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Current accounts frequently asked questions

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Answers to your questions about current accounts

Get an instant answer to your question by viewing frequently asked questions about current accounts.

  • You can see your IBAN number:
    In Online Banking

    1. Log on to Online Banking.

    2. Choose the Account Services tab at the top of the page

    3. Select Account requests from the left hand menu.

    4. 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

  • 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 10pm Sundays.
     

    Sending Funds

    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

  • You can make an International payment in three ways:

     

    1. Online
    2. By telephone
    3. Visiting a branch

     

    Preparation

     

    Before making the payment please be prepared with the account details of the person you are paying, including:

    • 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.

     

    A fee will be charged for an international payment. See our terms and conditions for current fees.

     

    Security

     

    We may need to do some additional checks, including calling you back to ask security questions. If we’re not able to speak to you we’ll leave a message and ask you to call us back. If this is the case we won’t be able to make your payment until we’ve carried out these checks and spoken to you so remember to get back to us to move your payment forward.

     

    How to make an International payment

     

    Through Online Banking
    To pay people or companies overseas you'll need your registered mobile phone to hand as, for security reasons, we will send you a One Time Passcode. You may also need your IBAN or BIC details depending on the destination of the payment:

    • Go to the 'Payments & Transfers' tab

    • Click 'International payments' in the left hand menu and

    • Follow the on-screen instructions

     

    By telephone
    Please call 0800 9 123 123. Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.

     

    In branch
    Go to your local branch with the bank account details listed above.

  • Call us immediately on 0800 9 123 123 so we can put a stop on your debit card. Lines are open 24 hours a day, 7 days a week.

    If you're abroad dial +44 1908 237 963.

    View call charges

  • 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.

     

    Helpful hints:

    • 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.

    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 11pmMonday 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 (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 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

  • 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 sign, and feel secure knowing that it's a safer option than carrying large amounts of cash or traveller's cheques.

     

    If you’re a cash card customer you can use your 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

     

    For further peace of mind, please tell us about your travel arrangements using Online Banking (go to 'Use card abroad' in '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.

  • You can order a new or replacement cheque book by:

     

    Phone

    Call 0800 9 123 123. Lines are open 7am to 11pm Monday to Saturday and 8am to 10pm on Sundays. View our call charges

     

    Visiting a branch

    You'll need proof of ID. Find your nearest branch 

  • 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.

  • 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.

  • 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:
     

    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.

    View our call charges

  • If you need to stop a cheque phone us on 0800 9 123 123.

     

    As long as the money has not already come out of your account, we won't allow it to.

     

    View our call charges

  • You can make a CHAPS payment in two ways:

    1. By telephone

    2. Visiting a branch

     

    Preparation
    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 and 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

    • account number

     

    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.

     

    Security
    We may need to do some additional checks, including calling you back to ask security questions. If we’re not able to speak to you we’ll leave a message and ask you to call us back. If this is the case we won’t be able to make your payment until we’ve carried out these checks and spoken to you so remember to get back to us to move your payment forward.

     

    How to make a CHAPS payment by telephone
    Please call 0800 9 123 123. Lines open 7am to 11pm Monday to Saturday and 8am to 10pm Sundays.

     

    In branch
    Go to your local branch with the bank account details listed above. 

  • 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.

  • 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 to another one of your Santander accounts or to any other UK bank account. You can set up a Standing Order using Online Banking, Telephone Banking or in a branch.

     

    Preparation
    Before logging onto Online Banking, using Telephone Banking or visiting a branch, please have to hand the account details of the person or company you want to pay.

     

    The account details for the person or company you are paying include:

    • their full name

    • their sort code

    • account number

     

    1. Creating a Standing Order through 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.

    • From 'My Accounts' choose 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 number 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 Telephone Banking
    Before calling make sure you have all the requested details to hand.

    • From the Telephone Banking menu select the account you’d like the Standing Order to be made from.

    • Then, select option 9 from the menu to speak to an Adviser who will then be able to set up the Standing Order for you.

     

    3. Creating a Standing Order via a Santander branch
    Alternatively, you can visit a Santander branch where the Standing Order can be set up for you. Please make sure you bring all the requested details with you.

  • You can cancel a Standing Order in Online Banking, Telephone Banking or in a branch.

     

    To make sure that your instruction to cancel a Standing Order reaches us before the payment leaves your account, you should request to cancel it at least 1 working day before the Standing Order is due to leave your account, no later than 8pm Monday to Friday (excluding Bank Holidays).

     

    For example, to cancel a Standing Order due to leave your account on a Monday, you must get in touch with us before 8pm on the Friday before the payment is due to leave your account.

  • If you need to make regular payments to utility companies for example, to pay gas, electricity or water bills and so on, you can authorise 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.

     

    To set up a Direct Debit, you can complete a Direct Debit Instruction, obtained from the company or organisation you want to pay. Alternatively some companies, allow you to set up a Direct Debit over the phone or online. They will then forward the instruction to onto your bank authorising them to allow payments to be collected direct from 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.

  • You can cancel a Direct Debit in Online Banking, Telephone Banking or in a branch.

     

    To make sure that your instruction to cancel a Direct Debit reaches us before the payment leaves your account, you should request to cancel it no later than 8pm Monday to Friday (excluding Bank Holidays) or before 2pm on a Saturday, at least 1 working day before the Direct Debit is due to leave your account.

     

    For example, to cancel a Direct Debit payment due to leave your account on a Monday, you must get in touch with us before 2pm on the Saturday before the Direct Debit is due to leave your account.

     

    Don’t forget to leave sufficient time around bank holiday weekends. If you cancel a Direct Debit you may want to notify the company you are paying as they may charge fees for unmade payments.

     

    If a Direct Debit has been taken out of your account, as long as you contact us before 4pm on the day it was taken, we’ll be able to ask the company to return the payment to your bank 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 have a 1|2|3 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 1|2|3 Current Account cashback and credit interest benefits. Please refer to the 1|2|3 Current Account terms and 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:

    1. 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.

    2. 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.

    3. 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.

  • 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.
     

  • Can’t find what you are looking for? Use the tabs above to view other current account questions or find more on the main FAQs page.

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