Safe and sound with Santander online
We're totally committed to protecting you when you use this web site. As you may know, internet security technology is very good these days. We confirm the identity of customers through the use of multiple security credentials that have been designed in accordance with financial industry standards and best practice. Furthermore, any information sent between you and Santander when using the Santander online service uses strong industry-standard security technology.
Online Banking Commitment
Be assured that your money is safe when you bank online. There is protection provided by the Payment Services Regulations 2009. In the unlikely event funds are taken from your account as a result of fraud, we will refund you and restore your account to the state it would have been in had the unauthorised payment transaction not taken place. There are some circumstances in which this protection is not available, for example if you have acted fraudulently or have deliberately or with gross negligence failed to take reasonable steps to keep your security information safe. For more information about preventing fraud please visit our online security page.
Protecting you with technology
The information on our website is split into two types of area: 'freely accessible' areas and 'secure' areas. We don't mind who visits the freely accessible areas and we don't check on who does. None of your personal information is kept there, just general information about our products and services that anyone can have access to.
Your security details
The secure areas are where we do keep all that personal information, which is why you have to enter a personal password and security number before we can give you access. For example, you'll use the secure areas of our site when you access your Santander accounts online or apply online for an account.
You can identify secure areas by looking at the address in the top of your browser. An encrypted area's address will begin https:// rather than the usual http:// and you can also tell this by the padlock symbol in the bottom right hand corner of your web browser.
On top of this, any information you submit online is protected by data encryption. Your browser scrambles the information, and is later unscrambled when it gets to us. It cannot be read along the way.
You may come across the term 128-bit SSL (Secure Socket Layer) technology. This is the way the data is scrambled and unscrambled again at each end. The latest browsers have this built in - and it is automatically enabled unless you turn it off.
To prevent problems viewing secure sites like ours, it's always a good idea to have the latest version of your browser installed. For more help, talk to our technical support line on 0845 600 4388* (This line is open 7am to 11pm Monday to Saturday, and 9am to 9pm on Sunday).
Changing your security details
When you access your account online for the first time, we ask you to change your allocated Registration number to a number that is more memorable to you. You can change your Passcode and Registration number at any time by using the 'Security Details' section of Online Banking. When changing your security details, use words and numbers you can easily remember, such as a place or name that you know, but make sure it's only memorable to you. You could also include a number or two to make it harder for someone to guess.
To be more precise, you must choose:
To make your security details harder to guess, follow these rules
It is important that you make your Personal ID and Passcode different. They should not be the same.
If someone finds out your codes
If you think someone may know your security codes you should change them immediately, and notify us at once by phoning 08459 724 724* or by visiting your local branch.
Our website's secure areas
We only request and display personal information about you and your accounts and dealings from secure areas of our site.
Exactly the same security measures, including data encryption and passwords, apply to all our online application and transactional processes. In addition, these services are protected by 'firewalls'. This technology monitors and prevents any unauthorised access to our computer systems (where personal data is kept) - which means unauthorised people cannot access account and personal details.
Our golden rules for safe online banking
To help you keep your online banking activity more secure, we recommend you follow some sensible rules:
Your security details
Your home computer
Using other computers
Please check your statements regularly and if you have any doubts about anything, let us know.
If you have any problems, remember our Technical Support Staff are here to help you. You can talk to them on 0845 600 4388. Alternatively, pop into a branch and ask a member of staff for advice.