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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.

  • To report a lost or stolen credit card or if you believe you’ve been a victim of credit card fraud please call 0845 602 1582 (+44 1512 648 725 from abroad). Lines are open 24 hours a day, 7 days a week.

  • Charges apply when you use your credit card abroad to make purchases and to withdraw local currency from cash machines:

     

    • Making purchases abroad or online in a currency other than sterling.
      You will be charged a non-sterling transaction fee of 2.95% of the value of the transaction.

     

    • Withdrawing cash from a bank or cash machine or buying foreign currency or travellers cheques in a currency other than sterling.
      You will be charged a non-sterling transaction fee of 2.95% of the value plus a non-sterling cash fee of 3% of the value (at least £3).

     

    • No interest free period on cash withdrawals.
      Interest will be charged from the date of withdrawal.

    Top tip
    If given the option of paying in either local currency or sterling, ensure 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.

     

    Zero Credit Card customers
    No cash fees or non-sterling transactions fees will be charged to Santander Zero Credit Card customers (please note, the Santander Zero Credit Card is not currently on sale to new customers).

     

    Before travelling overseas

    • Make sure your contact details are up to date, including your mobile telephone number. The easiest way to do this is via Online Banking. Alternatively, you can call us on 0845 602 1582 or visit a branch. We will continue to monitor your account for fraud and unusual transactions while you are abroad. We will contact you if we detect unusual activity. If you keep your mobile phone with you, you will be able to confirm genuine transactions as soon as we call

    • Ensure you know your PIN number. If your card does not have a PIN, please contact us before travelling on 0845 602 1582.

    • 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 an advisor on 0845 602 1582 to do this

    You do not 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 paying in the UK.

  • You can activate your credit card online by logging on to Online Banking or by calling 0845 603 8750. 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 0845 602 1582.

     

    To request a change to your credit limit on your account call 0845 602 1582. 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.

     

    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 08459 724 724. Lines open 7am to 11pm Monday to Saturday and 8am to 10pmSundays.

       

    3. In branch:

    • Complete a change of details form by

      • Printing off and completing the Change of details form *

      • Requesting a copy of the form by calling us on 08459 724 724. 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 08459 724 724 and we will be happy to help. Lines open 7am to 11pm Monday to Saturday and 8am to 10pmSundays.

     

    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 
     

     

  • When shopping online it is important to feel confident using your card. Verified by Visa and Santander Secure will help with this.

     

    Verified by Visa helps protect your card against unauthorised use when you shop online with participating stores. The Verified by Visa service provides secure online shopping when using your Santander card at over 300,000 online retailers. Find out more about Verified by Visa.

    Santander Secure gives you additional security when buying goods over the Internet. It's simple and it's free to use. Simply register your card and choose a password. Whenever you buy goods over the internet from participating retailers you will be asked to provide your password, in addition to your card details, so if anybody else gets hold of your card details, they could not be used at the participating retailers, as a password is needed to accompany the transaction.

    How it works:

    • You can register for Santander Secure using the links below. As part of the registration process you will be asked to provide a password.

    • Alternatively, if you have not previously registered for the service, you may be asked to do so when making an online purchase with a participating retailer. It is safe to register under these circumstances, however please check the retailer's information to ensure they are a member of the "Verified by Visa" or "MasterCard SecureCode" schemes.

    • Once you have registered, when you make an online purchase with a participating retailer you will be asked to enter the password that you created during the registration process. When your password is entered correctly the transaction will be processed as normal.

    Register now:
    You can register for this service now. Just click on the appropriate link below:
    MasterCard Registration
    VISA card Registration

     

    Log on to Santander Secure Account Manager:
    Log in to your Santander Secure account to change your details, add additional cards and view your Santander Secure transactions. Just click on the appropriate link below:
    MasterCard holder Log on
    VISA card holders Log on

     

    Other useful information:
    MasterCard holder FAQs
    VISA card holder FAQs

  • 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 callus on 0845 602 1582 or, if you’re registered, use Online Banking.

  • 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 Cards Limited, PO Box 983, Bradford, BD1 9FE or calling us on 0845 602 1582 (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.

  • We may increase interest rates by giving you at least 30 days notice. 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 increase 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 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 0845 602 1582.

  • 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 0845 602 1582 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 0845 602 1582 7am to 11pm Monday to Sunday.

  • 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.

  • Before you travel abroad make sure your contact details, especially your mobile telephone number are up to date, so that Santander can contact you while you are abroad should we suspect fraudulent activity on your account.

    You can do this three ways:

    1. Via Online Banking

    2. Call Santander
      Debit cards - 08459 724 724. Lines open 7am to 11pmMonday to Saturday and 8am to 10pm Sundays.
      Credit cards - 08456 021 582. Lines open 7am to 11pmMonday to Saturday and 8am to 10pm Sundays.

    3. Update your details in your local Branch

    You can also register for our SMS or email alert service to keep you informed of your finances whilst you're away. Learn more about account alerts

  • Charges apply when you use your credit card abroad except for Santander Zero credit card holders, where no cash fees or non-sterling transactions fees will be charged.

     

    Please note: the Santander Zero Credit Card is not currently on sale to new customers.

     

    Scenario Fees or charges
    Making a purchase
    Making a purchase abroad or online in a currency other than sterling to buy goods or services
    You will be charged a non-sterling transaction fee of 2.95% of the value of the transaction.
    Withdrawing money (foreign currency) and purchasing traveller's cheques
    Withdrawing cash abroad (either in a bank or at a cash machine), or purchasing 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
     
    You will be charged a non-sterling transaction fee of 2.95% of the value plus a non-sterling cash fee of 3% of the value (at least £3)
    Please note there is no interest free period on cash withdrawals and interest will be charged from the date of withdrawal

     

    Illustrative Cost Examples based on a €100 (Euro) transaction

    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 £83.75
    £81.35^^ £2.40 £0 £0
    Credit card cash withdrawal €100^^ 2.95% n/a 3% (min £3) £86.75
    £81.35^^ £2.40 £0 £3

    ^^ MasterCard exchange rate of €1 = 0.813522 as at 2 June 2014
    The exchange rates reflect the rate applicable when the scheme processed the transaction and not the date on which the transaction took place.

     

    Please note: If given the option of paying in either local currency or sterling, ensure 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 abroad in a currency other than sterling, we convert the amount to sterling using the exchange rate set by Visa or MasterCard (subject to card type) on the date the transaction is charged to your account. The exchange rate is also shown on your monthly statement.

     

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

  • 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.

  • To make sure you pay the least amount of interest possible, when you make repayments we’ll allocate them to the highest interest rate balance first. 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.

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

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