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Credit cards frequently asked questions

Answers to your questions

Answers to your questions about credit cards

Get an instant answer to your question by viewing frequently asked questions about credit cards.

  • You can use your Santander credit cards abroad to make purchases and to withdraw local currency from cash machines as and when you need it, simply look for the Visa or MasterCard signs, and feel secure knowing that it's a safer option than carrying large amounts of cash or traveller's cheques.

     

    For further peace of mind, please tell us about your travel arrangements using Online Banking (Account Services), your nearest Santander branch or by calling us on 0800 9 123 123 (lines are open 7am to 11pm Monday to Saturday and 8am to 10pm on Sunday). We’ll then be able to make sure your card isn't blocked when you use it overseas.

  • This depends on which credit card you hold with us and which type of transaction you make. The two kinds of transactions are:

     

    Making a purchase abroad or online in a currency other than sterling to buy goods or services.

     

    Withdrawing money (foreign currency) and buying traveller's cheques - Withdrawing cash abroad (either in a bank or at a cash machine), or buying traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the MasterCard/Visa sign) in a currency other than sterling. Please note there is no interest free period on cash withdrawals and interest will be charged from the date of withdrawal

     

    The table below shows the charges on our credit cards when used abroad.

     

    Credit Card Non Sterling transaction fee for purchases Non sterling transaction fee for cash withdrawals Cash withdrawal fee
    All in One Credit Card 0% 0% 3% (min £3)
    Everyday Credit Card 2.95% 2.95% 3% (min £3)
    Zero Credit Card 0% 0% 0%
    1I2I3 Credit Card (no longer on sale) 0% 0% 3% (min £3)
    All other Santander Credit Cards  2.95%  2.95% 3% (min £3)

     

    Illustrative Cost Examples based on a €100 (Euro) transaction if using the 1I2I3 or All in One Credit Card.

    Transaction Transaction value^ Non-sterling transaction fee Non-sterling purchase fee Non-sterling cash fee Total cost
    Credit card purchase € 100 0.00% n/a n/a £78.58
    £78.58 0.00 £0 £0
    Credit card cash withdrawal € 100 0% n/a 3% (min £3)  £81.58
     £78.58 £0 £0 £3

     

    Illustrative Cost Examples based on a €100 (Euro) transaction if using the Everyday Credit Card

    Transaction Transaction value^ Non-sterling transaction fee Non-sterling purchase fee Non-sterling cash fee Total cost
    Credit card purchase € 100 2.95% n/a n/a £80.90
    £78.58 £2.32 £0 £0
    Credit card cash withdrawal € 100 2.95% n/a 3% (min £3) £83.90
     £78.58 £2.32 £0 £3

     

    ^ MasterCard exchange rate of €1 = £0.785833 as at 1 June 2016

    The exchange rates reflect the rate applicable when the relevant payment scheme (MasterCard or Visa) processed the transaction and not the date on which the transaction took place.

     

    If you are given the option of paying in either local currency or sterling, please make sure you choose local currency unless you are certain that the exchange rate is more favourable. If you choose sterling, it means that the retailer or bank will handle the conversion and may charge you a conversion fee, a foreign usage fee, or both.

     

    When you use your credit card to buy goods or services in a currency other than sterling, we will convert the amount into sterling using the exchange rate set by Visa or MasterCard (subject to card type) on the date the transaction is charged to your account, together with any applicable foreign usage fees as set out in the table above.

     

    The exchange rate used may differ from the rate that applied on the actual date of the transaction as exchange rates vary on a daily basis. The exchange rate used when the transaction is processed and the amount of the transaction in sterling after the application of the exchange rate will be detailed on your statement.

     

    MasterCard exchange rates available at: www.mastercard.com/global/currencyconversion/index.html
    Visa exchange rates available at: www.visaeurope.com/making-payments/exchange-rates

     

    A daily cash withdrawal limit of £300 applies, unless otherwise advised.

  • Before you travel abroad make sure your contact details, especially your mobile telephone number are up to date.

    You can do this in three ways:

    1. Via Online Banking
    2. Call Santander
      Debit and Credit cards - 0800 9 123 123. Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.
    3. Update your details in your local Branch

    You can also register for our text or email alert service to keep you informed of your finances while you're away. Learn more about account alerts
     
    We will continue to monitor your account for fraud and unusual transactions whilst you’re abroad. We’ll contact you if we detect unusual activity. If you keep your mobile phone with you, you’ll be able to confirm genuine transactions as soon as we contact you.
     
    Make sure you know your PIN. If you’ve forgotten your PIN, please contact us before travelling and we’ll send you a new one.
     
