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Money worries

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Many people face financial worries at some point in their lives. Getting help and advice sooner rather than later is important and can help make sure the problem doesn't get any worse.

We're committed to treating our customers sympathetically when they're having difficulties, and we'll do our best to help you if you think you might be having financial problems.

In these pages you’ll find more information about how we, and others, may be able to help if you have money worries.

The first step in getting back on track is to recognise that you may be experiencing financial difficulties.

Review your budget

  • Find out how much money you have coming into your household and how much you have going out.

  • Make sure you can pay for essential items such as your mortgage or rent, council tax, and food and utilities bills.

  • Take some time to list how much you owe and who you owe it to.

  • Use a budget planning tool like the ones below to calculate what you have left each month. 

The next steps

When you've worked out your budget, you should get in touch with the people you owe money to (often known as creditors) to let them know how you propose to pay your debts.

The most convenient way to do this is to phone them and offer a copy of your budget planner to support your proposals. Alternatively, independent debt advice agencies will do this for you. Please note that some of these organisations may make a charge for their services.

If you do have enough money to make your payments but sometimes find they're not being paid on the most suitable date or in the best way, it may be beneficial to contact the company to discuss options. Changing Direct Debit dates to when you're paid may often help. See our Help by Product section for more hints and tips.

It's also a good idea to check price comparison sites to see if you could save money on regular payments such as energy, broadband and insurance bills. And, in case you're entitled to benefits you're not claiming, take a look at the Department of Work and Pensions website

If you're struggling to work out your budget, you can contact us directly for help and support. Check our 'Talk to us' section for more information. Our 'Independent advice' section also has contact details of useful organisations that may be able to help.

Budget planners
 
Financial self-assessment (pdf): this is a pdf version of Santander's budget planner that you can fill in and email to us. We'll then get in touch to see how one of our specially trained advisers can help.

Printable budget planner: this budget planner helps you work out a detailed personal budget which you can save onto your computer or print off. It also provides you with a printable budget summary to help you work out affordable ways of payment to your creditors.

Available from nationaldebtline.co.uk

StepChange budget planner: a free online budget planner which will prompt you to seek free, independent debt advice if you need it. It takes 20 minutes to complete.

Managing your money isn’t always simple, but it can be a lot easier with help. There are certain tools which can help you keep track of your money. Take a look at the ‘Help by product’ section, below, for more hints and tips.

If you’ve missed a payment to us or feel like you might miss a payment in the near future, please get in touch as soon as possible. Our specially trained advisors can help you by offering education and support. We have also recently created a new team, dedicated to helping customers who don’t have enough income to meet their outgoings and they can help with budgeting and looking at ways you can save money in the future by reducing your monthly outgoings.
 
If you decide to seek independent financial help, it’s useful to let us know. Some companies will give you a reference number which you can give to us so that we can pause any collections we might make from you until they’ve helped you go through your finances and drawn up proposals for your creditors.
 

When you call us it's helpful to:

  • have your account number ready

  • have any budget planning you’ve done to hand

  • remember that we’ll need to ask you some security questions to confirm your identity

  • have any reference number an independent adviser may have given you.

If you’re not in arrears

If you’re up to date with all your payments to us and have a general enquiry, use the telephone numbers in the contact us section.
 
If you are in arrears

If you have missed a payment, or feel you may miss a payment, please contact our specialist teams on the numbers below. They will be able to help you with information on the next steps:

Mortgages Telephone number Opening times
Santander mortgages 0800 389 7000 8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Santander mortgages (Alliance & Leicester accounts) 0800 731 7553 8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Santander mortgages (Ex-National & Provincial accounts) 0800 085 0817 9am to 5pm Mon to Fri
Santander mortgage litigation 0800 085 2048 9am to 5pm Mon to Fri
Secured personal loans 0800 085 0869 8:30am to 5pm Mon to Fri
Bank accounts  and loans Telephone number Opening times
Santander bank accounts 0800 587 1122  8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Unsecured personal loans 0800 678 3322  8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Santander credit cards 0800 389 6655  8:30am to 7pm Mon to Fri 9am to 1pm Sat
Business accounts    
Bank accounts 0800 085 0771 9am to 5pm Mon to Fri
Loans 0800 404 6185 9am to 5pm Mon to Fri
Credit cards 0800 169 3371 9am to 5pm Mon to Fri
Cahoot    
Bank account 0800 587 2211  8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Loans 0800 678 3322  8:30am to 7pm Mon to Fri 9am to 1:30pm Sat
Credit card account 0800 389 7897  8:30am to 7pm Mon to Fri 9am to 1pm Sat

 

There are organisations that can help you with money worries as well as help you understand whether you’re entitled to more benefits or any other type of help. Santander isn’t associated with these organisations. Please note that some of these organisations may make a charge for their services.

