Get an instant answer to your question by viewing frequently asked questions about current accounts.
If you're not sure about the details of a transaction on your account, for example the date, amount or company name, please contact us on 0800 9 123 123 with your account details, the date of the payment and the name that appears on your statement and we'll do our best to help.
Some companies have different trading names to their store name. If you Google the trading name this will provide you with the store name, which you may recognise
Do you recognise the amount? Is it the same as something you remember paying for even though the description may be different?
If it’s on a joint account, have you spoken to the other account holder to see if they recognise the transaction, or have made the transaction?
Is the amount different to what you were expecting? This may happen with overseas transactions because of daily changes in the exchange rate
Have you signed an agreement or contract with a retailer, who has then charged you for a service? To confirm, check the terms and conditions of any agreement you have
Have you provided your card details to this retailer in the past, or has this retailer debited your account before? Check your statements to find out
Have you signed up to a free trial for something which has now become a paid service? Check any agreements you signed up to with a trial.
Only shop with companies you know and trust, or ones that have a good reputation. For more information on how to protect yourself when shopping please visit our security centre here.
If your existing account is not meeting your needs, please go into one of our branches to discuss this with an advisor in more detail. We may have an alternative account that will be more suitable for you. Find your nearest branch
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 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 0800 9 123 123.
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.
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You can use your Santander debit card 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.
Cash card customers can use their card to withdraw local currency from cash machines abroad wherever you see the Cirrus sign. Charges may apply. For full details please see the General Terms & Conditions.
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.
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
You may also be eligible for a contactless Debit Card on your Santander current account. If so, you will automatically be sent one upon renewal. You can also talk to us in branch to find out if you are eligible and to request a new contactless card now, in advance of your automatic renewal.
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. Find out more about our Alerts service
View our call charges
No. If you use an Arranged or Unarranged Overdraft of £12 or less, we won’t charge you any Arranged or Unarranged Overdraft Usage Fees or Paid Transaction Fees.
Depending on your circumstances, we may 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. If this happens an Unpaid Transaction Fee will still apply.
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.
There are a number of things you can do to try to avoid overdraft fees:
The majority of our current accounts have an overall monthly fee cap which will limit the amount of fees you can incur in each monthly statement period.
The limits will vary depending on the type of account you have. To find out what the limits are on your account please check the Key Facts Document on your product page. If your account is no longer on sale, visit Important information for accounts no longer available to open.
If you are regularly incurring overdraft fees, you may find one of our other products is more suitable for your needs. We have a number of accounts available, including the Choice Current Account that will try to keep you out of an Unarranged Overdraft for a £10 monthly fee, or the Basic Current Account that has no overdraft facility at all.
You can order duplicate statements for a Santander current account via our Online Banking service, by calling us on 0800 9 123 123 (we're open Monday to Saturday from 7am to 11pm and Sunday from 8am - 10pm) or can write to us at:
PO Box 1109
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.
You can see your IBAN number:
In Online Banking
Log on to Online Banking.
Choose the Account Services tab at the top of the page
Select Account requests from the left hand menu.
Click 'View details (BIC & IBAN).
On your Paper Statement
It is printed on the first page of your monthly statement under 'your account summary',
Alternatively, call us
0800 9 123 123 (+44 1908 237963 from abroad). We're available 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.
View our call charges
We don't charge you for using a cash machine abroad but the cash machine operator may make a charge.
Always choose to take your cash in the local currency if you have the 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).
Avoid all cash handling and foreign exchange fees by using a Santander cash machine
If you have an adult current account and pay in at least £500 per month, you can get free cash machine withdrawals in Spain when you use any Santander cash machine.
You can make a CHAPS or international payment in two ways:
Visiting a branch
Before calling or going to a branch, please be prepared with your account details and the account details of the person you wish to pay.
Your account details include:
Your Santander Visa Debit Card or Santander Passbook and;
proof of your ID such as a valid passport or driving licence
You may also be asked some standard security questions regarding your account.
In the UK, the account details for the person you are paying to include:
their full name
their sort code
For overseas payments, the account details for the person you are paying to include:
their full name
the Bank Identifier Code (BIC) of the beneficiary's bank and;
the beneficiary's account number or IBAN (International Bank Account Number). Please note you must supply the beneficiary's IBAN for Euro payments to countries in the European Economic Area.
For further details of other acceptable ID please call 0800 9 123 123.Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.
Please call 0800 9 123 123. Lines open 7am-11pm Monday to Saturday and 8am-10pm Sundays.
