• Current accounts
  
  
• Deposit accounts
  
  
• Fixed rate deposit accounts
  
  
• Foreign currency accounts

You can give each of your accounts an alias or nickname to allow easier and quicker recognition. This can be useful when you use many accounts.

To apply an alias to the account, navigate to the administration tab then ‘Manage Accounts’. Under ‘Account Alias’ type what you’d like to use. Then click ‘Continue’.

Marking accounts as confidential will prevent all users from accessing the account. Unless the user has access to confidential accounts.

To mark an account as confidential. Navigate to the ‘Administration tab’, then ‘Manage accounts’. Choose the confidential indicator checkbox next to the account. Click ‘Continue’ to confirm the change.

Your accounts need to be assigned for use in the service. Call the Online Help Desk for further support with this. If the accounts have been assigned and are still not available to view you’ll need to make sure they’re allocated to the roles you’ve been permitted. Your administrator will be able to help with this.

Your favourite accounts will appear for you to choose when using the magnifying glass on any of the payment of account search screens.

You can choose up to 10 of your most used accounts as favourites to save yourself time when navigating around the site.

Administrators can create new users.

1. Navigate to the ‘Administration’ tab and choose ‘Manage Users.’
   
   
2. Choose ‘Create new user’.
   
   
3. Enter the user's personal details and press ‘continue’.
   
   
4. Choose the user’s roles and press ‘continue’. This will determine what the user has access to online.
   
   
5. Choose your user’s preferred mailing location.
   
   
6. Your new user will receive their log on password to their email address. You’ll need to inform the new user of their IDs. We recommend you do this over the phone or in person.

New users will need to download the Santander Connect UK mobile app. This can be downloaded from the Apple Store or the Google Play Store.

If the user can’t use the mobile app, contact us to order a security device.

About security devices.

1. Navigate to the ‘Administration’ tab and Choose ‘Manage Users.’
   
   
2. Choose the desired user by clicking their User ID.
   
   
3. Once in the user's profile, choose ‘Edit User’ from the Options menu at the bottom of the page.
   
   
4. To change an aspect of the user's details, make the required change and press ‘continue’. If you want to change an aspect of their access, choose the ‘Edit Role’ button. It allows you to view and change the user's role allocation. Press continue after making the required adjustment.
   

Suspending a user means that you temporarily suspend a user’s access. Administrators have the ability to suspend users.

Once suspended you’ll need to re-activate your user in order for them to regain access.

To suspend a user please follow the instructions below:

1. Navigate to the ‘Administration’ tab and choose ‘Manage Users.’
   
   
2. Choose the desired user by clicking their User ID.
   
   
3. Once in the user's profile choose ‘Suspend User’ from the Options menu at the bottom of the page.

To re-activate a suspended user please follow the steps below:

1. Navigate to the ‘Administration’ tab and choose ‘Manage Users.’
   
   
2. Choose the desired user by clicking their User ID.
   
   
3. Once in the user's profile choose ‘Re-activate User’ from the menu at the bottom of the page.

Deleting a user removes their information and records from your profile. Administrators have the ability to delete users.

To delete a user please follow the instructions below:

1. Navigate to the ‘Administration’ tab and choose ‘Manage Users.’
   
   
2. Choose the desired user by clicking their User ID.
   
   
3. Once in the user’s profile, choose ‘Delete User’ from the menu at the bottom of the page.

No. You can have as many online banking users as you like but extra users may increase your monthly user fee. See below for more information:

Number of Santander Connect Users and Price per User

This is the maximum payment amount that the user is allowed to authorise.

User roles define what accounts and services your users have access to online. These can be changed at any time by administrator users. Depending on your online service you’ll be able to choose a number of standard predefined user roles. Alternatively, you can create a customised user role to match your needs. (Connect Plus only).

Master roles. These are pre-defined roles designed around typical roles within a company. You can’t change or edit these.

Customer roles (Connect Plus only). These are roles created by you and based on the different functionality required for the day-to-day responsibilities of your users.

Master roles and definitions

* These roles are the only available roles in the Santander Connect service. Additional roles are available in the Santander Connect plus Service.

To create a new user role, please follow the instructions below:

1. Navigate to the ‘Administration’ tab and choose ‘Manage roles.’
   
   
2. Enter a name for your user role.
   
   
3. Choose the services that you would like your role to be able to access.
   
   
4. Choose the accounts that you would like your role to be able to access.

Once confirmed, your new user role can be assigned to any of your users.

All admin users have access to a report that collates user roles information. This allows you to see what actions and accounts each of their users has access to.

