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Money worries

We're here to help

We'll help wherever we can

We are committed to treating customers sympathetically and positively when they are experiencing difficulties, and will do our best to help those who are having problems with their debts.

If you are worried you may be starting to have financial difficulties, or are already having problems with your debt, it is important that you speak to us as soon as possible. If you do so we will do everything we can to help you solve your problems.

You can also print off a copy of our leaflet: Information for customers dealing with financial difficulties

There are also a number of places that provide free and impartial debt advice.
These organisations are not associated with Santander and can help you to manage your creditors and debt problems.

Talk to us

When you call us it's often helpful to:

  • have your account number ready

  • remember that we will need to ask you some security questions to confirm your identity for your protection.

  • have thought about what you spend and have details of your expenditure to hand.

If you are not in arrears and you just want to discuss your account or have a general enquiry
You'll find the best numbers to use in Contact us

You may want to consider completing a budget planner or financial assessment prior to talking to us. This will ensure you have all the information to hand and will help us get a complete picture of your situation. Visit the 'Taking control - plan your budget' tab for more details.

If you are in or facing financial difficulties please contact our Collections & Recoveries Department telephone numbers:

Secured (Mortgage) Collections

For contact Telephone number Opening times
Santander Mortgages
(Account number prefix 0915862)
0845 607 0002 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Santander Mortgages
(Account number prefix 0905)
0845 6000 882 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Santander Mortgages
(ex National & Provincial)
0845 602 3964 9.30am to 5pm Mon to Fri
Santander Mortgage Litigation 0845 600 1986 9am to 5pm Mon to Fri
A&L Mortgages 0845 605 8649 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
A&L Litigation 0845 605 8647 8.30am to 5pm Mon to Fri
Secured Personal Loans 0845 602 4271 8.30am to 5pm Mon to Fri

 
Personal Bank Account & Unsecured Loan Collections

For contact Telephone Opening times
Santander Personal Bank
Account
0845 603 9035 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Unsecured Personal Loans 0845 604 0377 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Unsecured Debt Management
Recovery Services (DMRS)
0845 600 1618 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat

Cahoot

Santander Flexi Loans
Santander Fixed Rate Loans
Cahoot MTA

0845 600 3512
0845 600 3513
0845 600 3514
8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Instant Plus Account 0845 6000 559 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat
Youth Banking Products 0845 603 3009 8.30am to 7pm Mon to Fri
9am to 1.30pm Sat

Santander Credit Cards

Cahoot
Store Cards & Store Branded
Mastercards
Santander Credit Cards

0845 600 3521
0844 848 3478

0845 603 9469

8am to 8pm Mon to Fri
8am to 1pm Sat
Business & Professional
Banking Accounts
0845 606 0693 9.00am to 5pm Mon to Fri

View call charges

Information on how to prioritise your debts and payment proposals

'Non-priority' or 'credit' debts

Although you may not lose your home or go to prison for not paying 'non-priority' or 'credit' debts, you can still be taken to County Court and ordered to pay what you owe - often with extra costs on top. If you still don't pay after you've been ordered to do so, there are several enforcement options the Court may give your creditors to use to recover what you owe them.

It's a good idea to consider taking free, independent advice on your options for dealing with your non-priority debts - for impartial advice contact one of the many non-fee charging agencies.

Examples of non-priority debts
Credit card or store card arrears, catalogue debts, water rates arrears, bank overdrafts and loans not secured on the property, personal loans with finance companies, doorstep lenders, payday loans, and money borrowed from friends or family.

TIP! Aim to pay off the most expensive debts first. Compare the APR - the higher it is, the more expensive it is. Also consider the possible penalties for late or missed payments.

You should only re-schedule, consolidate or transfer debts with the guidance of an independent specialist money adviser and ensure you read and understand the terms and conditions fully.

Payment proposals
Making payment proposals to your creditors is quite a daunting task, especially if you have many to cope with. It is important that you contact each and every one.

Ideally, the most convenient way of dealing with this is to telephone them and offer a copy of your budget planner to support your proposals. Alternatively, independent debt advice agencies will do this for you. You can also get 'Free online debt counselling'  to complete your budget planner and receive free independent online debt advice.

Having a budget is a positive step to help you control your money rather than allowing your money to control you

Most financial advisers will tell you that it is extremely important to spend time working out your monthly budget correctly. Have a look below at some useful budget planner tools

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

  • Online Budget Planner: A free online budget planner is available through StepChange Debt Charity. If necessary, it'll also prompt you to seek independent free debt advice.

  • Printable Budget Planner: Use the "Your Personal Budget Planner" provided by nationaldebtline.co.uk if you want to print it out.

    If you are in debt a breakdown of all your money coming in, and how you spend it, will help you to understand how much you can realistically afford to pay towards your debts.

    Before you make any decisions about how you repay your creditors you need to be sure that you can afford any proposals you offer. Promising to make payments you can't afford can actually end up making matters worse.

  • Budget summary for creditors: Nationaldebtline.co.uk provides a printable document to help you work out affordable offers to your creditors. It also helps you to identify any available spend for other things. 

  • Financial Self-Assessment: Using a budget planner can help you manage your money better. 

    A printable version is available above. Once completed, if you would like to talk to somebody about options available to you, Santander have a team of specially trained advisors who can help.

    Please follow the instructions at the top of the form and one of our team will contact you.


Did you know?

Priority debts are ones where serious action can be taken against you if you don't pay what you owe.

