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?

Telephone

Internet banking

Mobile 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/business2

Customers who access their Online Banking using the Business tab can download our Business Banking mobile app6 here

Available 24 hours every day

Checking the balance and transactions

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

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

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Paying in a cheque

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Cancelling a cheque

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Cash withdrawal in a foreign currency outside the UK

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Third party access to an account, for example under a power of attorney

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Problems using internet banking or mobile banking

No

0800 169 6677

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Reporting a suspected fraudulent incident or transaction

Yes

0800 7 316 666

Available 24 hours every day

Not possible4

Not possible5

Progress following an account suspension or card cancellation, e.g. following a fraud incident

No

0800 731 6666

8am to 8pm Mon to Fri
8am-2pm Sat2

Not possible4

Not possible5

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

No

0800 731 6666

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

Not possible4

Not possible5

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

1Click on the Corporate & Commercial tab as appropriate

²Closed Bank Holidays. Open Christmas Eve 8am - 5pm and New Years Eve 8am - 6pm. Closed from 1pm Saturday 28 December and Saturday 4 January. 

4Webchat for Online Banking is not available at this time but you can contact us on the number above within the hours specified.

5Live chat for Mobile Banking is not available at this time but you can contact us on the number above within the hours specified.

6If 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 banking

Internet banking

Mobile 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 history

Not 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 UK

Not 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 order

Not 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 UK

Not possible

www.santander.co.uk/business

Available 24 hours every day

Not possible

Paying in a cheque

Not possible

Not possible

Not possible

Cancelling a cheque

Not possible

Not possible

Not 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 July 2019 and 30 September 2019

In the 12 months between 1 October 2018 and 30 September 2019

Total number of incidents reported1

2

20

Incidents affecting telephone banking

1

17

Incidents affecting mobile banking

2

14

Incidents affecting internet banking

2

14

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.

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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 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

We may request additional information or documents in individual cases.

You can open an account:

without visiting a branch

No

where a visit to a branch is required, without an appointment

In some cases1

by sending us documents and information electronically

No

by post

No

1You can pop in but it's best to book an appointment first by calling 0800 085 1805

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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 70% of customers;
  • on average, in 2 days; and
  • within 38 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, 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 10 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 0% 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 67% of customers;
  • on average, in 3 days; and
  • within 14 days for 99% of customers.

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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 4 days; and
  • within 5 days for 99% of customers.

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