Coronavirus help

We’re taking a lot of calls at the moment, which means you may be waiting longer than usual. We do understand this is frustrating and we’re trying to make sure you can do as much as possible on our website, social media or online chat. So that we can help those most in need, please only call us if it’s urgent, for example a lost or stolen card or suspected fraud.

Tip 1 – You can take a payment holiday, or figure out 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 if we’ve removed fees on your current accounts, credit cards and more

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 31 January 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

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Tip 3  Contact us online 

So we can support those customers most in need, please use our online chat services in the first instance. 

To use online chat, simply select ‘Chat with us’ on the right of your webpage and post your question. You can do this any time, but our staff are available between the hours of 9:30am and 4:30pm, Monday to Friday, and 9:30am to 4pm on Saturdays.

You can also chat to an adviser online by logging into your Online Banking. Our staff are available between the hours of 8am and 8pm, Monday to Friday, and 8am to 6pm on Saturday and Sunday.

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 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

To see how everything is working (like Mobile Banking, Online Banking and cash machines) take a look at our service status page.

Tip 5 – Protect yourself, protect our staff

Please visit an open branch if you can’t resolve an urgent issue online or over the phone. From Thursday 5 November, our branches will be open between 10am and 2pm, Monday to Friday and closed on Saturday and Sunday. Check our branch locator for further details.

Cheque deposits: If you need to deposit a cheque into your account, you can do so by posting it to your local branch or going to the Post Office. Don't forget you can also do your everyday banking in Post Office branches.

Tip 6 – 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 7 – Supporting vulnerable customers 

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 coronavirus lockdown 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 8 – 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 click here for further advice.

Tip 9  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 £30, starting to change to £45 during April. 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 payments

Tip 10 – Stay alert

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 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. 

If you are a business and would like further support, please view our tips

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