Santander at a glance
We are a large customer–focussed bank, and the UK’s leading full-service scale challenger. We have established presence in the mortgage and savings market and are successfully challenging the big four UK banks in current accounts and corporate and commercial banking.
We provide high quality, seamless service across an optimised1 branch network, digital and telephony channels
active UK customers
Corporate Business Centres
(1) Branch coverage: c80% of UK financial centres
(2) Including 61 university branches
We do things the Santander Way: Simple, Personal, Fair
Our customers are at the heart of everything we do
We believe a motivated and engaged workforce provide the best customer service and embedding the right culture and behaviours is crucial to this. The nine behaviours that our people defined to embody our values are now established as a part of how we measure performance and determine reward for our people and the management team.
We have a culture of personal responsibility
Each of us does our part to:
- Identify risks and opportunities
- Assess their probability and impact
- Manage the risks and suggest alternatives
- Report, challenge, review, learn and 'speak up'
We manage our business through three customer business segments, supported by the Corporate Centre
Residential mortgage loans, savings, investments, current accounts, credit cards, personal loans and insurance for individuals and small businesses with an annual turnover of up to £6.5m.
Product and services including loans, bank accounts, deposits, treasury services, trade and asset finance for SME and corporate customers with annual turnover above £6.5m.
Global Corporate Banking
Tailored services and solutions for corporate clients with annual turnover above £500m and financial institutions.
Management of capital, funding, balance sheet and strategic liquidity risk. Small non-core portfolio including aviation, shipping, infrastructure and commercial mortgages and some of our social housing loans.
Our business model
We are a relatively straightforward bank that creates value by serving our customer with financial products and services. Most if our 14 million customers are individuals but we also serve growing numbers of small, medium and large UK companies.
Most of what we do can be described as lending money to borrowers, taking deposits from savers, providing bank accounts and payment services. We also offer a wide range of investment and insurance products to households and other more specialised services and products to companies.
What we do
We provide financial products and services to individuals and businesses - Mortgages, unsecured loans, credit cards and overdrafts
- Banking and saving accounts, investment and insurance products
- Specialised services and products to companies of all sizes
We generate sustainable profit - Earn a margin on our products
- Charge fees for our services
- Efficiently manage the infrastructure of people, property and technology that support our business
- Provide for credit losses which may occur if things don't go as planned
We build our business - Invest to ensure we have robust technology and systems
- Keep enough capital and liquidity to withstand times of stress
How we do itWe build our business
UK retail and corporate deposits through current and savings account
Wholesale funding through a range of debt programmes and market facilities
We maintain financial strength and resilience - Well capitalised
- A low-risk appetite
- A track record of profitability
A straightforward ring-fence structure - Majority of activities within the ring-fence after January 2019
- Single point of entry resolution entity
1. At 31 December 2017
How we stand out
We build strong customer relationships - Driving new primary relationships with personal and corporate clients
- Leveraging a comprehensive product range
We want to be the bank of choice for UK companies - Helping UK companies as they expand into overseas markets
- Adapted to industry segments
- Relationship managers based near our clients businesses
We benefit from being an important part of a well-diversified global bank - Significant synergies and able to leverage group technology investment
- Shared management experience and stronger brand identity
We deliver great customer service
We aim for a seamless experience
across all channels, no matter how our customers choose to engage with us
We offer a differentiated proposition
with products and services tailored to be more meaningful and relevant to customer needs
We improved customer experience
for retail and corporate customer, with further improvement at the heart of our plans
We manage risk effectively
We maintain a low risk appetite
by making the right lending decisions and by mitigating the risk we face
We identify, assess manage and report risks
that could impact our result, reputation or the sustainability of our business
We are the most resilient UK bank
with the lowest CET1 drawdown in 2017 PRA stress test
We do things the Santander Way: Simple, Personal and Fair
We take personal responsibility
for our actions
We have high ethical standards
in everything we do
We live the Santander Behaviours
in our interaction with each other and our customer
Our business model creates value for our people, our customers, our shareholders and our communities. This is underpinned by a culture of Simple, Personal and Fair, while being deeply engaged in the communities where we operate.
is to be the best retail and commercial bank, earning the
lasting loyalty of our people,