Customer experience

Finding better ways to bank
Technological advances are helping our people better meet our customers' needs. For instance, we have introduced text alerts, Mobile Banking apps, chip and PIN devices in branches and new deposit ATMs. We are exploring more new developments to continually improve our service.

Managing complaints
We encourage our people to resolve simple issues and complaints using their own expertise and coaching from our central team. Our central team address more complex complaints. This approach has seen a significant improvement in the speed and the quality of the resolution, as well as the number of complaints outstanding.

Financial inclusion and capability

Bank accounts for everyone
We understand how having access to a bank account and financial products and services can help.

We provide all the essential banking services free of charge without any of the more complex features or overdraft facilities through our Basic Current Account..

Straightforward information
To contribute to a wider understanding of the basics of money management and how financial products and services work we are committed to providing straightforward communication with clear access to further information and help if it's needed.

Supporting customers in difficulty
We're committed to treating any of our customers in financial difficulty sympathetically. We support them with guides on how to handle debt and information on where they can get free money advice.

Funding the Money Advice Trust
We provide funding for this worthwhile Trust which is responsible for operating the National Debtline and Business Debtline. The debtlines offer free, confidential and independent advice.

Affordable credit
We support responsible lenders such as credit unions or community development finance institutions (CDFIs) in providing small loans at reasonable rates. These loans, usually of a few hundred pounds, can be crucial in helping people on low incomes manage their cash flow without resorting to unscrupulous lenders or high-cost alternatives.

Helping businesses

Becoming the SME bank of choice
This is our goal so we pride ourselves on being more like a business partner than simply a finance provider and we work hard to understand individual businesses' needs.

Our year-on-year lending to SMEs has grown every year in the UK since 2009. Through Santander Business Banking, companies with a turnover of up to £250,000 can access good value products and services which help lower costs and make a difference to their bottom line.

Support for start ups to corporate business
With products and services that support the full business cycle, including start-up loans, support and advice, industry-specific guides, in-branch Local Business Managers, Relationship Managers in our regional business centres and specialist finance teams for corporate customers, we're there every step of the way.

Visit Business Banking
Visit Corporate Banking 
Business advice

Santander Breakthrough
Launched in 2011, The Santander Breakthrough programme aims to help Britain's fastest growing small and medium-sized enterprises (SMEs). Selected businesses will receive funding and financial advice, as well as the chance to visit successful companies and learn from leading entrepreneurs.

Learn more about Santander Breakthrough