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Our approach to security

What makes Santander’s online banking secure?

Years of experience has shown us exactly what works in Online Banking. As well as giving you a user-friendly website, we’ve built a service that works actively to protect both your identity and your finances.

When you bank online, it's important that we recognise each other

How you recognise us:

  • Image and phrase – you see your unique secret image and phrase combination every time you log into the genuine Santander Online Banking website.

How we recognise you:

  • Log on details – your online log on details such as Password or Passcode and Security/ Registration Number are unique to you. Remember – never enter them if you don’t see your image and phrase.

  • Memorable questions – if we’re unable to recognise the device you are using to log on to online or mobile banking, we will ask you memorable questions to help us identify you.

  • One Time Passcode (OTP) – we send these unique codes to your mobile to security check:

    • payments that you have recently set up.
    • requests you make to amend some important details like your address. 

Verifying your transactions with One Time Passcode (OTP)

We send One Time Passcodes to your registered mobile phone to give an extra layer of security.

OTP means you don’t need to remember additional passwords or carry separate kit such as card readers. Always make sure the details quoted within the OTP message correspond with your original request. If you ever receive an OTP message which you are not expecting, notify us immediately as it may be a sign of attempted fraud on your account. The OTP code we send you should not be given to anybody else, either verbally or in writing. It should only ever be entered in to our online or mobile banking screens by you.

Remember – you can use Online Banking to keep us updated with your new mobile phone number so we can send you OTPs.

Automated fraud monitoring
We monitor your accounts for any suspicious behaviour. If we spot anything suspicious we may contact you to check whether requests are genuine.

We might get in touch about transactions such as:

  • setting up a payment or making a new payment

  • amending existing payment details

  • card purchases, or

  • changes to your personal details.

If we need to contact you we'll usually do it by automated phone call or interactive text message. We may also use a standard text message or email, or – if we haven't been able to get in touch in any other way – send you a letter to let you know we need to speak to you.

If there's a transaction that you don't recognise when we contact you, we'll take the necessary steps to keep your account secure. We'll never ask you to transfer your money to a safe account. If you're ever asked to do this hang up and call us immediately on 0800 9 123 123 to report it.

What to expect if you’re contacted by interactive text message or automated phone call
Interactive text message

  • We'll send you two messages. The first one is an introductory message letting you know that we need to confirm some transactions with you.

  • This second message will give you details of the transactions we want you to confirm. You will be asked to reply to the message with ‘Y’ to confirm you recognise all the transactions, or 'N' to confirm you don't recognise one or more of the transactions.

  • If you reply 'Y', we'll update our records and you can continue banking as normal. If any payments were declined you'll need to make them again.

  • If you reply 'N', we'll call you back as soon as possible between 8am and 10pm or we'll give you a number to call us on which is open 24/7.

We won't ever ask you to provide any other details by text message. If you have any concerns over the legitimacy of a Santander text message please don’t respond to it and call us on 0800 9 123 123.

Automated phone call

  • The call will ask you to confirm some transactions, but first it will ask for some security details so that we know we’ve reached the right person.

  • You'll be asked to confirm your name and then your date of birth, by choosing from a list of options.

  • We'll then read out the transactions we want you to confirm. There's an option to repeat the transactions if you want to hear them again.

  • If you confirm you do recognise all the transactions, we'll update our records and you can continue banking as normal. If any payments were declined, you'll need to make them again.

  • If you tell us you don't recognise one or more of the transactions, we'll put you through to one of our advisers who will help you further.

Remember, we'll never ask you confirm your security details in full. We won't ask for details such as your card PIN, Online Banking passwords and One Time Passcodes. If you're being asked to provide these details, hang up and call us on 0800 9 123 123.

If we can't reach you
If you aren't available, we may leave a message on your answer machine or voicemail, send a text message, email or, if we can't reach you any other way, a letter, letting you know we’re trying to get in touch and ask you to call us back as soon as you can.

We may need to stop or hold your account or payment until we can speak to you. This is to protect your money and keep your accounts safe.
Are your details correct?
We use an automated service so we can reach you as quickly as possible. To do this we need your up-to-date contact details. You can check and amend the contact details we have for you in Online Banking, Telephone Banking or in a branch.

Warning: some scams involve fraudsters convincing you to make transactions yourself. These transactions are harder for us to spot as suspicious as they often involve you using your PIN, verifying your security details, or using your usual device. If you have any suspicions about the legitimacy of a request:

  • don’t make any payments

  • call us immediately from a different telephone to the one on which you received the potentially fraudulent calls on 0800 9 123 123. 

Learn more about common scams used by fraudsters in our staying safe pages.

Online and Mobile Banking Commitment

As long as you take the proper precautions whenever you bank online, you can relax - because you're completely covered. Find out more about our Online and Mobile Banking Commitment.

Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. 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 or by contacting the FCA on 0800 111 6768. Santander and the flame logo are registered trademarks.