Organisation How can it help? Contact details
Business Debt Line If you’re self employed, Business Debt Line can offer advice on managing your debts. 0800 197 6026
Citizen’s Advice Bureau CAB helps with independent face-to-face advice. You can go into one of their offices and speak in confidence to an adviser or check out the numerous online guides. www.citizensadvice.org.uk/debt-and-money/
The Department of Work and Pensions Provides information on benefits you may be entitled to, including tax credits, state pension and support for mortgage interest. Dwp.gov.uk
Equifax Find out about your credit rating. www.equifax.co.uk
Experian Find out about your credit rating. www.experian.co.uk
Money Advice Service Support with managing your finances. Guides, calculators and advice by phone or webchat. www.moneyadviceservice.org.uk/en
0800 138 7777
Mind Leading mental health charity for England and Wales which can provide help if you feel money worries are affecting your mental health. www.mind.org.uk
PayPlan Advice on long term debt solutions. www.payplan.com
0800 280 2816

  • It’s vital that you talk to us if you’re having problems with your mortgage payments, as if you fall into arrears, your home could be repossessed.

     

    If you can't pay your mortgage or miss a payment please contact us on 0800 389 7000 as soon as possible. Before you call us please take a few minutes to write down exactly what you have coming in and out of your accounts each month. A budget planner can help with this. If you don’t have one to hand you can find some in our ‘Taking control’ section above.

     

    This will help us to understand your circumstances and establish the correct and most affordable option for you.

     

    If you have lost your job or recently retired, ensure you speak to the Department for Work and Pensions (DWP) to check if you are eligible for 'Support for Mortgage Interest'. For more information visit dwp.gov.uk

     

    When you speak to us, we may be able to help in a number of different ways:

    • If you can't offer a regular payment plan right now due to financial difficulties, or if you are currently seeking help assessing your finances from an independent third party, please let us know. We will work with you or your nominated third party adviser to offer an appropriate solution.

    • We may be able to offer you a short term payment arrangement.

    • Or potentially reduce the monthly payments by refinancing your mortgage.

    Please note Terms & Conditions apply.

     

    Our ‘How we can help you' section above will explain in detail why it's important that you come to an arrangement with us.

     

    Once you agree a payment plan, we will expect you to honour it. Only agree payment plans that you realistically expect to pay. If your circumstances change and you cannot keep up the arrangement, contact us immediately.
    Remember, there are possible penalties for late or missed payments. This could be arrears charges or additional interest.

     

    Please note any agreement to pay less than your contractual monthly amount may affect decision making when applying for products with Santander and other lenders and may also increase the amount you repay over the term of the mortgage or loan secured on your property.

    If your personal current account has an overdrawn balance or you are exceeding your overdraft limit, it's very important that you contact us on 0800 587 1122.

     

    Before you call us please take a few minutes to write down exactly what you have coming in and out of your accounts each month. A budget planner can help with this. If you don’t have one to hand, you can find some in our ‘Taking control’ section above.

     

    If you’re overdrawn, exceeding your overdraft limit or regularly incurring charges, please read our understanding overdrafts page. Additionally, check if you still need all of your Direct Debits and standing orders. If so, can the monthly amount be reduced or due dates be changed to coincide with money being paid into your account?

    Depending on the type of account you have we may be able to help in a number of different ways.

     

    Find out more by calling us on 0800 587 1122 or visit your local branch

     

    Our ‘How we can help you' section above will explain in detail why it's important that you come to an arrangement with us.

     

    If you can't offer a regular repayment plan right now due to financial difficulties, or if you are currently seeking help from an independent third party with regards to assessing your finances, please let us know. We will work with you or your nominated third party advisor to offer an appropriate solution.  