    If you are travelling outside the EU, let us know so we can place a note on your account to say you are travelling. This is not a requirement, but may help if you are concerned about your card use while abroad. Please speak to us on 0800 9 123 123 to do this.

    You don’t need to tell us when you are travelling in the EU. As the EU has a high coverage of Chip and PIN, we are able to identify you and will monitor for fraud in the same way as if you were using your card in the UK.

  • You can make a payment in a number of different ways.

     

    Online
    Pay online directly from your account by quoting:

    • Sort Code: 09-00-99

    • Account Number: 01000007

    • Reference: Your credit card account number

    Allow up to 1 working day for payments made through online banking to reach the account.

     

    By post
    You can send a cheque, payable to the primary cardholder, followed by your card number (for example: Mrs Smith 5286 8901 2345 6789) to:
    Clearing Centre
    Santander Cards Limited
    Bridle Road
    Bootle
    L30 4GB
    Please remember to write your credit card account number on the back of the cheque.

     

    For payments by post, customers should allow 7 working days for their payment to clear once we’ve received it.

     

    In branch
    You can pay at any Santander branch by cash or cheque using the payment slip at the bottom of your statement. Find your nearest branch

     

    For cheque payments, you should allow up to 7 working days for payment to clear. Up to 1 working day if paying in cash.

     

    Direct Debit
    You can set up a Direct Debit to pay the minimum repayment, a fixed amount or the full amount of your statement balance. If you would like to set up or amend a Direct Debit you can either call us on 0800 9 123 123, or, if you’re registered, use Online Banking.

  • To report a lost or stolen credit card or if you believe you’ve been a victim of credit card fraud please call 0800 9 123 123 (+44 1512 648 725 from abroad). Lines are open 24 hours a day, 7 days a week.

  • You can activate your credit card online by logging on to Online Banking or by calling 0800 783 7830. Lines are open 9am to 8pm Monday to Thursday, 9am to 7pm Friday and 9am to 5pm Saturday.

     

    Additional cardholders should call on the number above to activate their card.

  • You can view your balance and credit limit online by logging on to Online Banking.

     

    You can also get this information by calling 0800 9 123 123.

     

    To request a change to your credit limit on your account call 0800 9 123 123. Lines are open 7am to 11pm Monday to Sunday.

  • The easiest way to change your address and contact details (including your telephone number and email address) is to do it via Online Banking. It will be changed instantly.

    If you have a joint account you can only change your own name and/or address within Online Banking. If both names and/or addresses need to be changed, both account holders must log on to their own Online Banking and change their own details.

    You can also change it by telephone or in branch.

    1. Online Banking (instant):

      Log on and update your details instantly from within the "My Details & Settings" tab.

      • Choose 'Change personal details' from the left hand menu and then click 'Change address'.

      • Enter your new details (including postcode) and follow the onscreen instructions.

      • Please note: You will need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand.

    2. By telephone (for current account and savings customers):

      • Call our Telephone Banking line on 0800 9 123 123. Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.

    3. In branch:

      • Complete a change of details form by

        • Printing off and completing the Change of details form (pdf) *

        • Requesting a copy of the form by calling us on 0800 9 123 123. Lines open 7am-11pm Monday to Saturday and 8am-10pm on Sundays.

        • Collect a form from your local branch.

      • Take the form to your local branch together with relevant account documentation:

        • Your cash card, passbook or certificate and;

        • Signature bearing identification such as a full UK driving licence or valid EEA passport (this includes UK passport).

    If you would like to discuss our identification requirements please call us on 0800 9 123 123 and we will be happy to help. Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.

    Important information for customers with alerts: If you have Account alerts set up on your account and you want these to be sent to your updated telephone number and/or email address, then you will need to amend your alerts via the 'Account Services' tab in Online Banking as they are not automatically updated when you change your details.

    * To open these documents you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free

  • Contactless is a fast, easy and secure way to pay for goods and services under £30 without entering a PIN.

     

    All you have to do is place your contactless card over the contactless reader to make the payment. Find out more

  • When shopping online it's important to feel confident using your card.

     

    Santander Secure, in partnership with Verified by Visa and MasterCard SecureCode, helps protect your card against unauthorised use when you shop online. It's free to use, you're automatically signed up, and it covers you when you use your Santander card at over 300,000 online retailers.

     

    For your security you may, from time to time, be prompted to provide some additional information when making a purchase.

  • If you decide that you no longer want your new credit card you have 14 days from the day after you receive your card to tell us you want to withdraw from the agreement.

     

    If you want to withdraw you must tell us before the end of this time by writing to us at Santander UK plc, PO Box 983, Bradford, BD1 9FE or calling us on 0800 9 123 123 (calls may be recorded and monitored for training and security purposes).

