Service quality information

The Financial Conduct Authority requires us to publish the following information about our personal 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   All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
www.santander.co.uk Download our mobile app here
Checking the balance and transactions No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Sending money within the UK, including setting up a standing order No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Sending money outside the UK No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Paying in a cheque No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Cancelling a cheque No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Cash withdrawal in a foreign currency outside the UK No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Third party access to an account, for example under a power of attorney No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not possible3
Problems using internet banking or mobile banking No All enquiries: 0800 9 179 170

7am to 9pm Mon to Sat 

9am to 9pm Sun1
Not possible2 Not possible3
Reporting a suspected fraudulent incident or transaction Yes 0800 9 123 123

Available 24 hours every day
Not possible2 Not possible3
Progress following an account suspension or card cancellation, e.g. following a fraud incident No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not 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 available No All enquiries: 0800 9 123 123

7am to 9pm Mon to Sat 

8am to 9pm Sun1
Not possible2 Not 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 or queries you can raise in one of our branches. 

1Bank holiday 7am to 9pm and closed Christmas Day.

2Webchat for internet banking is not available at this time but you can send us a Secure Message through our Online Banking service or 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.

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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 9 123 123

Available 24 hours every day
www.santander.co.uk

Available 24 hours every day
Download our mobile app5 here Available 24 hours every day
Accessing a transaction history1 Not possible3 www.santander.co.uk

Available 24 hours every day
Download our mobile app5 here Available 24 hours every day
Sending money within the UK2 Not possible4 www.santander.co.uk

Available 24 hours every day
Download our mobile app5 here Available 24 hours every day
Setting up a standing order Not possible www.santander.co.uk

Available 24 hours every day
Download our mobile app5 here Available 24 hours every day
Sending money outside the UK Not possible www.santander.co.uk/

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 or actions you can take in one of our branches. 

1required for at least the previous 90 days

2able to send money to new and existing payees

3Only available for last 10 transactions

4Only available for existing payees

5Only available on iOS & Android

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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 here
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/

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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 and 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  
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 In some cases2
by post No3

1You can pop in but it's best to book an appointment first by calling 0800 068 6699

2Some accounts can only be opened in branch

3Available for customers with additional needs only

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The requirement to publish the Competition and Markets Authority independent service quality survey results for 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.