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?

Telephone

Internet banking

Mobile banking

Contact details

All enquiries:
0800 9 123 123

7am to 9pm
Mon to Sat

8am to 9pm
Sun1

www.santander.co.uk

Download our mobile app here

Checking the balance and transactions

No

All enquiries:
0800 9 123 123

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

Not possible2

Not 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 possible2

Not possible3

Sending money outside the UK  

No

All enquiries:
0800 9 123 123

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

Not possible2  

Not possible3

Paying in a cheque     

No 

All enquiries:
0800 9 123 123

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

Not possible2    

Not possible3 

Cancelling a cheque

No

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 UK

No

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 funds

No

All enquiries:
0800 9 123 123

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

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

All enquiries:
0800 9 123 123

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

Not possible2

 

Not possible3

Third party access to an account, for example under a power of attorney

No

All enquiries:
0800 414 8414

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

Not possible2    

 

Not possible3

Problems using internet banking or mobile banking

No

All enquiries:
0800 9 179 170

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

Not possible   

Not possible3

Reporting a suspected fraudulent incident or transaction  

Yes  

0800 9 123 123

Available 24 hours every day

Not possible2  

Not possible3

Progress following an account suspension or card cancellation, e.g. following a fraud incident

No

All enquiries:
0800 9 123 123

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

Not possible   

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 

All enquiries:
0800 9 123 123

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

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 holidays 8am to 8pm and closed Christmas Day and Easter Sunday

²Webchat for internet banking is not available at this time but you can send us a Secure Message through our Online Banking or contact us on the number above within the hours specified.

³Live chat for Mobile Banking isn’t available at this time but you can contact us on the number above within the hours specified.

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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 banking 
 

Internet banking

Mobile 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 app5here

Available 24 hours every day

Accessing a transaction history-

 

Not possible3

www.santander.co.uk

Available 24 hours every day

Download our mobile app5here

Available 24 hours every day

Sending money within the UK2

Not possible4

www.santander.co.uk

Available 24 hours every day

Download our mobile app5here

Available 24 hours every day

Setting up a standing order

Not possible

www.santander.co.uk

Available 24 hours every day

Download our mobile app5here

Available 24 hours every day

Sending money outside the UK

Not possible

www.santander.co.uk/

Available 24 hours every day

Not possible

Paying in a cheque

Not possible

Not possible

Not possible

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

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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 2019 and 30 June 2019

 In the 12 months between 1 July 2018 and 30 June 2019

Total number of incidents reported1

4

21

Incidents affecting telephone banking 

4

19

Incidents affecting mobile banking 

4

15

Incidents affecting internet banking

4

15

1The numbers shown are the total number of incidents reported by Santander UK

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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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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 7am to 9pm and closed Christmas Day.

2Webchat for internet banking is not available at this time but you can send us a Secure Message through our Online Banking service or contact us on the number above within the hours specified.

3Live chat for Mobile Banking is not available at this time but you can contact us on the number above within the hours specified.

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What you'll need to open a current account

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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 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 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 78% of customers;
  • on average, in 1 day; and
  • within 8 days for 99% of customers.1


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.1

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 100% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.1

1 This is the length of time that 99% of our customers had their account opened/ received their debit card/ got internet banking/ received an overdraft.

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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 4 days; and
  • within 5 days for 99% of customers.¹

1 This is the length of time that 99% of our customers received their debit card. 

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