Business service quality information

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

How to get help and support

How and when you can contact us to ask about the following things:

 24 hour help?TelephoneInternet bankingMobile banking
Contact details 

General enquiries: 0800 731 6666

Technical help: 0800 169 6677

To apply call us on 0800 085 1805 to book an appointment in branch.

www.santander.co.uk/business1

Customers who access their Online Banking using the Business tab can download our Business Banking mobile app4 here

Available 24 hours every day

Checking the balance and transactionsNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2

Not possible3

Sending money within the UK, including setting up a standing orderNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Paying in a chequeNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Cancelling a chequeNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Cash withdrawal in a foreign currency outside the UKNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card numberNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Third party access to an account, for example under a power of attorneyNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Problems using internet banking or mobile bankingNo

0800 169 6677

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Reporting a suspected fraudulent incident or transactionYes

0800 731 6666

Available 24 hours every day

Not possible2Not possible3
Progress following an account suspension or card cancellation, e.g. following a fraud incidentNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat1

Not possible2Not possible3
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be availableNo

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat

Not possible2Not possible3

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account

1Closed Bank Holidays

2Webchat for Online Banking is not available at this time but you can contact us on the number above within the hours specified.

3Live chat for Mobile Banking is not available at this time but you can contact us on the number above within the hours specified.

4If you’re a Corporate & Commercial customer you can use Online Banking but not the mobile app.

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How to carry out common tasks

How and when you can use your bank account to do the following things:

  Telephone bankingInternet bankingMobile banking 
Checking the balance

0800 7 316 666

Available 24 hours every day

www.santander.co.uk/business

Available 24 hours every day

Customers who access their Online Banking using the Business tab can download our Business Banking mobile apphere

Available 24 hours every day

Accessing a transaction historyNot possible

www.santander.co.uk/business

Available 24 hours every day

Customers who access their Online Banking using the Business tab can download our Business Banking mobile apphere

Available 24 hours every day

Sending money within the UKNot possible

www.santander.co.uk/business

Available 24 hours every day

Customers who access their Online Banking using the Business tab can download our Business Banking mobile apphere

Available 24 hours every day

Setting up a standing orderNot possible

www.santander.co.uk/business

Available 24 hours every day

Customers who access their Online Banking using the Business tab can download our Business Banking mobile apphere

Available 24 hours every day

Sending money outside the UKNot possible

www.santander.co.uk/business

Available 24 hours every day

Not possible
Paying in a chequeNot possibleNot possibleNot possible
Cancelling a chequeNot possibleNot possibleNot possible

Note: This is a list of common queries. It does not represent the full list of actions you can raise in relation to your account. 

1Those who access their Online Banking using Corporate & Commercial do not have access to our mobile app

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Information about our operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

 In the 3 months between 1 October 2020 and 31 December 2020In the 12 months between 1 January 2020 and 31 December 2020
Total number of incidents reported149
Incidents affecting telephone banking00
Incidents affecting mobile banking02
Incidents affecting internet banking00

¹the numbers shown are the total number of incidents reported by Santander UK and include cahoot, Santander personal current accounts and Santander business current accounts. 
Important notes on incidents preventing our customers from using our payment services:
The ‘number of incidents reported’ can include incidents that didn’t impact any of our servicing channels (Telephone, Mobile, Internet Banking) and didn’t prevent customers from using our payment services.
An incident that impacts more than one part of our business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the ‘number of incidents reported’, meaning the total number of incidents reported to the FCA may differ to the sum of the incidents impacting our servicing channels (Telephone, Mobile, Internet Banking).

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Information about our complaints

Complaints data
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available here1
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/

1The volume of complaints for business current accounts is reported in the total number of complaints for Santander

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What you'll need to open a current account

Opening a current account with us

Go to here (159 KB) to find out how you can open an account, and what information and documents you need to give us to open an account.

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How to open a current account


To open any of our accounts, a new customer will need to provide us with the document and information set out here (159 KB)

We may request additional information or documents in individual cases.

You can open an account:

without visiting a branchNo1
where a visit to a branch is required, without an appointmentNo1
by sending us documents and information electronicallyNo1
by postNo1

1We’re working hard to do all we can to help our existing business customers in urgent need of coronavirus support.

This means that we’re not accepting new applications for Business Current Accounts, but we’ll review this position over the coming weeks and further details will be available on our website.
 

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Account opening information

How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 56% of customers;
  • on average, in 3 days; and
  • within 37 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for here (135 KB), in a case where we don't need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers;
  • on average, in 7 days; and
  • within 7 days for 99% of customers.
How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 1% of customers;
  • on average, in 5 days; and
  • within 6 days for 99% of customers.
How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 100% of customers;
  • on average, in 0 day; and
  • within 0 days for 99% of customers.

We’re working hard to do all we can to help our business customers who need coronavirus support. This means that we haven’t been accepting new applications for business current accounts or overdrafts, and so these figures may have been affected by this. We’ll be reviewing this position over the coming weeks and further details will be available on our website.

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Replacing a lost, stolen or stopped debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 5 days; and
  • within 5 days for 99% of customers.

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