Money worries

We’re here to help

If you’re having problems with making repayments and feel you’re falling behind we’ll do our best to help you get back on track. Get in touch with us and our trained financial care specialists will discuss your options with you. 

If you’re looking for general support then take a look at our if finances are a struggle page for more information.

What to expect…

We understand talking about your finances isn’t easy. We know some customers have medical or personal situations impacting their ability to manage their finances too. That’s why our financial care specialists are here to help. They’ll work with you to set up a repayment plan tailored to your needs so you can get your finances back on track.

The more you can share about your situation, the more we can do to help.

When should I contact you?

  • If you’re experiencing money problems, it’s best to let us know straightaway. Don’t wait until you’ve missed a payment or your account is overdrawn. But if you don’t speak to us, we’ll try to contact you by calls, letters, emails and texts. We might add interest and charges to your account too, so you’d need to pay back more money. 

What can Santander do for me?

Once we’ve completed a budget planner with you, there will be many options which may include:

  • Repayment plan – overpaying to repay your missed payments or unarranged overdraft balance.
  • Reduced repayment plan – a short-term plan reducing the amount you need to pay each month to something you can afford. When this plan ends, we set up a repayment plan to pay back what wasn’t paid.
  • Breathing space – 30 days to get free advice or explore debt solutions with a third party.
  • Paydown – if there’s no agreement on the best solution, you can make affordable payments to your account. 

If you go ahead with the repayment arrangement we discuss, it’ll show on your credit file.

Will my credit file be affected?

  • Simply speaking to us won’t impact your credit file. Your credit file is a record of how you borrow, manage and repay money. This covers anything from a mortgage to a mobile phone contract. Lenders will use this information to decide if you’re able to borrow money and how much it’ll cost.
  • If you miss a payment, we’ll report it to the credit referencing agencies. This will impact your credit file. But if you get in contact with us, we can help find an affordable solution for you, reducing the impact on your credit file. 
  • There are free apps to help you improve your credit score like Clearscore and Credit Karma. You can see more information and tips on improving your credit score on our what is a credit score page.

What do I need to do before I call?

  • It would be great if you could have your income details and a breakdown of your average weekly or monthly spending. We may need to know about other debts and other financial commitments. We’ll need this to help make sure any solution is affordable to you.

Is there any help outside Santander?

  • We know you might like to seek independent advice before contacting us. This might help if you’re struggling with payments to multiple lenders. We’ve got a page with some independent support available.

What if I don’t speak to you or bring my account up to date?

  • For credit cards or overdrafts: we could remove your limit. We might stop you spending on your account. If your account stays overdue, we could issue you a default notice and close your account. If we do, we might pass your account to a debt collection agency to manage your account.
  • For mortgages: we might pass your account to our solicitors to begin litigation. This can result in the property being repossessed.

Ways to get in touch

Chat with us online

The quickest and easiest way to get in touch is by clicking on ‘Chat with us’ when you’re in our Mobile Banking app, or when you’re logged on to Online Banking.

Once you’ve selected to chat, type ‘financial support’ and answer a couple of questions to get started. Depending on your answers we’ll then connect you to one of our financial care specialists.

Log on now  Get the app

Call us

Take a look at the numbers below to call depending on what account you have with us


For more information about the Mortgage Charter and how we can help, please visit our dedicated mortgage support page.

Call us on 0800 085 1226 

View our opening hours

Current accounts

If you are struggling to pay your overdraft, please visit our ‘If finances are a struggle' webpage for further help and support.

Call us on 0800 587 1122 

View our opening hours

Credit cards 

There’s also some ways to help you pay off any credit card debt on the PayPlan website, so take a look

Call us on 0800 389 6655 

View our opening hours

Personal loans 

You may want to consider consolidating your debt, especially if you have multiple loans. Learn more

Call us on 0800 678 3322 

View our opening hours

Interest-only mortgages

More information for interest only mortgage customers can be found on our 'if you have an interest only mortgage' webpage

Call us on 0800 731 6650 

View our opening hours

Business Banking

Take a look at some tools and resources to help you with any rising cost challenges your business may be facing right now.  Or take a look at information about repaying your Bounce Back Loan


View our opening hours and number to call

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