To find this report:

1. Navigate to the ‘Administration’ tab and choose ‘Manage users.’
   
   
2. Choose the type of report you wish to export at the bottom of the screen.
   
   
3. Choose the format of the export (CSV or PDF).

The audit tool is only available to admin users and lets them search for specific user activity. This includes making payments, logging on and certain admin tasks. This provides your company with visibility and control of certain actions performed by your users.

1. Navigate to the ‘Audit’ tab. You’ll only be able to see the audit tab if you have the correct role.
   
   
2. Search for an audit event. You can search for an audit event in a number of ways:
   
   • By date (within a maximum range of 6 months).
     
   • By User ID. Use the magnifying glass or type in the user ID.
     
   • By ‘Event Category’ and/or ‘Event Type’. These options allow you to narrow your search by choosing the type of event you’re looking for.
     
   • By payment reference (only when searching for payment events).
      
3. View event details. To see further details of events choose the ‘Event Description’.

• The date, time, user name, and user ID is shown for all audit events.
  
  
• Where a user has made a change, the event description will show the settings both pre and post change.

6 months. We encourage customers to export and save audit records regularly for record keeping.

Only users with administration permissions can see the audit tool. Please speak to your administration user if you need access.

Yes, in CSV or PDF formats.

Yes. You can see bills and invoices for your accounts in the ’View Notifications‘ tab.

You can search for your bills by date, by account or by bill type. Your bills can be exported in a PDF format for printing.

For charging information please speak to your Relationship Director. Alternatively, contact our Online Corporate Banking helpdesk on 0333 207 2317. Lines are open Monday to Friday 8am to 5:30pm.

Bank messaging allows you to send secure messages to our Online Corporate Banking helpdesk. They’ll aim to reply to you within 24 hours.

From time-to-time we’ll send you secure messages about changes to your online services. It’s important that you check your bank messages regularly.

• Scheduled statements
  
• Basic balance reports
  
• Basic account activity reports
  
• Advanced account activity reports
  
• File repository services (Connect Plus only)

An online copy of your paper statements can be found in ‘account information’ under ‘scheduled statements.’ These can be exported in PDF format.

You can opt to ‘go paperless’ and only receive statements online.

Basic balance information can be exported in CSV or PDF formats from the ‘Account Balances’ screens. This shows your real-time current and available balances for each of your accounts.

To export a basic balance export please follow the instructions below:

1. Navigate to the ‘Account information’ tab and choose ‘Account balances.’
   
   
2. At the bottom of the screen choose ‘Export PDF’ or ‘Export CSV’.

The file layout for a CSV basic balance report is below:

A basic summary of your recent account activity can be exported in CSV or PDF format.

To export a basic summary of your recent account activity please follow the instructions below:

1. Navigate to the ‘Account information’ tab. Choose ‘Account Activity.’
   
   
2. Choose or search for an account.
   
   
3. At the bottom of the account activity screen choose ‘Export PDF’ or ‘Export CSV’.

The file layout for a CSV account activity report is below:

An advanced report containing all of your recent account activity can be exported in CSV or PDF format.

To export an advanced report of your recent account activity, please follow the instructions below:

1. Navigate to the ‘Account information’ tab and choose ‘Account Activity.’
   
   
2. Choose or search for an account.
   
   
3. At the bottom of the account activity screen choose ‘Search for transactions’.
   
   
4. Enter the search criteria and press ‘Search’.
   
   
5. At the bottom of the transaction search screen choose ‘Export PDF’ or ‘Export CSV’.

The file layout for a CSV advanced account activity report is below:

The file repository provides a range of more advanced data export facilities. These offer a convenient and flexible way to obtain balance and transaction data to meet your needs.

Once exported these data files can be used in your own accounting and enterprise software.

To access these services you’ll need to be assigned the appropriate roles by your admin user. These services include:

You can export data using a variety of industry standard file formats. These reports can be created in the industry standard file formats below:

• MT940
• MT942
• BAI 2
• QIF
• Quicken
• MS Money
• QuickBooks
• Lotus statements / transactions
• More available on request. Please speak to your relationship director.

You can define your own file content and layout using our custom export facility. This can also be used across multiple accounts using a custom date range.

To create a custom export profile choose the Data Export & File Repository menu from the Account Information tab. Then ‘Create Customised Data Export’.

