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 banking Internet banking Mobile banking
Contact details   General enquiries: 0800 731 6666

Technical help: 0800 169 6677

New account queries: 0800 068 7010
www.santander.co.uk/business1

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 9pm 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 9pm Mon to Fri 

8am-2pm Sat2
Not possible4 Not possible5
Sending money outside the UK No 0800 731 6666 

8am to 9pm Mon to Fri 

8am-2pm Sat2
Not possible4 Not possible5
Paying in a cheque No 0800 731 6666 

8am to 9pm Mon to Fri 

8am-2pm Sat2
Not possible4 Not possible5
Cancelling a cheque No 0800 731 6666 

8am to 9pm 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 9pm 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 9pm 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 9pm 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 9pm Mon to Fri 

8am-2pm Sat2
Not possible4 Not possible5
Problems using internet banking or mobile banking No 0800 169 6677

8am to 9pm Mon to Fri 

8am-2pm Sat2
Not possible4 Not possible5
Reporting a suspected fraudulent incident or transaction Yes 0800 731 6666 

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 9pm 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 068 7010 

8am to 7pm Mon-Fri3
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 Sun and bank holidays

3Closed Sat, Sun & bank holidays

4Webchat for internet 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 access Online Banking using Corporate & Commercial you do not have access to our 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 731 6666 

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 incidents

Information about 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 01-April and 30-June In the 12 months between 1 April 2018 and 30 June 20181
Total number of incidents reported2 4 4
Incidents affecting telephone banking 3 3
Incidents affecting mobile banking  4 4
Incidents affecting internet banking 3 3

1The first reporting period started on 1 April 2018 so a full 12 month view will be available from 15 April 2019

2The 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

Information about how to open an 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 Yes
where a visit to a branch is required, without an appointment In some cases1
by sending us documents and information electronically No2
by post No

1You can pop in but it's best to book an appointment first by calling 0800 731 6666

2You can apply online at www.santander.co.uk/business for some products but you cannot currently upload documents electronically.  Call us on 0800 068 7010 for more details.

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The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found here

Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.