Service quality information
The Financial Conduct Authority requires us to publish the following information about our personal current accounts:
- How to get help and support
- How to carry out common tasks
- Information about our incidents
- Information about our complaints
- Pricing information about personal current account overdrafts
- What you’ll need to open a current account
- How to open a current account
- Account opening information
- Replacing a lost, stolen or stopped debit card
How to get help and support
How and when you can contact us to ask about the following things:
| 24 hour help? | Telephone | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | 0330 9 123 123
| www.santander.co.uk | Download our mobile app here | |
| Checking the balance and transactions | No | 8am-6pm | Not possible2 | Not possible3 |
| Sending money within the UK, including setting up a standing order | No | 8am-6pm | Not possible2 | Not possible3 |
| Sending money outside the UK | No | 8am-6pm | Not possible2 | Not possible3 |
| Paying in a cheque | No | 8am-6pm | Not possible2 | Download our mobile app here |
| Cancelling a cheque | No | 8am-6pm | Not possible2 | Not possible3 |
| Cash withdrawal in a foreign currency outside the UK | No | 8am-6pm | Not possible2 | Not possible3 |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | 8am-6pm | Not possible2 | Not possible3 |
| A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number | No | 8am-6pm | Not possible2 | Not possible3 |
| Third party access to an account, for example under a power of attorney | No | All enquiries: 8am to 7pm Mon-Fri | Not possible2 | Not possible3 |
| Problems using internet banking or mobile banking | No | All enquiries: 8am to 8pm Mon-Fri | Not possible2 | Not possible3 |
| Reporting a suspected fraudulent incident or transaction | Yes | 0330 9 123 123 or 0800 313 4321 (freephone) Available 24 hours every day | Not possible2 | Not possible3 |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 8am-6pm | Not possible2 | Not possible3 |
| Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | No | 8am-6pm | Not possible2 | Not possible3 |
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account or queries you can raise in one of our branches.
¹Bank holiday 8am to 5pm
Closed Easter Sunday & Christmas Day
²You can get in touch with us through Online Banking. Just log on and click ‘Help’ then ‘Contact us’. Or click ‘Chat with us’ and enter your question to help you get the answer you need.
3You can get in touch with us by logging on to Mobile Banking. Then go to ‘More’, ‘Help and contact us’, then ‘Contact us’. Or click ‘Chat with us’ and enter your question to help you get the answer you need.
How to carry out common tasks
How and when you can use your bank account to do the following things:
| Telephone banking | Internet banking | Mobile banking | |
|---|---|---|---|
| Checking the balance | 0330 9 123 123 Available 24 hours every day | Available 24 hours every day | Download our mobile app5 here Available 24 hours every day |
| Accessing a transaction history1 | Not possible3 | Available 24 hours every day | Download our mobile app5 here Available 24 hours every day |
| Sending money within the UK2 | Not possible4 | Available 24 hours every day | Download our mobile app5 here Available 24 hours every day |
| Setting up a standing order | Not possible | Available 24 hours every day | Download our mobile app5 here Available 24 hours every day |
| Sending money outside the UK | Not possible | Available 24 hours every day | Not possible |
| Paying in a cheque | Not possible | Not possible | Download our mobile app here Available 24 hours every day |
| Cancelling a cheque | Not possible | Not possible | Not possible |
Note: This is a list of common queries. It does not represent the full list of actions you can raise in relation to your account or actions you can take in one of our branches.
1required for at least the previous 90 days
2able to send money to new and existing payees
3Only available for last 10 transactions
4Only available for existing payees
5Only available on iOS & Android
Information about our incidents
Information about operational and security incidents.
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
| In the 3 months between 1 October 2023 and 31st December 2023 | In the 12 months between 1 January 2023 and 31st December 2023 | |
|---|---|---|
| Total number of incidents reported1 | 9 | 21 |
| Incidents affecting telephone banking | 0 | 2 |
| Incidents affecting mobile banking | 2 | 4 |
| Incidents affecting internet banking | 3 | 9 |
¹the numbers shown are the total number of incidents reported by Santander UK and include cahoot, Santander personal current accounts and Santander business current accounts.
Important notes on incidents preventing our customers from using our payment services:
The ‘number of incidents reported’ can include incidents that didn’t impact any of our servicing channels (Telephone, Mobile, Internet Banking) and didn’t prevent customers from using our payment services.