You’ll need to complete the Data Export Information. Fields marked with an * are mandatory:

• Description, a unique name that you can assign to this export profile.
• File Name, a unique name assigned to the created file.
• File Format, this is the format of the file that you want to create. The options available include:
  • Tab separated value. The fields within each record will be separated by tabs.
  • Comma separated value. The fields within each record will be separated by commas.
  • Semicolon separated value. The fields within each record will be separated by semicolons.
  • Fixed length Value. The fields within each record are presented in a fixed length.
• Content, this field determines the content and fields available in the file. You can choose either a summary or detail report. You can also choose prior day, current day or both. The section on custom content availability illustrates the fields available per content type.
• Negative sign on amounts. This check box can choose to apply a negative sign on debit entries. This is an optional feature.
• Next, choose the accounts you require to be reported in the file. To choose multiple accounts simply tick the box on the left located next to each account.
• Choose the date range. Two options are available:
  • Specify an actual date range using the calendar feature
  • Choose from the options available under the relative date range.
• Some combinations of dates may not be appropriate to the content you’ve chosen. The service may prompt you to choose alternative options that are compatible.

With the Customised Export Profile you can define exactly which content you want. You can customise the position of this data relative to the format chosen.

You can define the exact content, choose the fields required and their relative position within the file. The fields available depend on the type of content chosen. A description of all available fields is detailed below.

Once you have defined the custom export profile, choose ‘Save’ to continue. You’ll then be asked to review the details before confirming. Choose ‘Confirm’ to finalise the export profile then choose ‘Return to Data Export Profiles’. To schedule the download of your export profile check the ‘Scheduling an Export Profile’ section.

As well as creating new customised export profiles you can edit and delete existing export profiles.

Schedule your data files for download at a time and date that works for you. This puts you in control of obtaining account data.

The online scheduler can be used to schedule reports at:

• 02:00am
• 06:00am
• 07:30am
• 09:30am
• 10:30am
• 12:00 Midday
• 13:30pm
• 15:30pm
• 17:30pm
• 19:30pm
• 23:30pm

Once generated reports can be viewed and downloaded.

A dedicated portal that stores all of your data files in one place. This houses all your export files and electronic statement arrangements. Here you can access and download all the data files you have created.

ESA is a service whereby unique statement files are produced (as part of file transfer and bill payment services). They are made available through the files repository for download at a prescribed frequency.

Electronic Statement Arrangements can be delivered in a variety of formats. Please contact your Relationship Manager for more information.

Common specifications include:

• Santander CSV
• Santander Standard
• APACS CSV
• APACS Standard

Other formats are available. Please contact your relationship manager for more information.

The file repository contains all the data files you have scheduled for delivery. From here you can download the file.

Please note, all data files will be available for collection in the file repository for up to 56 days.

As part of cheque imaging we’re introducing new transaction codes on ESAs.

These will run in parallel with existing transaction codes for paper cheque deposits. You may wish to update your systems to recognise the new code(s) which can be found in ‘Account activity’.

The differences between Connect and Connect Plus can be found here.

If you choose to switch online banking services you’ll need to contact the Connect helpdesk on 0800 085 1580. They’ll guide you through changing your online service. If you do switch your online banking service will be unavailable from 12:00am–1:00am on the day of your switch.

Yes, at any point.

No.

Santander Connect does not support this particular feature. There is only one payment role that contains all the payment services available.

Payment authorisation limits can still be applied to users. Your users will still have access to key and authorise payments up to their specified authorisation limit.

Yes.

Yes. Admin settings will be retained. However, the user role assignment will change following a switch from Connect Plus to Connect as there are only three master roles available in Connect. Users will be assigned a role that best matches their current service assignment.

Yes.

All online banking service fees are calculated at the end of each calendar month. Fees are automatically applied to your nominated account. Your nominated account won’t change when you switch. You may choose to change your nominated account at any time by calling the Help Desk on 0800 085 1580.

You won’t be able to access Santander Connect while you’re being switched. Switching takes place between 12:00am-1:00am on the day you’re due to be switched. If you try to log on while your service is being switched you’ll receive a message informing you that your Connect service is currently unavailable.

Connect Standard doesn’t support Bacs payments. If you want to make payments by Bacs you’ll need to stay with Connect Plus.

Your users will be assigned one or more of the three master roles available in Connect. This will be based on the types of services they are currently assigned.

As an example, a user in your company with a role that only allows them to key and authorise payments will be assigned the Key and Authorise Payments master role following the switch. A user with a role that allows them to undertake administrative services such as managing users will automatically be assigned the Admin Lite master role. For users with a role that allows them to view balances and transactions, they will be automatically assigned the Account Operator role.

You’ll need to choose which three accounts will continue to be visible online. You can choose to change these at any time if required by contacting our online banking Help Desk on 0800 085 1580.

The accounts that are no longer visible in Santander Connect service won’t be changed or affected in any way and will continue to be serviced as normal outside the Santander Connect service e.g. regular statements will still be issued to your registered address to report the balance and transactions on the account.