These include things like your mortgage or rent, any loans secured on your property, County Court Judgments (CCJs) or Magistrates' Court fines, child maintenance, council tax, tax / VAT / National Insurance payments, TV licence, Essential Hire Purchase goods (such as your washing-machine or car) or overpayments for benefits and Working / Child Tax Credit.)

 

Independent organisations that might be able to help you with your financial situation.

It is important to know that there a number of places that provide free and impartial debt advice. These organisations are not associated to Santander and can help you to manage your creditors and debt problems - please see the links on this page to find out more.

You can also print off a copy of our leaflet: Information for customers dealing with financial difficulties

You may be entitled to benefits - dwp.gov.uk is a free Government online information services for tax credits, state pensions and benefits. If you are a homeowner and get certain income-related benefits, you may qualify for help towards your mortgage interest payments. This is payable as part of your benefit and is called Support for Mortgage Interest (SMI).

Redundancy payment - if you have been made redundant and have received a large sum of money and do not know the best way to make it work for you, book an appointment with a financial adviser in your local branch. They will be able to talk you through the options available.

Self employed - please contact The Business Debt Line on 0800 197 6026.

Independent face to face advice - for face to face advice on debt or other issues, contact your local Citizens Advice Bureau for information on benefits you may be entitled to or visit www.moneymadeclear.org.uk

Payment Protection Insurance (PPI) - if you hold Payment Protection Insurance and want to make a claim please see Contact us

Make sure that you check to see if you have insurance with any other creditor as you may be able to make a claim.

Student loan information - if you would like further details on loans that may be available to students, please visit www.slc.co.uk

Mental health and stress - financial problems can affect your mental health. There are a number of organisations who can help you through this difficult time:

  • The NHS may be able to help anyone suffering with stress due to money worries. Please visit NHS Live well on a budget

  • Mind is a leading mental health charity for England and Wales. Please visit mind.org.uk

Concerned about your credit file?
You are entitled to see the information Credit Reference Agencies hold about you. You can request your report by contacting any of the agencies shown below. You will be charged a nominal fee and you will need to provide your full name, your date of birth and your addresses for the last 6 years.
Equifax: www.equifax.co.uk
Experian: www.experian.co.uk

  • If your personal current account has an overdrawn balance or you are exceeding your overdraft limit, it's very important that you contact us as you know there is a problem. The number you need is shown in the 'Talk to us' section above.

    Before you call us please take a few minutes to review your monthly expenditure. If you don't have a budget planner to hand go to our 'Taking control' section above.

    If you are overdrawn, exceeding your overdraft limit or regularly incurring charges, it is a good idea to check if your Direct Debits / standing orders are still required. If so, can the monthly amount be reduced or due dates changed to coincide with funds 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, including:

    • putting in place an overdraft on a temporary basis as long as you reduce the balance each month so you can keep on using your account while you repay the overdrawn amount

    • suspending fees on your account where you are making payments as part of one of our repayment plans

    • increasing your authorised overdraft limit (subject to our lending criteria and satisfactory credit score)

    • helping you consider ways of managing your account that may reduce the fees being charged

    • offering general guidance on how to manage your account (e.g. change Direct Debit dates)

    • changing your account to one that suits you better.

    Find out more by calling us or visit your local branch

    Our 'What you need to know' and 'Useful links' sections 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 your nominated third party adviser to offer an appropriate solution.

     

    TIP! Register for Online Banking. You will have access to your transactions 24/7, can keep track of your money and can manage your accounts more efficiently. We even offer you free text message and email alerts to let you know when you're nearing your overdraft limit or incurred a Paid or Unpaid Transaction Fee, plus many more.

     

    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 can't pay your credit card minimum payment or miss a payment it's very important that you contact us as soon as you know there is a problem. The number you need is shown in the 'Talk to us' section above, but before you call us take a few minutes to get you income and expenditure information together.

    If you don't have a budget planner to hand go to our 'Taking control' section above and once you know your income and expenditure we will be able to fully understand your circumstances and establish which is the right option for you.

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

    • If you are in arrears 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 and are seeking help from an independent third party we will give you "breathing space" for up to 30 days while you get advice. If this is the right option we will explain how it works.

    • If you can't offer a regular repayment plan and prefer to deal directly with us we will give you "breathing space" for 30 days while you complete and return an Income and Expenditure form. If this is the right option we will explain how it works.

    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 miss a payment it's very important that you contact us as soon as you know there is a problem. The number you need is shown in the 'Talk to us' section above, but before you call us take a few minutes to get your income and expenditure information together.

    If you don't have a budget planner to hand go to our 'Taking control' section above and once you know how much money you have coming in and how much you spend each month, we will be able to fully understand your circumstances and establish which is the right option for you.

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

    • If you are in arrears 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 'What you need to know' and 'Useful links' sections 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.

    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.

    Your mortgage is your highest priority debt, if you fall into arrears your home can be repossessed.

    If you can't pay your mortgage or miss a payment it's very important that you contact us as soon as you know there is a problem. The number you need is shown in the 'Talk to us' section above, but before you call us take a few minutes to get your income and expenditure information together.

    If you don't have a budget planner to hand go to our 'Taking control' section above. Once you know how much money you have coming in and how much you spend each month we will be able to fully understand your circumstances and establish which is the right option for you and to establish affordability.

    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 'What you need to know' and 'Useful links' sections 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.
    Consider also, the 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 replay over the term of the mortgage or loan secured on your property.

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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