Coronavirus help

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.

If you’re a business in need of support, please see our tips for businesses

Tip 1 – If you’re facing financial difficulties, don’t struggle alone

If finances are a struggle, we’re here to help. We’ve got a dedicated page with lots of useful information on a range of topics, which might help with any financial concerns you may have. 

If you’re worried about making your next payment, or you’ve missed a payment, visit our money worries page for ways in which we can help. 

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. 

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 – 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 Sandi’ on any of our web pages.

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:

Personal customers: sign up / retrieve your details
Business customers: sign up / retrieve your details

Tip 5 – Protect yourself, protect our staff

For up to date branch opening times, please refer to our branch locator. Don’t forget that you can also do your banking in Post Office Branches, through online banking and via our mobile banking app

If you need to deposit a cheque into your account, take a look at our cheques page for more information.

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.

Find out how to protect yourself or your business 

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. 

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’re having problems getting to your money because of coronavirus (for example you can’t leave the house), you can call our helpline on 0800 015 6382. Lines are open Mon-Fri 9am-5pm, Sat 9am-4pm. We want to make sure we can help those in the most vulnerable situations, specifically related to coronavirus. Please only call us if your query is urgent and you can’t get the help you need online. 

If you’re experiencing a situation that’s affecting the way you manage your finances, it can be helpful to tell us so you don’t need to repeat yourself every time you speak to us. 

Let us know by logging on to Mobile or Online Banking, start a chat and type in ‘tell us once’ and we’ll record it with your consent. Please visit our chat with us online page to learn more about our secure chat and how to access it.

You can also tell us in branch or over the phone by contacting us

For more detailed information, take a look at our dedicated accessibility page.

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. From 15th of October 2021, payment amounts are limited to £100. 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

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