

7. What if I change my mind?
You can cancel your switch up to seven working days before your switch date. After that only certain elements can be cancelled. Your new bank or building society will guide you through this process if you choose to do this.

8. When will the money in my old account be transferred to my new account?
You will be able to access the funds in your old account up to and until your switch date when they will be transferred to your new account.

9. Do all banks and building societies offer the same Current Account Switch Service?
High Street banks and building societies and Internet and Telephone banks that display the ‘Current Account Switch Guarantee’ Trustmark will offer the Current Account Switch Service. You can find a list of participating organisations at www.simplerworld.co.uk

10. What type of accounts can I switch using the Current Account Switch Service?
The Current Account Switch Service is for current accounts only. If you would like to switch other account types, such as a savings account, you will need to ask your new bank or building society if they are able to help you do this.

11. What happens to any debit card transactions that I have asked my old bank to stop?
The Current Account Switch Service should not interfere with this process and any debit card transactions that you have asked your bank to stop should remain so after your switch.

12. Can I prevent my new account details being given to someone who sends one-off payments to my old account?
You may be able to transfer your payments to your new bank without redirecting payments from your old account, and you should discuss this requirement with your new bank.

13. When will I receive any positive balance into my new account? 
You will receive any positive balance on Day 7 (your switch completion date). Please be aware that the transfer will take place between 6am and 12pm, so there may be a short amount of time when you may not have funds available to you (unless of course, you have already paid in some money directly into your new Santander current account). The short delay is due to the fact that your funds will leave your old account and transfer to your new one (via Faster Payment) ; but after 12pm at the latest, your money will be cleared and available to use from your Santander current account.

14. What if I wish to cancel my switch?
If you wish to cancel your switch, our dedicated switcher team will explain the options available to you depending on what stage your switch is currently at:

  • Before Day 1 and up to seven working days before your switch date – we can stop your switch before it has started.
  • Day 1 to Day 6 – your switch must still complete and your old account will close. We will cancel all redirection of your payments in and out from your switch date.
  • Day 7 onwards – your switch will have already completed including any balance transfer. We will cancel all further redirection of your payments in and out of your new Santander account. This means if you wish to switch to another current account provider, you will need to instruct them to switch your Santander account to them.
     

Premier or Premier Direct Current Account with European travel insurance

I hold a Premier or Premier Direct Current Account with European travel insurance and I have been notified that my insurance will be ending at midnight on 30 September 2014. How can I get alternative cover?

Santander offers standalone Travel Insurance cover which has recently been enhanced. The improved Travel Insurance offer has no upper age limit and unlimited medical expenses.

Discounts available.

As an existing Santander customer, you can get a 20% online discount on our standard price. If you decide that our 123 Current Account or a 123 Credit Card are right for you then you can benefit from an online discount of 30%.

To find more information on Santander Travel Insurance including full details of the discounts available, Terms and Conditions and how to apply, please click here . You will need to answer questions about your travel plans and some simple health questions about who will be covered as part of the online application process. Depending on your responses, you may be directed to contact the insurer to discuss additional cover for medical conditions.

Independent insurance advice

If you want further independent information on any insurance, the following websites provide free impartial help and advice:

 

I want to find more information about the changes to my Premier or Premier Direct Current Account. Who should I contact?

For general queries regarding the removal of the European travel insurance benefit associated with your account:

I want to get a copy of my policy document. Where can I find this?

Should you want a copy of your current policy document please click here

If I transfer to a new account before midnight on 30 September 2014, will I lose my European travel insurance benefit?

Yes, if you are transferring to a new account, the European travel insurance benefit associated with your current account will cease immediately.

What happens if I transfer my account before midnight on 30 September 2014 and I have purchased a travel insurance upgrade?

Your upgrade will terminate upon transfer and you will not be entitled to a refund for any premium that you have paid.

If I have a question relating to my European travel insurance who should I contact?

It's easy to get in touch by using the following number 0845 002 0392*. Please note that you will not be able to submit claims for events taking place after midnight on 30 September 2014.

I have a Premier/Premier Direct Current Account and I am travelling to the USA in June 2014, can I purchase a worldwide upgrade?

You are still able to buy a new upgrade. However, please note that the premium you pay for your upgrade will be the same regardless of how many months cover you receive. You will not be entitled to a refund when the travel insurance ends at midnight on 30 September 2014.