     

    TIP! Sign up for Online and Mobile Banking. You will have access to your transactions 24/7, can keep track of your money and can manage your accounts more efficiently. Online and Mobile Banking lets you check if payments have left your account before you make further payments. Sometimes, depending on the type of your account and the retailer, payments aren’t taken straightaway and keeping track of when money goes out of your account helps with budgeting and avoiding charges. We even offer you free text message and email alerts to let you know when you're nearing your overdraft limit or have incurred a Paid or Unpaid Transaction Fee.

     

    Note: A potential outcome for a bank account being overdrawn or exceeding an agreed overdraft and entering a repayment agreement, could be that it will start affecting your credit file and internal credit score, affecting the application process when applying for products with Santander and other lenders.
     

    If you’ve missed a payment and can’t repay the amount outstanding, we may be able to offer you a short term payment arrangement. It's very important that you contact us on 0800 389 6655 as soon as possible to avoid late payment charges. Before you call us please take a few minutes to write down exactly what you have coming in and out of your accounts each month. A budget planner can help with this. If you don’t have one to hand you can find some in our ‘Taking control’ section above.

     

    This will help us to understand your circumstances and establish the correct and most affordable option for you.
    When you speak to us, we may be able to help in a number of different ways:

    • If you have missed a payment and are unable to repay the amount outstanding we may be able to offer you a short term payment arrangement.

    • If you can’t offer a regular payment plan right now, or you’re seeking independent help from a third party, we will give you up to 30 days ‘breathing space’ to help you have time to review your finances or receive independent advice. If this is the right option we’ll explain how it works when you speak to us.

    Please note - any agreement to pay less than your contractual minimum monthly amount due may affect your credit file and decision making when applying for products with Santander and other lenders.

    If you can't pay your personal loan, or you miss a payment it's very important that you contact us on 0800 678 3322 as soon as possible. Before you call us please take a few minutes to write down exactly what you have coming in and out of your accounts each month. A budget planner can help with this. If you don’t have one to hand you can find some in our ‘Taking control’ section above.

     

    This will help us to understand your circumstances and establish the correct and most affordable option for you.

     

    When you speak to us, we may be able to help in a number of different ways:

    • If you have missed a payment and unable to repay the amount outstanding, we may be able to offer you a short term payment arrangement.

    • If you can't offer a regular repayment plan right now due to financial difficulties, or if you are currently seeking help from an independent third party with assessing your finances, please let us know. We will work with you or your nominated third party adviser to offer an appropriate solution.

    • We may be able to reduce the monthly payments by refinancing your loan.

    Our ‘How we can help you' section explains in detail why it's important that you come to an arrangement with us.

     

    Only agree a payment plan that you realistically expect to be able to pay. Once you agree a payment plan, we will expect you to honour it. If your circumstances change and you can’t keep up the arrangement please contact us immediately.

     

    Please note - any agreement to pay less than your contractual amount may affect decision making when applying for products with Santander and other lenders. It may also increase the amount you repay over the term of your loan.

Financial difficulty frequently asked questions

Below you'll find the answers to some of our more frequently asked questions from people who are in a difficult financial situation.

  • To work out a calendar monthly figure first work out how much you are spending each week.

    Then multiply this amount by 52 (because there are 52 weeks in the year). This will tell you how much you are spending over the year.

    Next divide the yearly amount by 12 (because there are 12 months in the year). This figure will be exactly how much you spend each month.

    For example:
    Sally spends £40 on petrol a week. £40 x 52 ÷ 12 = £174 per calendar month

    Get advice on financial planning

  • You may be entitled to some Government benefits to help increase your income. You could speak to your local benefits office or use the benefits calculator on the Turn 2 Us website

  • If you have applied for a benefit and been turned down you can appeal.

    You normally need to appeal within 1 month of the decision being made.

    You should write to the benefit office that turned down your application and ask them to look at your situation again.

  • If you are self employed you can claim benefits. Depending on the benefit you are applying for, the Government may want to see your accounts. Some benefits are dependent on the amount of National Insurance contributions you have made.

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Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768. Santander and the flame logo are registered trademarks.