An incident that impacts more than one part of our business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the ‘number of incidents reported’, meaning the total number of incidents reported to the FCA may differ to the sum of the incidents impacting our servicing channels (Telephone, Mobile, Internet Banking).
Information about our complaints
| Complaints data |
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available here |
| The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/ |
Pricing information about personal current account overdrafts
What is the interest rate being charged on our products?
| Product | Annual interest rate payable for arranged overdrafts on 31 December 2023 | Annual interest rate payable for unarranged overdrafts on 31 December 2023 | Refused payment fee on 31 December 2023 |
|---|---|---|---|
| Santander Edge Up current account | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Santander Edge current account | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Everyday Current Account | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Private Current Account (v2) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| 1|2|3 Student Current Account* | 0% EAR (variable) | 0% EAR (variable) | £0 |
| 1|2|3 Current Account (not on sale) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| 1|2|3 Graduate Current Account (not on sale)* | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| 1|2|3 Lite Current Account (not on sale) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Choice Current Account (not on sale) | 29.94% EAR (variable) | 0% EAR (variable) | £0 |
| Over 18 Cash Card Current Account (not on sale) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Select Current Account (not on sale) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Private Current Account (not on sale) | 39.94% EAR (variable) | 0% EAR (variable) | £0 |
| Zero Current Account (not on sale) | 18.90% EAR (variable) | 0% EAR (variable) | £0 |
*From early 2024, our 1|2|3 Student Current Account will be renamed to Santander Edge Student current account. And the 1|2|3 Graduate Current Account will change to Santander Edge Grad current account.
How do our overdrafts compare?
A good way to compare the cost of our overdrafts with overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year. Information about overdraft pricing in the period between 1 October 2023 and 31 December 2023.
| Product | Range of Advertised APRs during the quarter |
|---|---|
| Santander Edge Up current account | 39.94% APR (variable) |
| Santander Edge current account | 39.94% APR (variable) |
| Everyday Current Account | 39.94% APR (variable) |
| Private Current Account (v2) | 39.94% APR (variable) |
| 1|2|3 Student Current Account* | 0% APR (variable) |
| 1|2|3 Current Account (not on sale) | 39.94% APR (variable) |
| 1|2|3 Graduate Current Account (not on sale)* | 5.97% APR (variable) |
| 1|2|3 Lite Current Account (not on sale) | 39.94% APR (variable) |
| Choice Current Account (not on sale) | 29.94% APR (variable) |
| Over 18 Cash Card Current Account (not on sale) | 39.94% APR (variable) |
| Select Current Account (not on sale) | 27.06% APR (variable) |
| Private Current Account (not on sale) | 27.06% APR (variable) |
| Zero Current Account (not on sale) | 18.90% APR (variable) |
*From early 2024, our 1|2|3 Student Current Account will be renamed to Santander Edge Student current account. And the 1|2|3 Graduate Current Account will change to Santander Edge Grad current account.
What you'll need to open a current account
Learn about opening an account with us including what information and documents you'll need.
How to open a current account
Information about how to open an account
To open any of our accounts, a new customer will need to provide us with the document and information set out here
We may request additional information or documents in individual cases.
You can open an account:
| without visiting a branch | Yes |
|---|---|
| where a visit to a branch is required, without an appointment | In some cases¹ |
| by sending us documents and information electronically | In some cases² |
| by post | No³ |
1You can pop in but it's best to book an appointment first by calling 0330 9 123 123
2Some accounts can only be opened in branch
3Available for customers with additional needs only
Account opening information
| How quickly do we open personal current accounts? | We give customers an account number and enable them to start paying into the account:
These figures are based on the time taken from receiving all the information and documents we ask for, in cases where we don't need any further information or documents to open the account. |
|---|---|
| How quickly do we give customers a debit card? | Once an account is open, we give customers a debit card:
|
| How quickly do customers get internet banking? | Once an account is open, customers have internet banking:
|
| How quickly is an overdraft available? | Once an account is open, the overdraft is available:
|
Replacing a lost, stolen or stopped debit card
| How quickly do we replace debit cards which have been lost, stolen or stopped? |
We replace debit cards:
|