For any questions relating to your upgrade, please contact the insurer directly on 0845 002 0392*.

Current accounts which NO LONGER offer insurance and assistance benefits

I used to hold an account with insurance and assistance benefits. How can I get alternative cover?

Santander offers standalone Travel Insurance cover which has recently been enhanced. The improved Travel Insurance offer has no upper age limit and unlimited medical expenses.

Discounts available.

As an existing Santander customer, you can get a 20% online discount on our standard price. If you decide that our 123 Current Account or a 123 Credit Card are right for you then you can benefit from an online discount of 30%.

To find more information on Santander Travel Insurance including full details of the discounts available, Terms and Conditions and how to apply, please click here . You will need to answer questions about your travel plans and some simple health questions about who will be covered as part of the online application process. Depending on your responses, you may be directed to contact the insurer to discuss additional cover for medical conditions.

Independent insurance advice

If you want further independent information on any insurance, the following websites provide free impartial help and advice:
 
I want to find more information about the changes to my account. Who should I contact?
For general queries regarding the removal of the insurance and assistance benefits associated with your account:
 
I want to get a copy of my policy document. Where can I find this?

Should you want a copy of your current policy document please click here

I want to make a claim for an incident that has happened before midnight on 18 October 2013. Who should I contact?

It's easy to get in touch by using the numbers below. Please note that as your insurance and assistance benefits are now no longer available, you will not be able to make claims for incidents which have happened after midnight on 18 October 2013.
 
 
Your current account type
Phone number for queries relating to your insurance benefits
Premium Current Account
0844 848 7074*
Reward Current Account  0844 848 7072*
Travel Reward Current Account 0844 848 7073*
Family Reward Current Account  0844 848 7075*
Premier 50 Current Account
Annual Worldwide Travel Insurance:
0844 332 9946*
Identity Protection Alert & Card Assist:
0844 848 7099*
AXA PPP Healthcare:
0845 850 0373*
Student Current Account with insurance benefits
 
0844 848 7076*
 
*For 0844 numbers calls could cost up to 10 pence plus up to 6 pence per minute depending on your BT call plan.  Mobile and other providers' charges may vary.
 

Overdrafts

I am currently in financial difficulty and I am having trouble repaying my overdraft fees. What do I do?

If you find that your financial situation means you are having difficulty paying your overdraft fees, it is important to contact us. If you want to discuss your situation further, please call us on 0845 603 9035*.

We also offer free Account Alerts by text message or email through our Online Banking Service. These alerts can be used to help you stay informed about your account and manage your finances better. Click here to find out more about our Alerts service.

Will I incur overdraft fees if I only use a small overdraft balance?

No. On those occasions where you use an Arranged or Unarranged Overdraft of £12 or less, we will ensure you do not incur any Arranged Overdraft Usage Fees, or Unarranged Overdraft Usage Fees and Paid Transaction Fees when using an Unarranged Overdraft.

Note: If we decide not to make a Direct Debit, Standing Order or Cheque payment which would take you over your Arranged Overdraft limit or into an Unarranged Overdraft by £12 or less, an Unpaid Transaction Fee will still apply.

If I use both an Arranged Overdraft and Unarranged Overdraft in the same day, will you charge me both usage fees?

No. We will only charge you one fee. The fee will depend on whether your account is in an Arranged Overdraft or Unarranged Overdraft position during the course of the day.

When can I change my account balance?

If you use an Arranged or Unarranged Overdraft, you have until 4pm that day to pay cleared funds into your account and move your balance back to an Arranged Overdraft or back in credit.

For advice on understanding when funds clear, speak to a member of staff in one of our branches, call 0845 972 4724* or click 'Transferring funds' within our 'Help & Support' section online.

Note: You should always ensure there are sufficient funds available to support all payments from your account. If you pay money into your account on the day a payment is due to be made, there may be some situations, out of our control, where we may not be able to ensure the payment is made. If you need any help understanding making payments please speak with a member of staff.

Is there a limit on Overdraft fees?

Yes. Arranged Overdraft Usage Fees and Unarranged Overdraft Usage Fees both have monthly caps on the number of fees which will be taken from your account. These caps will vary depending on the type of account you hold. We also limit the value of overdraft fees (Usage Fees and Paid and Unpaid Transaction Fees) which can apply to your account in a single monthly statement period. Details of these limits can be found in our Interest Rates and Fees Information leaflet.

