We know the current circumstances mean your financial situation could change quickly and unexpectedly. We’re making sure that we’re here to help you when you need us. Our tips below help to show what support is available to you, ways to manage your finances and how best to contact us.
Tip 1 – It’s still possible to apply for a payment holiday or see what happens next if you’ve already taken one
If you’ve not already requested one: you can apply online for a mortgage, credit card and personal loan payment holiday of up to 3 months if you need to. You can apply for a payment holiday up to (and including) 31 March 2021.
If you took a payment holiday in the past and would like to take another one: visit the pages above for further details about eligibility and how to apply.
If you’re coming to the end of an existing payment holiday: don’t worry, we’ll be in touch before your first payment is due with information about what happens next. If you’ve been contacted by us, you’ll find further information on our money worries page.
So that we can help customers most in need, please only call us if you’re worried about making your payment which is due in the next 7 days.
Tip 2 – See what help we may be able to give you on a range of products
We know your financial situation may have changed unexpectedly but there may be ways we can help.
Overdrafts: You can ask for up to 3 months of temporary overdraft support until 4 May 2021, if you still find yourself financially impacted by coronavirus. Please read our FAQs before deciding whether temporary overdraft support is right for you. If you have a joint account, only one of the account holders needs to make a request for temporary support and you can only request the temporary support once.
You can also request an overdraft or increase your overdraft limit using Online Banking
Credit cards: From 31 March 2020 until 31 January 2021 there will be no fees for late payments on all our credit cards. There’s more information in our FAQs
Access to savings: We can help you access your money held in Santander fixed rate bonds and fixed rate ISAs before the end of the fixed term, free of charge.
Insurance: You may also be able to get help if you have a Santander Home Insurance policy, Santander Life Protection policy or a Santander Car Insurance policy. For any other insurance policies please contact your insurance provider. Contact details can be found in your policy documents.
Investments: To help with any concerns you may have about your investments held with us, we’ve put together a list of FAQs
Tip 3 – Tip 3 Our digital assistant, Sandi, is available to chat with you 24/7
The current situation means it might be more difficult to get to a branch or speak to us on the phone, so we’ve been working hard on our Chat service, which is available 24/7.
Sandi can provide answers to simple questions. If Sandi can’t help we'll connect you to a member of staff between the hours of 9.30am and 4.00pm, Monday to Friday and 9.30am and 3.30pm on Saturdays.
Alternatively, if you’re using Chat within Online or Mobile Banking you can leave us a message and a member of staff will get back to you.
To use Chat, just click ‘Chat with us’ on the right hand side of this page or log on to Online or Mobile Banking.
Alternatively, our team are ready to help you on Facebook and Twitter.
If you’re a Santander Business customer, you can speak to your local Business Relationship Manager.
Tip 4 – Make sure you’re registered for Online Banking and download our mobile app
Online and Mobile Banking allow you to securely manage your money any time. You can check your balance, make payments and much more from your smartphone, computer, tablet or other device, without leaving home. Your log on details are the same for Mobile Banking as they are for Online Banking.
You can usually register online, or if you’ve forgotten your details you should be able to retrieve them in a few simple steps:
Tip 5 – Protect yourself, protect our staff
If you can’t resolve an urgent issue online or over the phone, please visit one of our open branches. Most of our branches are open between 10am and 2pm, Monday to Friday and are closed Saturdays. Check our branch locator for further details.
If you need to deposit a cheque into your account, you can do so using our outdoor ATMs, by posting it directly to us or going to the Post Office. Don't forget you can also do your everyday banking in Post Office branches.
Tip 6 – Stay alert to fraud and scams
Unfortunately, some fraudsters are trying to take advantage of the current situation, so make sure you’re on the lookout for anything suspicious, including messages about coronavirus claiming to be from your bank. Remember, we’ll never ask you for your full PIN or password or ask you to move money from your accounts.
Tip 7 – Make sure we have the right contact details for you
It’s really important that we have the right details to contact you, so we can get in touch about developments and changes. To make sure everything is up-to-date just log on to Online Banking then: My Details & Settings > Change Personal Details (left hand menu) > Change Contact Details.
Tip 8 – We’re here for customers who are shielding or most in need
We understand that if you can’t leave the house, you may need money to pay a family member or volunteer who has helped with shopping. It’s important you don’t share bank cards or PINs, so you could try Online or Telephone Banking. Send payments using Online Banking or Paym, which lets you transfer up to £250 a day using just a mobile number.
If you can’t use Online Banking we can take payment instructions using Telephone Banking. And don’t forget, you can still use cheques to pay people. You can also learn about other ways we have to help you bank in our supported banking pages.
If you urgently need help our dedicated helpline is at 0800 015 6382. Please only use this number if you need emergency help and can’t contact us online. It’s open Mon-Fri 9am-5pm, Sat 9am-4pm.
You are not alone
Being at home shouldn’t mean being at risk of domestic abuse. We know during the pandemic there has been an increase in the number of reports of abuse, which is not always physical and can include financial control.
We’re proud to support the campaign #youarenotalone and encourage anyone who is a victim of abuse to get in touch by phoning, speaking to us in branch or using online chat. Find more information on coronavirus and domestic abuse
Tip 9 – Think about your travel arrangements
Check the government’s advice before you travel. Your travel insurance won’t cover you where government advice is to avoid travel to your destination, either due to the coronavirus or any other reason.
If your travel plans have been affected by the coronavirus take a look at our travel pages
Tip 10 – Use contactless and mobile payments
To avoid the need to touch the payment terminal or exchange cash in stores, consider contactless payment using your Santander debit or credit cards. It’s available in most stores - simply tap your card on the device. Payment amounts are limited to £45. Find out more about contactless
You can also link most Santander debit cards and credit cards to your smartphone to make secure mobile payments. Find out more about mobile payment
Tip 11 – Businesses: stay aware of government advice
For any businesses looking for general support, the government has provided guidance to help both employers and businesses.
Businesses can find information on the whole range of support that the government is offering at the COVID-19: guidance for employees, employers and businesses page.
We’re committed to supporting businesses during this time and have further support in our business tips