     

    We will let you know how much to pay and how to make a payment. You then have up to 30 days from the day after you notify us to repay any amount you borrowed, along with any interest charged to your account.

  • It is important that you make at least the minimum payment when due. Failure to make the minimum monthly payment on time will result in a late payment fee of £12 as well as interest. As a consequence of this, the total cost of your debt may grow. If you don't make your payments on time we are entitled to record any defaults that you make at Credit Reference Agencies. This may make obtaining credit more difficult and more expensive in the future.

     

    We are also entitled to move funds from any current or savings account you hold with any other member of the Santander Group to settle any outstanding payments. It could also result in legal action being taken against you, by us or a third party to whom we may have sold the debt, which could result in a court order being obtained and you incurring legal costs. A court order may result in any outstanding debt being secured against your home.

     

    For more information on how Santander and independent organisations may help you manage your money, please visit our 'Money worries' section.

  • We may change interest rates on your credit card and will always give you 30 days notice if we choose to do so. Interest rates can both increase and decrease. Any increase could increase the amount you have to pay each month and may mean that it takes you longer to repay any outstanding balance. We may change your interest rate as a result of a rate change that is applicable to all borrowers, or we may change the rate you are charged individually based on a number of factors, such as credit risk and the way you use your account. You can find more information in our credit card interest rate guide.
     

  • You can add an additional card for family members who live at the same address and are aged 18 and over. What's more you can have up to 3 additional cardholders, for no extra fee. Call 0800 9 123 123.

  • How you applied for the credit card will affect how your application is processed.

     

    To find out about the different stages of the application, including how long it takes to receive your card, read about the credit card application process

  • If you hold any of our credit cards, you may not be eligible for associated benefits on your account if moving abroad. We recommend talking to us to review your credit card account options, simply call 0800 9 123 123 Monday – Sunday 7am to 11pm

     

    Please note that we can't accept Direct Debits from an overseas bank account. Direct Debit payments will need to continue to be made via a UK bank account.

  • If you have paid for goods or services on your Santander Credit Card, in the UK or abroad, you may have the right to bring a claim against us under section 75 for a refund. This applies whether you have paid the full amount, only the deposit or made a partial payment on your credit card.

    We are jointly responsible with the supplier to provide you with a refund for goods or services in the following situations:

    1. The supplier ceases trading and goods fail to arrive.

    2. The goods are faulty or the service or goods were not what you expected.

    3. You were persuaded to buy goods or services on the basis of incorrect information.

    Answering yes to these 5 questions will give you a good idea if you have a claim:

    1. Did you purchase the goods using your credit card? (Debit cards do not give you section 75 protection)

    2. Did the individual goods or services cost more than £100 and not more than £30,000?

    3. Did you pay the supplier of the goods or services directly using your credit card? (Note – if you paid a third party such as a travel agent, PayPal or Amazon Marketplace then you may not have section 75 protection)

    4. Did you pay for the goods or services within the last 6 years?

    5. Did the primary cardholder purchase the goods or services or did the primary cardholder benefit from the purchase (e.g. a family holiday)?

    If you can answer yes to all 5 questions, call us on 0800 9 123 123 7am to 11pm Monday to Sunday.

  • No. It’s entirely up to you, however if you are trying to limit the amount of interest you pay, you may want to close it to stop the temptation to use it again. If you want to do this you should contact the card issuer.

  • Any payment you make to your account will be used to pay off your balance in the following order:

    • Minimum payment due

    • Any transactions that are already on your statement

    • Any transactions that have not yet appeared on your statement

    When we allocate repayments to transactions we’ll allocate them to the highest interest rate balance first; this is to make sure you pay the least amount of interest possible. For example, if you’re being charged 18.9% for purchases you’ve made along with 0% on a balance transfer, we’ll pay the purchases off first.

  • What do I get charged if make a cash withdrawal?
    Credit card payments are due a month in arrears, so any cash transactions or purchases you make this month will not show on your statement until the following month. This is especially important to note if you have made a cash withdrawal as you will be charged interest from the date of the cash withdrawal until you have repaid it in full (which could be in the following month). As per the allocation of payments below, if you want to pay off a cash withdrawal quickly to minimise the interest charged, you need to pay enough into your account to clear the balance shown on your last statement and the cash withdrawal amount. Please ensure a cash withdrawal is the right option for you, particularly if you are currently taking advantage of a 0% interest offer, as clearing your balance in full may not be the best option in this instance.

     

    Any payment you make to your account will be used to pay off your balance in the following order:
    Minimum payment due

    • Any transactions that are already on your statement

    • Any transactions that have not yet appeared on your statement

  • Can't find what you are looking for? Find more on the main FAQs page.

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Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.