How do I know if a payment has not been paid?

If you do not have enough money in your account to cover a payment which is presented and this is returned unpaid we will write to you and tell you.

We also offer a free Account Alerts service through our Online Bank which allows you to set up an alert which will notify you if a payment has not been able to be made due to insufficient funds in your account. Click here to find out more about our Alerts service.

I do not want to allow payments from my account which would mean I use an Unarranged Overdraft. What options are available to me?

If you do not want to use an Unarranged Overdraft, you may find that we have a different current account which suits you better. Our Instant Plus Account does not have an Arranged or Unarranged overdraft facility, you can apply for this account in your local branch.

For more information about our range of current accounts and their features, please click here or visit your local branch to talk to an advisor.

How and when will you tell me what overdraft fees will be added to my account?

We will always give you notice before any overdraft fees are taken from your account. We tell you about any overdraft fees or interest incurred on your account in your monthly account statement and we will then take them from your account no earlier than 22 days after the last day of the period which the statement covers.

How do I know when I am using an Arranged Overdraft or Unarranged Overdraft?

It is always a good idea to regularly check your account balance and keep a record of any payments made and expected from your account. If you have an Arranged Overdraft, your limit is shown on your monthly statement.

You can review your account online using Online Banking, through our Mobile Banking service or by using a Santander cash machine.

As part of our Online Banking Service we offer our customers free email and text message alerts. To find out more about our Alerts service and how it might benefit you, please click here.

How can I apply for an Arranged Overdraft or increase an existing Arranged Overdraft?

You can apply for an Arranged Overdraft, or ask to increase an existing Arranged Overdraft, using Online Banking, by calling us on 08459 724 724* or by visiting your local branch and speaking to an adviser. Whether we agree to your request will depend on your circumstances and extra checks that we will need to carry out.
 

Servicing your account

What services do we offer to help you manage your finances?

As part of our continued commitment to provide the best current account products and services in the market, we offer a range of services for our customers - read more

How do I find out more about email and text message Alerts?

Santander offers free email and text message alerts to customers through our Online Banking Service. Click here to learn more.

How do I dispute a cash machine or Visa transaction?

If you'd like us to investigate a Visa or cash machine transaction, contact us on 08459 724 724* (+44 1908 237963). We're available Monday to Saturday from 7am to 11pm and Sunday 8am to 10pm:

  • If you requested some money from a cash machine, but did not receive part or all of the amount requested, or have a general query about a cash machine transaction showing on your account.
     
  • If you believe there are cash machine transactions showing on your account that are a direct result of fraudulent activity.
     
  • If you disagree with a Visa card transaction showing on your account and your card is in your possession.
     
  • If you suspect a fraudulent Visa card transaction.


Alternatively, visit your local branch.

How do I order a new Debit Card PIN?

You can request a new PIN in three ways:

Online

If you are registered for Online Banking you can easily request a new PIN. 

  •   Simply log on, click the 'Account Services' tab
     
  •   Choose 'Account Requests' from the left hand menu
     
  •   Select 'Request a new Debit Card PIN' under 'Debit Card Services'. 
     
  •   Click the link and follow the easy steps to requesting your new PIN.

 

Click here to Log On!

By Telephone

To order a new Debit Card PIN, please call us on 08459 724 724* (international number +44 1908 237 963). We're open Monday to Saturday from 7am - 11pm and Sunday from 8am - 10pm.

In Branch

Simply go to any of our branches and one of our advisers will be able to help you request your new PIN.

 

Important!

Once you receive this PIN in the post it is important that you 'unlock' it before you try to use it.  You will find this under the 'PIN services' menu at any Santander cash machine.  If you prefer, you can also change it to one that is easier to remember.

How do I register for Online Banking?

You need only register below, if you have not previously used or had access to Online Banking before.

Online

Click the link below and simply fill in the form and once processed you should receive your Registration number and Passcode to your registered address within 10 working days. Once you can log in to Online Banking you can register for Mobile Banking and Alert Services.

 

Register Now

By Telephone

Please call us on 08459 724 724* (international number +44 1908 237 963). We're open Monday to Saturday from 7am to 11pm and Sunday from 8am - 10pm.

