Safe and sound with Santander online
We're completely committed to protecting you when you use this website.
As you may know, internet security technology is very good these days. We confirm the identity of customers through the use of multiple security credentials that have been designed in accordance with financial industry standards and best practice.
Furthermore, any information sent between you and Santander when using the Santander online service uses strong industry-standard security technology.
Online and Mobile Banking Commitment
Be assured that your money is safe when you bank online.
There is protection provided by the Payment Services Regulations 2009. In the unlikely event funds are taken from your account as a result of fraud, we will refund you and restore your account to the state it would have been in had the unauthorised payment transaction not taken place.
There are some circumstances in which this protection is not available. For example if you have acted fraudulently or have deliberately or with gross negligence failed to take reasonable steps to keep your security information safe.
Protecting you with technology
The information on our website is split into 2 types of area: 'freely accessible' areas and 'secure' areas. We don't mind who visits the freely accessible areas and we don't check on who does. None of your personal information is kept there, just general information about our products and services that anyone can have access to.
Your security details
The secure areas are where we keep personal information, which is why you have to enter a personal password and security number before we can give you access. For example, you'll use the secure areas of our site when you access your Santander accounts online or apply online for an account.
You can identify secure areas by looking at the address in the top of your browser. A secure area's web address will begin https:// rather than the usual http:// and you can also tell this by the padlock symbol in the bottom right hand corner of your web browser.
On top of this, any information you submit online is protected by data encryption. Your browser scrambles the information, which is later unscrambled when it gets to us. It cannot be read along the way.
You may come across the term 128-bit SSL (Secure Socket Layer) technology. This is the way the data is scrambled and unscrambled again at each end. The latest browsers have this built in – and it is automatically enabled unless you turn it off.
To prevent problems viewing secure sites like ours, it's always a good idea to have the latest version of your browser installed. For more help, talk to our technical support line on 0800 917 9170. This line is open 7am to 11pm Monday to Saturday, and 9am to 9pm on Sunday.
Changing your security details
When you access your account online for the first time, we ask you to change your allocated Registration number to a number that is more memorable to you.
You can change your Passcode/Password and Registration/Security Number at any time by using the 'Security Details' section of Online Banking. When changing your security details, use words and numbers you can easily remember, such as a place or name that you know, but make sure it's only memorable to you. You could also include numbers to make it harder for someone to guess.
To be more precise, you must choose:
a personal Password/Passcode made up of letters and digits only – it must be between 8 and 16 characters long
a Registration/Security Number exactly 5 digits long
Make your security details harder to guess
Don’t choose a code that includes repeated characters, e.g. 1111aaaa.
Don’t include sequential characters, e.g. 23456789.
Make your Personal ID and Passcode/Password different.
If someone finds out your codes
If you think someone may know your security codes you should change them immediately, and notify us at once by phoning 0800 9 123 123 or by visiting your local branch.
Our website's secure areas
We only request and display personal information about you and your accounts and dealings from secure areas of our site.
Exactly the same security measures, including data encryption and passwords, apply to all our online application and transactional processes. In addition, these services are protected by firewalls. This technology monitors and prevents any unauthorised access to our computer systems (where personal data is kept) – which means unauthorised people cannot access account and personal details.
Our golden rules for safe Online Banking
To help you keep your Online Banking activity more secure, we recommend you follow some sensible rules:
Your security details
Keep your personal Passcode and Registration Number safe at all times.
Avoid writing them down.
Never tell anyone what they are, even if you share a joint account with them. Don't even tell a Santander employee. While we might ask you to confirm certain characters from your password to identify yourself when you contact us, but we will never ask you to tell us the entire thing.
Your home computer
Install the latest security updates to your system software as they become available. By keeping them up to date you’ll have the latest protection for the most recently found viruses.
Always access the Santander Online Banking service by typing in the exact address (www.santander.co.uk/logon).
We also recommend downloading Trusteer Rapport. It's free and it's won awards for keeping customers' details secure. Rapport works alongside your existing anti-virus and firewall software to give you more protection - even if your computer has a virus. Find out more about Trusteer Rapport.
Don't send your account or personal details by email because there's always a risk it could be intercepted on the way.
Do not reply to, or use links within emails asking for your personal Password, Passcode Registration or Security number. Nobody needs to know them except you – not even us.
Be wary of "spam" emails – especially those offering you the chance to make money and those originating from outside the UK. Spam emails are, at best, a nuisance – the electronic equivalent of junk mail – and at worst, sent by unscrupulous people trying to defraud you.
Using other computers
When you access your accounts or apply online be extra vigilant and keep an eye on who's watching your screen.
Never leave the computer alone while you are logged into Online Banking.
If you use a computer in an internet cafe or use a public wifi (wireless) internet connection, always make sure you log off successfully when you have finished and close down your internet browser once you've logged off. Simply disconnecting from the internet itself isn't enough. Learn more about how to avoid the risks when using a public computer
Protect your passwords by taking the following precautions; before going online using Internet Explorer click 'Internet Options' in the 'Tools' menu. On the 'Content' tab, click 'AutoComplete'. Uncheck the four boxes. When you finish surfing, go back to the same options page and click 'Clear Forms' and 'Clear Password'.
When you finish surfing with Microsoft Internet Explorer, click 'Internet Options' in the 'Tools' menu. On the 'General' tab, click 'Delete Files' and 'Delete Cookies'. Then click 'Clear History'. This will remove all your password information and prevent it from being accessed without your knowledge. These settings will be different with other browsers, please contact your vendor or administrator for advice.
Online Banking customers are recommended to use programs to wipe their hard drives before they sell or give away their PC.
If you receive an email purporting to be from Santander asking you to click on a link to / or to provide personal information about your account, do not follow the link or provide information. Please forward these emails to email@example.com and run an extra virus scan on your machine.
Please check your statements regularly and if you have any doubts about anything, let us know.
If you have any problems, remember our Technical Support Staff are here to help you. You can talk to them on 0800 917 9170. Alternatively, pop into a branch and ask a member of staff for help. View call charges
For your added protection, if you have been inactive in Online Banking for 10 minutes we will automatically log you off.