Go to your local branch with the bank account details listed above.
The following is a tariff of charges for CHAPS Payments and International Payments (including Sterling being sent outside the UK). Exchange rates vary from day to day, and charges on services may change at short notice. Please ask for confirmation when you use one of the services.
You can request these details at any of our branches or by calling us on 0800 9 123 123.Lines open 7am to 11pm Monday to Saturday and 8am to 10pmSundays.
|International Payments||£25 per transfer when sending Sterling outside UK. |
£25 per transfer when sending Foreign Currency abroad.
NB. There may be additional charges levied by the correspondent banks and/or beneficiary bank. We have no control over these charges.
|CHAPS Transfers||£25 per transfer|
Receiving money via a CHAPS or International Payment
You will need to provide the sender with your full name, sort code and account number (or IBAN International Bank Account Number if your account has one). For International Payments from abroad you will also need to provide the sender with Santander's Bank Identifier Code (BIC), which is ABBYGB2L.
If the funds are received in a foreign currency we will automatically convert them into Sterling using our exchange rate on the day we receive the funds.
The funds will normally be credited to your account on the same day we receive them. If it is an International Payment we will credit your account providing we receive the payment by no later than 5pm.
Although we do not levy a charge to receive an International Payment, other banks may deduct a charge from the payment before it reaches us. These are beyond our control.
The process operates just like a UK cheque except that the cheque is drawn in a foreign currency. Key things to note:
When you visit a branch to request a Foreign Currency cheque, it will be generated and handed to you straight away.
We will debit your account immediately for the equivalent Sterling amount using our applicable exchange rate.
If you wish to cancel the cheque after we have issued it to you, we can do this but there will be a charge for this. Due to exchange rate fluctuations you may receive back less than you originally paid.
If you notify us that the cheque is lost or stolen, we will place a stop on this and refund your account, but there will be a charge for this. It will take at least five working days for your account to be re-credited. Due to exchange rate differences you may receive back less than you originally paid.
If after six months the payee has not presented the cheque for payment, we may cancel the cheque. Your account will be re-credited with the Sterling amount, based on our exchange rate on the day we stop the cheque. This means you may receive less back than you originally paid.
You can pay cheques drawn in a foreign currency into your account as long as they've been made payable to you and are no more than 6 months old. There are two different methods of clearance available to process these cheques.
The first option is via Collection. The value of the cheque after conversion must exceed £100. This is to ensure that there are sufficient funds to cover any correspondent charges. We will normally send the cheque to the bank where it originated from, requesting payment on your behalf. In this case we'll need to wait to receive the proceeds before crediting your account. Cheques cleared this way usually take between 4 and 8 weeks to clear, depending on the country they are drawn on and there are normally clearance charges. The relevant exchange rate will be applied when we receive the cheque proceeds from the foreign bank. If we are notified that the cheque will not be paid, there will normally be additional charges from correspondent banks and we will also apply our own charges. These will be debited from your account immediately.
Alternatively, and at our discretion, we can arrange to process via Negotiation method. To be processed via this method, normally the cheque must not exceed £5,000 equivalent after conversion. We credit your account after 6 working days without needing to receive confirmation of clearance from the bank on which the cheque was drawn. We do, however, reserve the right to debit your account if the cheque is later returned unpaid. If this happens, there will be additional charges. The amount on the cheque will be converted to Sterling at the exchange rate on the day we process the cheque. However the funds will remain uncleared for 6 working days and you will only be able to draw against these after the 6th working day.
You must be the named Payee of the cheque to utilise either service.
If you want to pay a set amount out of your account on a regular basis, you can set up a Standing Order. This can go into any other account, for example, a savings account or someone else's account, for example, to pay your rent each month.
To set up a standing order, you can either:
1. Use Online Banking to set up a standing order.
2. Fill in a form in a Santander branch.
Before logging onto Online Banking or visiting a branch, please be prepared with the account details of the person you wish to pay.
The account details for the person or company you are paying include:
their full name
their sort code
1. Creating a standing order via Online Banking
You will need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand.
To set up a new standing order via Online Banking:
From 'My Accounts' select the 'Standing Orders' tab.
Select ' Set up standing order' from the left-hand menu.
Choose from the list:
Regular transfer between Santander accounts.
Regular payment from my account to another UK account.
Complete the easy to follow form and click 'Continue'.
Confirm the details of your instruction are correct, enter the OTP code that will have been sent to your registered mobile phone and click 'Confirm'.
