You are in

Frequently asked questions

Answers to your questions

Frequently asked questions - products and services

  • 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 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 11pm Monday to Saturday and 8am to 10pm Sundays.

    3. In branch:

    • Complete a change of details form 0800 9 123 123.

      • 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 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

  • 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

  • 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 

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

Frequently asked questions - general

  • 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.

Frequently asked questions - Ways to bank

  • If you’ve just lost your ID, you can retrieve your ID instantly online

     

    To reset any of your other log on details, call 0800 9 123 123. We’re open 7am to 11pm Monday to Saturday and 8am to 10pm Sunday. We’ll confirm your identity, then send new security details to your registered home address

    View our call charges

  • If you're having technical problems, call our Online Banking Helpdesk on 0800 917 9170, or +44 1908 238 013 if you're outside the UK, 7am to 11pm Monday to Saturday and 9am to 9pm Sundays.

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

  • Yes. You'll each have your own log on.
    When you log on you'll be able to see:

    • your joint accounts

    • any other accounts you hold individually or with other people

     

    The person you hold the joint account with won't be able to see your individual accounts when they log on, and vice versa.

     

    If you have a joint account, each account holder must update their own details within their own Online Banking. Please see the 'How do I update my contact details in Online Banking?' Frequently Asked Question to learn how to do this.

  • If you receive an email that asks for your personal security details, forward it to phishing@santander.co.uk

     

    If someone may already have your personal security details
    Call our Online Banking Helpdesk on 0800 917 9170, or +44 1908 238 013 if you're outside the UK, 7am to 11pm Monday to Saturday and 9am to 9pm Sundays.

    Stay aware
    To help you spot suspicious emails, we always write our emails in a certain way:

    • We'll address you personally – not with Dear customer or with your email address

    • We include the last 3 digits of your postcode above the Santander logo

    • We never ask for confidential information – either in the email or by linking to a page that needs this information

     

    Learn more about how you can protect yourself online in the Security Centre

You may also be interested in

You may also be interested in

Titulo

Lorem ipsum dolor sit amet, consectetur adipiscing elit ipsum dolor sit amet, consectetur adipiscing elit ipsum dolor sit.