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 and when you can contact us to ask about the following things:

 24 hour help?TelephoneInternet bankingMobile banking
Contact details 

All enquiries:
0800 9 123 123

8am to 8pm
Mon to Fri

8am to 6pm
Sat & Sun1

www.santander.co.ukDownload our mobile app here
Checking the balance and transactionsNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2Not possible3
Sending money within the UK, including setting up a standing order No

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2Not possible3
Sending money outside the UKNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2  Not possible3
Paying in a chequeNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2 Not possible3
Cancelling a chequeNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2 Not possible3
Cash withdrawal in a foreign currency outside the UKNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

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 fundsNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2Not possible3
A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card numberNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun¹

Not possible2Not possible3
Third party access to an account, for example under a power of attorneyNo

All enquiries:
0800 414 8414

8am to 7pm Mon-Fri
9am to 2pm Saturday

Not possible2Not possible3
Problems using internet banking or mobile bankingNo

All enquiries:
0800 9 179 170

8am to 8pm Mon-Fri
8am to 6pm sat
9am to 6pm Sun¹

Not possibleNot possible3
Reporting a suspected fraudulent incident or transactionYes

0800 9 123 123

Available 24 hours every day

Not possible2Not possible3
Progress following an account suspension or card cancellation, e.g. following a fraud incidentNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun1

Not possible2Not 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 availableNo

All enquiries:
0800 9 123 123

8am to 8pm Mon-Fri
8am to 6pm Sat-Sun1

Not possible2Not 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.

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How to carry out common tasks

How and when you can use your bank account to do the following things:

 Telephone bankingInternet bankingMobile banking
Checking the balance

0800 9 123 123

Available 24 hours every day

www.santander.co.uk

Available 24 hours every day

Download our mobile apphere

Available 24 hours every day

Accessing a transaction history1Not possible3

www.santander.co.uk

Available 24 hours every day

Download our mobile apphere

Available 24 hours every day

Sending money within the UK2Not possible4

www.santander.co.uk

Available 24 hours every day

Download our mobile apphere

Available 24 hours every day

Setting up a standing orderNot possible

www.santander.co.uk

Available 24 hours every day

Download our mobile apphere

Available 24 hours every day

Sending money outside the UKNot possible

www.santander.co.uk

Available 24 hours every day

Not possible
Paying in a chequeNot possibleNot possibleNot possible
Cancelling a chequeNot possibleNot possibleNot 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

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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 April 2020 and 30 June 2020In the 12 months between 1 July 2019 and 30 June 2020
Total number of incidents reported1312
Incidents affecting telephone banking02
Incidents affecting mobile banking16
Incidents affecting internet banking04

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).

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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/

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Pricing information about personal current account overdrafts

What is the interest rate being charged on our products?

ProductAnnual interest rate payable for arranged overdrafts on 30 June 2020Annual interest rate payable for unarranged overdrafts on 30 June 2020Refused payment fee on 30 June 2020
1|2|3 Current Account19.90% EAR (variable)0% EAR (variable)£0
1|2|3 Graduate Current Account (not on sale)0% EAR (variable)0% EAR (variable)£0
1|2|3 Lite Current Account19.90% EAR (variable)0% EAR (variable)£0
1|2|3 Student Current Account0% EAR (variable)0% EAR (variable)£0
Choice Current Account19.90% EAR (variable)0% EAR (variable)£0
Everyday Current Account19.90% EAR (variable)0% EAR (variable)£0
Over 18 Cash Card Current Account (not on sale)19.90% EAR (variable)0% EAR (variable)£0
Select Current Account19.90% EAR (variable)0% EAR (variable)£0
Zero Current Account (not on sale)18.90% EAR (variable)0% EAR (variable)£0

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 6 April 2020 and 30 June 2020.

ProductAdvertised APRs during this period
1|2|3 Current Account39.94% APR (variable)
1|2|3 Graduate Current Account (not on sale)0% APR (variable)
1|2|3 Lite Current Account 39.94% APR (variable)
1|2|3 Student Current Account0% APR (variable)
Choice Current Account33.55% APR (variable)
Everyday Current Account39.94% APR (variable)
Over 18 Cash Card Current Account (not on sale)39.94% APR (variable)
Select Current Account28.33% APR (variable)
Zero Current Account (not on sale)18.90% APR (variable)

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What you'll need to open a current account

Learn about opening an account with us including what information and documents you'll need.

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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 branchYes
where a visit to a branch is required, without an appointmentIn some cases¹
by sending us documents and information electronicallyIn some cases²
by postNo³

1You can pop in but it's best to book an appointment first by calling 0800 068 6699

2Some accounts can only be opened in branch

3Available for customers with additional needs only

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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:

  • the same day, for 66% of customers;
  • on average, in 1 day; and
  • within 9 days for 99% of customers.

These figures are based on the time taken from receiving all the information and documents we ask for here, in a case 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:

  • the same day, for 0% of customers;
  • on average, in 7 days; and
  • within 7 days for 99% of customers.
How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 0% of customers;
  • on average, in 7 days; and
  • within 9 days for 99% of customers.
How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 99% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.

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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:

  • the same day, for 0% of customers;
  • on average, in 5 days; and
  • within 5 days for 99% of customers.
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