Current Accounts FAQs

The 123 Current AccountFrequently Asked Questions - read more

Changes to my Santander Current Account

> I have received information that my current account is changing from 22 February 2013. Where can I find more information about these changes?

Switching your current account to Santander
> Why should I move my current account to Santander?
> How can you help me switch my current account to you?
> What is the Switcher process?
> How long does it take for the whole switching process to complete?
> When does the switch start?
> How will I know at what stage the switching process is?
> How do I transfer my salary/income to my new Santander account?
> If I need any help with my switch what can I do?
> What happens if I go into my overdraft during the switching process - will I get charged?
> Can I switch from a joint account to a single account with Santander?
> Can I use the 5 Star rated Switcher Service to switch my payments from an existing Santander current account?

Accounts with added insurance and assistance benefits

> If I transfer to a new account, will I lose the benefits associated with my current account straight away?
> Can I transfer my account back to a product that is no longer available to new customers?
> What happens if I transfer my account and I have purchased an insurance upgrade (e.g increased age on my Travel Insurance)?
> I want to understand more about the limitations and exclusions on my Reward, Premium, Family Reward, Travel Reward, Premier 50 Current Accounts and Premier/Premier Direct Current Accounts opened before October 2005
> If I have a question relating to the insurance benefits on my account, 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 daily 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 to 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?
> I have an Alliance & Leicester current account, where can I find all the important account information documents on the Santander website?
> 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?

 

Changes to my Santander current account

I have received information that my account is changing from 22 February 2013. Where can I find more information about these changes?

We're making a number of changes to our off-sale current account range. These changes reflect our commitment to providing simple, straightforward products.

For more information about these changes and the options available to you, click here.

You can also visit your local branch or call us on 0845 600 3511.

Switching your current account to Santander

Why should I move my current account to Santander?

We have a range of products to suit all your banking needs; including accounts that help you save when you spend and save when you don't with cashback and interest all in one, accounts that offer an Arranged Overdraft (depending on circumstances), and accounts specifically designed for youth and students.

How can you help me switch my current account to you?

Using our free 5 Star rated Switcher Service to switch your current account couldn't be easier. Our dedicated team makes sure the whole experience is simple and straightforward for you.

We'll take care of the switch for you, keeping you informed throughout the process by letter, text and email of transferring your Direct Debits, standing orders and bill payments to your new account, click here for more details.

What is the Switcher process?

Step 1 - Welcome
We'll ask your old bank for a list of all your Direct Debits, standing orders and bill payments.

Step 2 - Update
We'll set up all your Direct Debits, standing orders and bill payments on your new account and ask the relevant companies to collect future payments from your new Santander account.

Step 3 - Completion
We'll send you a list of the companies that have not confirmed that they have updated their records and let you know what you need to do.

How long does it take for the whole switching process to complete?

The process usually takes 16 working days.

When does the switch start?

You can choose a start date for the switch, up to 60 days in the future and it's important to get this right. We suggest that you choose a start date just after most of your payments have gone out for the month, or if your payments are evenly spread through the month just after the largest payments have been made. Direct Debits, standing orders and bill payments can start coming out as soon as 5 days after the switch starts.

If you wish, we will send you a text to acknowledge that your switch is starting in the future.

How will I know at what stage the switching process is?

We'll keep you informed every step of the way by sending the following letters to you.. Providing you give us your details, we can also keep you informed by email and/or text message. Should you wish to update your details please log on to go to your Online Banking, visit your local branch, or call us on 0845 609 0010:

How do I transfer my salary/income to my new Santander current account?

We can help you as part of the switcher process to transfer your salary/income to your new Santander current account by providing a form for you to fill in and send to your employer or income provider.

If I need any help with my switch what can I do?

We will keep you informed throughout the process by writing to you (to confirm the switching process has started - detailing all of the Direct Debits, standing orders and bill payments which  we will be switching to your new account, and then again to confirm when the process has completed). Providing you give us your details, we will also keep you closely informed of the process by email and text message. You can also contact our dedicated Switcher team on 0845 609 0010 (Mon to Fri 8am to 7pm and Saturday 9am to 2pm). They may also contact you once you have started the switching process to see if they can help you with anything.

What happens if I go into my overdraft during the switching process - will I get charged?

We'll help you through the switching process by not charging you any Arranged Overdraft fees for the first four months from account opening, which you can use while your switch proceeds.

Can I switch from a joint account to a single account with Santander?

No. We can not switch your current account if you have a joint account with your old bank and your new Santander account is a single account.  You can open a new account and transfer your payment instructions yourself.

Can I use the 5 Star rated Switcher Service to switch my payments from an existing Santander current account?

If you already have a current account with us that has direct debits and standing orders and you transfer this account to our 123 Current Account or Everyday Current Account, then your payments will automatically be transferred. If you want to use our switcher service to move your direct debits from another bank then you can transfer your existing Santander Current Account to the 123 Current Account and switch either in branch or by the telephone. We do not offer this service online.

Accounts with added insurance and assistance benefits

If I transfer to a new account, will I lose the benefits associated with my current account straight away?

Yes, if you are transferring to a new account, the benefits associated with your current account will cease immediately. This will include any preferential interest rates or insurances that you get on your account.

Can I transfer my account back to a product that is no longer available to new customers?

No, if a product is no longer available to new customers, you will not have the option to transfer back to it. It is therefore extremely important that you understand that upon transfer you will lose the benefits associated with that account.

What happens if I transfer my account and I have purchased an insurance upgrade (e.g increased age on my Travel Insurance)?

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

I want to understand more about the limitations and exclusions on my Reward, Premium, Family Reward, Travel Reward, Premier 50 Current Accounts and Premier/Premier Direct Current Accounts opened before October 2005

For full details of the limitations and exclusions, as well as how to register, please click on the following links:

Premium Current Account
Reward Current Account
Family and Travel Reward Current Accounts
Premier 50 Current Account
Premier Current Account and Premier Direct Current Account opened before October 2005

If I have a question relating to the insurance benefits on my account, who should I contact?

It's easy to get in touch by using the following numbers:

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

Premier Current Account and Premier Direct Current Account opened before October 2005

0800 093 4745

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 Daily Arranged Overdraft Fees, or Daily Unarranged Overdraft Fees and Paid Item Fees when using an Unarranged Overdraft.

Note: If we decide not to make a payment which would take you over your Arranged Overdraft or into an Unarranged Overdraft by £12 or less, an Unpaid Item Fee may still apply.

If I use both an Arranged Overdraft and Unarranged Overdraft in the same day, will you charge me both daily 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: This does not guarantee a payment due on the same day will be made. You should always ensure there are sufficient funds available in your account by the end of the day prior to any payments which are due.

Is there a limit on Overdraft fees?

Yes. Daily Arranged Overdraft Fees and Daily Unarranged Overdraft 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 (Daily Fees and Paid and Unpaid 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:

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. 

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:

 

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).

I have an Alliance & Leicester current account, where can I find all the important account information documents on the Santander website?

You will find the following PDF's by clicking here:

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 to 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.

Details correct as at 4 March 2013.