If your payment is being sent by Faster Payments, your request will usually be processed within 2 hours but may take until the next day to show in your transactions subject to normal bank checks.
2. Creating a Standing Order via a Santander branch
Alternatively fill in a form in a Santander branch telling us who to pay, how often and what the amount is. Please give us seven days to deal with your request.
If you need to make regular payments to utility companies for example, to pay gas, electricity or water bills and so on, you can authorize organisations to take money out of your account on a regular basis by Direct Debits. Some organisations offer a discount if you pay by Direct Debit.
Setting up a Direct Debit
To set up a Direct Debit, you need to get a form from the company you want to pay. As long as you have given permission in writing (by signing the form) and the company has been approved by its own bankers, we will arrange for the company to collect the money direct from your account.
Changing or cancelling your Direct Debit via Online Banking
You can cancel a Direct Debit via Online Banking, Telephone Banking or in branch
Please note: To ensure that a Direct Debit payment is cancelled successfully you should give at least 1 working days notice prior to the payment due date. This must be on the previous working day.
For example, if cancelling a Direct Debit payment due to debit your account on a Wednesday, you must do so before 4pm on Tuesday.
If cancelling a direct debit payment due to debit your account on a Monday, you must cancel this before 4pm on the previous Friday to ensure that this payment will not debit your account.
You must also cancel any Direct Debit with the company with whom you have arranged the Direct Debit, to ensure that payments will not debit your account.
The Direct Debit Guarantee
The form you fill in should have a guarantee attached. If there is a mistake with your Direct Debit, you are entitled to a full refund. If the form does not have a guarantee, the payment is known as a recurring transaction and is not protected in the same way as a guaranteed Direct Debit. In this case, you may not be asked to sign anything and a transaction may take place without you receiving anything in writing relating to the payment.
Remember: If you hold a 123 Current Account and cancel any of your Direct Debits, the amount of cashback you can earn from your account may reduce. It may also affect your eligibility to receive the 123 Current Account cashback and credit interest benefits. Please refer to the 123 Current Account Specific Conditions for full details.
If you think you may have lost or forgotten about an old savings or bank account, we can help.
An account becomes dormant when you do not make any transactions on your account:
for one year in the case of current accounts or;
for three years in the case of savings accounts
This means that we will stop sending you statements, letters and cards.
To track down any accounts you may have, simply take one of the following steps:
If your account is Dormant, visit any Santander Branch and speak to our team. Please bring any account documentation, such as a passbook or statement. You’ll also need some form of identification, for example a passport or driving license.
If you are unsure if your account is Dormant, or you have found a passbook or old statement, you can call us on 0800 9 123 123 or visit any Santander branch with identification. Lines open 7am to 11 pm Monday to Saturday and 8am to 10pm Sundays.
If you are aware of a bank or building society holding an account then you should first approach that bank or building society direct to see whether the account is still open.
If it is not, then you can go to http://www.mylostaccount.org.uk to either complete an online request or download a dormant account form from the site, and send it to Santander at:
Santander Savings Correspondence, CST 1 PO Box 1109,Bradford, BD1 5ZJ
You can follow their guidance or use this service to search for a dormant or lost account. This service helps with the search of accounts that are no longer on the live or open part of the bank or building society's customer records and instead are being maintained as part of their record of lost or dormant accounts.
Unclaimed Assets Scheme
We participate in the unclaimed assets scheme established under the Dormant Bank and Building Society Accounts Act 2008. The purpose of the scheme is to enable money in dormant accounts (i.e. balances in accounts that have been inactive or dormant for 15 years or more) to be distributed for the benefit of the community while protecting the rights of customers to reclaim their money.
Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL). RFL is a not for profit reclaim fund which is authorised and regulated by the Financial Conduct Authority.
If we transfer the balance of your account to RFL, you will have against RFL whatever right to payment of your balance you would have had against us if the transfer had never happened. However, we will remain responsible for managing all aspects of the customer relationship with you and for handling all repayment claims (which we will do on behalf of RFL). Therefore, you should continue to contact us in the usual way if you have any queries or complaints in relation to your account or balance.
Both we and RFL participate in the Financial Services Compensation Scheme (FSCS). The transfer by us to RFL of your balance will not adversely affect any entitlement you have to compensation from the FSCS.
There are 4 steps you should take before moving abroad.
Moving abroad may have an impact on the accounts you have with Santander, in particular the benefits provided as part of the account and methods of repayments.
The table below lists by product any impact that could affect you by moving abroad.