To check how many accounts you currently have registered in the service, use the Customer Details menu under the Administration tab and view the field ‘No. of registered Accounts’.

Before you switch you’ll need to:

• Authorise any payments you have awaiting authorisation. Any payments not authorized.
• Take copies of any files you need that are stored in the file repository.
• Make a note of any future-dated payments as they won’t be switched to your new service. They’ll need to be re-entered into your new Connect service.

It’s a convenient and safe way to access account reporting services through your mobile phone. Content is optimised to provide a clear and concise layout on your mobile phone. It’s a mobile-friendly version of the Connect service and offers you real time account reporting on the move.

To use this service enter the web address cbm.santander.co.uk into the internet browser of your mobile. Then use your Connect security credentials, which are your Company ID and User ID. You’ll need to be a registered user of our Online Corporate Banking service to access this service.

The service provides:

• On the move access to your accounts, 24 hours a day, 7 days a week and from anywhere in the world.
• Real time account balance and transaction reporting.
• Expanded balance details that include ledger and available balance positions.
• Expanded transaction details that include posting and value dates plus full narrative text.
• Visibility of key account attributes such as the overdraft limit, BIC, account alias.

No, but you must be an active registered user of our Online Corporate Banking service.

Check that you are entering your security credentials correctly. Then if the problems continue get in touch with Online Corporate Banking Help on 0800 085 1580. Lines are open Monday to Friday 8am to 5:30pm.

There’s no need to worry. Our system is set up to ensure that your account information remains secure.

The Mobile Banking service works with any mobile phone with internet access. Your phone must network allows secure SSL (Secure Sockets Layer) enabled web traffic.

We recommend clicking ‘Log Off’ at the bottom of the screen. This will close the Mobile Banking session properly.

Go to cbm.santander.co.uk on your phone’s internet browser and use your existing security credentials for Connect.

We don’t store any account information on your phone but it’s always a good idea to secure your phone with whatever features it offers (code, finger or face recognition etc).

Security is our highest priority. The service uses Secure Sockets Layer (SSL) encryption technology to encrypt your information. Additionally, if you forget to log out of your mobile we’ll automatically log you out after five minutes of inactivity.

We don't store any account information on your phone. Avoid sharing the phone you use the service on. If someone else has access to it, then clear the browsing data, cache and cookies. Also, protect your phone with a password where possible. Don't write your security information down or store it somewhere on your phone or disclose it to others.

There are a few basic points to remember when using the service on the move:

• Avoid using Mobile Banking whilst connected to public wi-fi. Security can’t be guaranteed.
• Be alert to anyone who might be watching you entering credentials on your phone.
• Don't leave your phone open to unauthorized access whilst logged on.
• Remember to log off when you have finished using the service.

Yes. There are a few measures you could take to protect your phone. Consult your phone operator and handset manufacturer for further support on this.

• Always make sure that your phone operating system is up to date.
• Check if there are any compatible anti-virus packages you can download.

There’s no charge. However, dependent on your phone tariff and data plan, you may be charged by your mobile service provider to access the Mobile Banking service. If you’re not sure then always check with them.

This is an optional security feature which means that two different admin users have to approve certain admin changes.

When dual administration is on we recommend you have at least three admin users. This will ensure you have a back-up if one admin user is not available. This will allow your company to make urgent admin changes without delay.

The following administration settings will be controlled by dual administration:

• Customer Address (within customer details menu)
• Payment Limits (within customer details menu)
• Create a new user role (within manage roles menu)
• Edit an existing user role (within manage roles menu)
• Delete a user role (within manage roles menu)
• Creating a new user (within manage users menu)
• Editing an existing user (within manage users menu)
• Deleting an existing user (within manage users menu)
   

Any changes to the settings above will require two separate admin users to approve. One Admin user to request the change. A separate admin user to review and approve the change.

In the dual administration queue you can see all changes pending approval by a second admin user. You can also see which uses have requested the changes. You can click on each request to review the detail of the change.

To see the dual administration queue you need to have the dual administration role assigned to your user. Speak to your administrator if you need access.

In the dual administration queue you can see all changes pending approval. You can review the changes pending approval by using the action buttons.

To approve requests you must have the dual administration service assigned to your user. Speak to your admin if you need access. You won’t be able to approve any requests you’ve made yourself.

In the dual administration queue you can see, review or cancel changes pending approval.

When cancelling you can add comments to inform other users why the request has been cancelled.

To cancel requests you must have the dual administration service assigned to your user. Speak to your administrator for access. You won’t be able to approve any requests you’ve made yourself.