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 - If you have been financially impacted by coronavirus we’re here to help you.
We can help you in a number of different ways if you have been financially impacted by coronavirus. Our aim is to try to find solutions that suit your specific circumstances. For example:
- Payment holiday: We can offer payment holidays for mortgage, credit cards and personal loans for up to 3 months if you need it. The best way to apply is online.
- Overdrafts: If you have an arranged overdraft in place on one of our adult current accounts, we’ll automatically waive interest up to the first £500 of your agreed limit between 6 April until 9 July 2020. This is higher than the £350 previously communicated. If you use more than £500 of your overdraft, we’ll also charge a discounted arranged overdraft rate during this period of 19.90% EAR (variable) where the standard rate is higher. If you need to add an overdraft to your account or increase your overdraft limit, you can request this via Online Banking. Further information on this can be found in our FAQs
- Credit card support: From 31 March until 6 July, we’ll automatically remove fees for late payments and cash advances on our credit cards. More details can be found 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.
Tip 2 - Contact us via our online chat or on social media
So that we can support those customers most in need, we ask you to use our online chat and social media in the first instance.
To use our online chat, simply select ‘Chat with us’ on the right of your page and post your question. Alternatively, our team are ready to help you on Facebook or Twitter.
For those who urgently need help, please call our helpline on 0800 01 56 382. Please only use this number if you need emergency support to allow those who really need the help to receive it. Lines are open Monday-Friday 9am-5pm and Saturday 9am-4pm.
If you’re a Santander Business customer, you can speak to your local Relationship Manager.
Whilst we are doing everything we can to keep as many branches open as possible, to protect both our staff and customers, please only visit an open branch if you’re unable to find a solution through any of the above.
Tip 3 – Make sure you’re registered for Online Banking and download our mobile app
Online Banking and the mobile app are the simplest ways you can securely manage your money. If you’re not already signed up:
Personal customers: sign up
Business customers: sign up
Using Online Banking and Mobile Banking means you can check your balance, make payments and much more from your smartphone, computer, tablet or other device, without having to leave your home
Tip 4 – Know your log on details so that you can get into the mobile app or Online Banking if you’re already signed up
Your log on details are the same for the mobile app as they are for Online Banking. If you’ve forgotten them you should be able to retrieve them in a few simple steps for both personal and business accounts.
Tip 5 – Make sure we have the right contact details for you
It’s really important at the moment that we have the right details to contact you if we need to. We might need to be 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 6 – Supporting Vulnerable Customers
If you’re unable to leave the house at the moment, you might need to access money to pay a volunteer, family member or someone else who has helped you with shopping. Importantly, you shouldn’t share your bank cards or PINs. Instead, we have a range of secure options to help manage your money both safely and securely:
Online or Mobile Banking:
- Online: you can send a payment, which will normally be received the same day, by adding a new payee to your existing list.
- PayM: a secure mobile to mobile service, where you can transfer up to £250 per day using just a mobile number
- We can help you with making new payments to third parties and we can take your instructions over the phone. Please only call us if you can’t do this online so we can keep the lines clearer for those customers most in need.
- If you have a cheque book with your account, cheques offer flexible ways to pay companies and people without the need for cash.
Tip 7 – 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 8 – Keep an eye on our service status
To find the status of each of our services, such as Mobile Banking, Online Banking and cash machines, take a look at our service status page.
To see the latest opening hours and other relevant information on your local branch, check out our branch locator. In order to protect both our staff and customers and comply with Government advice, please only visit an open branch if absolutely necessary and you’re unable to resolve an urgent issue either online or over the phone.
Please note, no branches will be open on weekends. Our university branches are also temporarily closing to allow staff to support other branches in their region. All other branches will be reducing their hours to 10am – 2pm weekdays, with the exception of Gateshead Metro which will be open 10.30am – 2pm.
Tip 9– Use contactless and mobile payments
Our debit and credit cards are contactless, so you should be able to use a contactless payment device in most shops, which means you don't always have to touch the payment terminal or exchange cash, helping you to stay safe.
Simply tap your card on the device. Payment amounts are limited to £30, starting to change to £45 from April. Find out more about contactless
You can also link most Santander debit cards and credit cards to your smartphone or device to make mobile payments, this means you can make secure, cashless payments. Find out more about mobile payments
Tip 10– Stay alert
Unfortunately, fraudsters may try 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 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