How to update your business information

You may have recently received an email from us, asking for some information and documents to bring your business account up-to-date. 

What do I need to do?

  • Go to our document upload hub
  • Click the ‘upload your information’ button to log on
  • Enter your unique reference number, which can be found on the email we’ve sent you
  • Once logged on you’ll be able to upload the additional documents and the information we asked for

What are we doing and why? 
We have a legal and regulatory obligation to make sure we keep up-to date, accurate information about all our existing customers. This is why we need you to provide the information we’ve asked for. 

What do I do if I’m concerned the email or text I’ve received is a scam?
It’s understandable that you may be concerned when you receive a message from us asking for these kind of details. If your email is genuine, it should have your business name and the last 4 digits of your business current account number. If you are still worried, please contact our business team on 0330 123 9860 or 0800 011 3414 (freephone).
Learn more about scams

I’ve received more than one email asking for my details, why is that?
You may receive more than one email if you’re the primary contact person for multiple businesses and we’re requesting  information on all of them.

Can I let you have the information over the phone or in branch?
Unfortunately not, please follow the instructions in your email or text.

What happens if I don’t respond to the request?
It’s really important that you work with us to provide the information that we need to keep the right records. If we don’t receive a response from you in the time given, we’ll contact you again and eventually may give notice that your account(s) will be blocked unless you let us have the information. If you still don’t provide the information, we may give you notice that your account(s) will be closed.

What information do I need to provide?
We might ask for details such as the nature of your business or expected account activity. We might also ask for documents that prove ownership or the address of the business, or evidence around the business’ incorporation, accounts or key people. 

I have received an email  from Santander asking for information, but I’m not sure exactly what I need to provide?
If, having read our emails, you are still unsure please contact our business team on 0330 678 2571.

What do I do if I can't provide the information you're asking for within the timescales?

If you can’t meet the deadlines or provide the information, please contact the business team on 0330 678 2571 to discuss it with us.

Will I receive a confirmation email when I’ve provided the documents you’ve asked for?
No, but we’ll take a look and let you know if we need anything else. 

I keep receiving an ‘upload unsuccessful’ error message when using document upload?
You may be uploading the wrong file type. The file types we can accept are, JPG, JPEG, PNG, PDF.
Alternatively, if your file is bigger than 20MB, it’s too large. You’ll need to compress it to upload it. 

What do I do if I can’t log on to the document upload hub?
Make sure you’re using the exact details on the email we sent you. If you have difficulties you can get in touch with our business  team on 0330 678 2571.

I’m worried about clicking on a link in an email. Is there another way to get to the document upload hub? 
Yes, you can get to it from our website:

  • Go to
  • Choose ‘Support’ from the navigation at the top of the screen.
  • Scroll down and you’ll see ‘Customer-support’ under ‘Browse support topics’.
  • Then scrolling down again you’ll see ‘Information and document upload hub’ in the list of pages
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