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Help and support

Help guides and more

We're here to help

Whether you have a question about our accounts or services, want to find the best number to get in touch or fancy learning how to do something new with our demos and guides, you’ll find all you need here.

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Demos, videos and tools to help you manage your accounts

Demos, videos and tools to help you manage your accounts

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Frequently asked questions

  • If you think your card has been lost or stolen or you find it has been blocked for fraud protection reasons when you try to use it, you should call us as soon as possible on the relevant number below:

    Debit card
    0800 9 123 123 or +44 1908 237 963 if you are outside the UK. Lines are open 24/7

    Credit card
    0800 9 123 123 or +44 1512 648 725 if you are outside the UK. Lines are open 24/7.

  • To find your savings interest rate you can use our Interest Rate Finder.

     

    If you hold a Fast Access, SIPP Fast Access, Special Reserve, Cash ISA (TOISA), Retirement Investment Account (ANRIA), Santander Shareholder Account, Treasurers Instant Saver or Charity Investment Account, details of your interest rates can be found 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

  • Your bond maturity date can be found on the bond certificate that was issued to you when you opened the account.

  • 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.

    1. 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.
    1. 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 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

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

Making a complaint

Help, guides and more

Let us put things right

We're sorry if you've had a bad experience. By telling us about it we can put things right for you and make improvements. Find out everything you need to know about making a complaint, your rights and what you can expect from us.

Find out more

Guides and factsheets