I've forgotten my security details...

To reset your Passcode or Registration number, please call: 08459 724 724* (Lines are open 7am to 11pm, Monday to Saturday and 8am to 10pm on Sunday)

How do I order duplicate statements?

You can order duplicate statements for a Santander current account either online, via our Online Banking service, or by calling us on 08459 724 724 *. We're open Monday to Saturday from 7am to 11pm and Sunday from 8am - 10pm.

Or you can write to us at:

Santander
PO Box 1109
Bradford
BD1 5ZJ

Please note, if the details you require include transactions that are more than 14 months old, or relate to anything above the last 200 transactions, then give us a call first. If the transaction details have been archived, we'll need to order them separately, and there's a charge of £10. You can choose to pay the fee by sending us a cheque or giving us permission to debit your current account.

How do I find my IBAN number?

There are a number of ways you can obtain your IBAN number:

In Online Banking: Log on to Online Banking, choose the 'Account Services' tab at the top of the page and select 'Account requests' from the left hand menu. Then click 'View details (BIC & IBAN).

On your Paper Statement: It is printed on the first page of your monthly statement under 'your account summary',

By Telephone: Call us on 08459 724 724* (+44 1908 237963). We're available Monday to Saturday from 7am to 11pm and Sunday 8am to 10pm

How do I close my account?

Please visit your local branch and hand in all cheque books and cards held on the account. If this isn't possible, please write to us at:

Santander
PO Box 297
BRADFORD
BD1 1BR

You'll need to enclose the following:

  • Confirmation of address
  • Account number you wish to close
  • Instructions for repayment of any credit balance still on the account once closed such as by cheque to registered address or into another Santander account
  • Any cards held on the account, these should be cut in half for security purposes
  • Cheque books held on the account

 

If you have any Direct Debit mandates (used to pay bills) arranged on the account, you must give written authority for us to cancel them and make alternative arrangements for future payments, with the companies they are payable to.

Please allow 14 days for the closure to take effect.

What charges apply if I use a Santander Cash Machine in Spain?

All main adult current accounts (those which are credited with at least £500 per month) could benefit from free cash machine withdrawals in Spain. Simply use your Santander Debit Card in a Santander branded cash machine in Spain to receive the withdrawal fee free. This means: No Cash Handling Fee AND No Foreign Exchange Fee will be charged.

We will not charge you for using a cash machine abroad but the cash machine operator may make a charge. If you're given the option of paying in local currency or sterling, please make sure you choose the local option. If you choose sterling, it means that the retailer or bank will handle the conversion and may charge you a conversion fee or a foreign usage fee (or both).

How can I opt-out of paper statements?

If you are registered for Online Banking you can opt to Switch off Paper Statements.

Simply Log on to Online Banking, choose the 'Account Services' tab and select 'e-Documents' from the left hand menu and follow the steps.

You can view your statements in 'e-Documents' and for peace of mind, if you find that you want to switch back, it's easy to do online too.

Note: This is only currently available for statements.  Some letters will still need to be sent in paper form, but we will gradually be moving towards offering a fully paperless service for our customers who choose this option.

Other useful information

How do I open a current account with Santander?

You can open your account online, by phoning 0800 707 6692* or visiting your local branch. Use our online branch locator  to find the best branch for you.

What does AER and EAR mean?

AER stands for Annual Equivalent Rate and shows what the interest would be if we paid interest and added it each year. The gross rate is the rate paid before income tax is taken. Rates may change and we pay interest each month.

EAR stands for Effective Annual Rate and represents the yearly cost of an overdraft, which takes account of how often we charge interest to the account, and does not include any other fees or charges. Overdrafts depend on your circumstances and you must repay any overdraft when we ask in line with our General Terms and Conditions.

I have a question regarding the Santander Recommend a Friend scheme - who can I contact?

If you have a query relating to the scheme please visit the Recommend a Friend frequently asked questions.

I have a question regarding the Santander 16-25 Railcard - who can I contact?

If you have a query relating to the Santander 16-25 Railcard, please visit the Santander 16-25 Railcard Frequently Asked Questions or call the Railcard Issuer on 0844 848 8010*.

*Call Charges information

Details correct as at 6 January 2014.