You may wish to consider booking an appointment in branch for more information and for details of the options available to you.
If you haven't already, please visit Her Majesty's Revenue and Customs (HMRC) website for more information on any change to your tax status whilst you're away, or you can call them on +44 135 535 9022. You may be eligible for gross interest on banking, savings and fixed rate bond products, subject to completing and returning the R105 form to us which is available on the HMRC website.
Impact of moving abroad on accounts
|123 Current Account|| |
|Premier and Premier Direct Current Accounts with European Travel Insurance|| |
|Savings Accounts, Fixed Rate Bonds, ISAs and Investments|
|Fixed Rate Bonds|| |
|Cash ISAs, Investments ISAs and Investments|| |
|Personal Loans|| |
|Credit Cards|| |
|123 Credit Card|| |
Before you leave you should sign up for Online and Telephone Banking as both will help you manage your account remotely when you are no longer able to access a branch.
Go to Register for Online Banking for more information on Online Banking and how to register.
Please note that our Online and Telephone Banking services are not available for all products.
In order to register for our Account alerts service, you need to be able to log on to Santander Online Banking.
If you're already registered for our Online Banking Service, you'll find details on how to set up your alert service in the 'Account Services' tab.
It is important that you 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.
The easiest way to do this is to send us a secure message via Online Banking, visit your local branch , or call:
0800 9 123 123 (+44 1908 237 963). Lines are open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.
0800 9 123 123 (+44 1512 648 725). Lines are open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.
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:
Via Online Banking
Debit cards - 0800 9 123 123. Lines open 7am to 11pmMonday to Saturday and 8am to 10pm Sundays.
Credit cards - 0800 9 123 123. Lines open 7am to 11pmMonday to Saturday and 8am to 10pm Sundays.
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 debit card abroad, except for the Zero debit card customers (which we are currently not offering 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 2.75% of the value plus a non-Sterling purchase fee of £1.25 for each 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 Visa sign) in a currency other than Sterling
|You will be charged a non-Sterling transaction fee of 2.75% of the value plus a non-Sterling cash fee of 1.5% of the value (at least £1.99)|
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|
|Debit card purchase ||€100 ^||2.75%||£1.25||n/a||£84.95 |
|Debit card and cash card cash withdrawal ||€100^||2.75%||n/a||1.5% (min £1.99)|| £85.69 |
|Debit card cash withdrawal at Santander cash machine in Spain ^^^ ||€100^||n/a||n/a||n/a|| £81.46 |
^Visa exchange rate of €1 = 0.814598 as at 02 June 2014
^^^ For adult current account customers paying in at least £500 each month
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 debit card abroad or online, all transactions in currencies other than Sterling will be converted into Sterling on the day they are added to your account at an exchange rate set by Visa (on the day the transaction is processed) together with the foreign exchange fee (see 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 set out in your statement. Visa exchange rates can be found at www.visaeurope.com.
All main adult bank current accounts (those which are credited with at least £500 per month) can benefit from free cash machine withdrawals in Spain at a Santander branded cash machine
Daily cash withdrawal limits apply. Please see the General Terms & Conditions for full details.
The Account Summary makes it simpler for you to complete a tax return.
This document details the interest paid and tax deducted for personal savings and current accounts you hold with Santander.
The Account Summary is automatically available to you in Online Banking by the end of May for the previous tax year.
To ensure you can view the Account Summary register for ‘Online Banking’ at santander.co.uk/register
Once registered, simply select 'e-Documents' from the left-hand menu from the ‘My Accounts & Transactions’ tab.
To find your Account Summary quickly and easily, search ‘Account Summary’ using the advanced search facility within e-Documents.
The Account Summary is also available in branch or by telephone on 0800 9 123 123 on request.
Tax Deduction Certificates are also available if you specifically require one (e.g. if there has been a change of ownership on your account). This can be requested online, in your local branch or by calling 0800 9 123 123. We're open 7am - 11pm Monday to Saturday, 8am - 10pm Sundays.
From 6 April 2015 you can get your interest paid gross (without tax deducted) if your income for the tax year is £15,600 or less. Even if you total income is higher than £15,600, you may still be able to get back some of the tax you have paid on your interest. For more information and to check if you’re eligible to register for gross interest go to www.gov.uk/taxfreesavings.
To register for gross interest, simply visit your local branch or log on to online banking – you can manage this under the 'My Details & Settings' tab. Alternatively call 0800 328 3280, lines are open Mon to Sat 7am -11pm, Sun 9am -10pm.