We understand that Thomas Cook plc has ceased trading.
- If you need to make a claim on a future booking, and you are protected by ABTA or ATOL, you will need to make your claim through thomascook.caa.co.uk, when this becomes available.
- We are aware ATOL are due to confirm their claims process by 30 September.
Where can I go for information?
If you’re currently abroad and need help, or if you think you’re affected by this news, please regularly check the following websites for more information:
- Thomas Cook www.thomascook.com
- ABTA (Association of British Travel Agents) www.abta.com
- ATOL (Air Travel Organiser’s Licence) www.caa.co.uk/home
These websites are being constantly updated, so please check regularly.
If you’ve been affected by the news and need to raise a debit or credit card claim
- If you need to make a claim, please raise your claim through ABTA and ATOL in the first instance. If your flight or holiday is ATOL protected, you should have received an ATOL Certificate as soon as you made any payment towards the booking, either by e-mail or by post as part of your booking confirmation. For further detail on making a claim please visit thomascook.caa.co.uk.
- If your booking is not protected by ABTA and ATOL and you need to make a claim with Santander, please complete, print and sign our claim form. Please read the form carefully and complete it as fully as possible. Send it back to us, remembering to include any supporting documentation. Once we receive your form, we’ll raise a claim for you. Please remember, raising a claim does not always result in funds being returned to you.
Direct Debit payments
- Thomas Cook customers who paid by Direct Debit will be fully reimbursed under the ATOL protection scheme, even where only some of the payments have been made.
- The Direct Debit Guarantee only covers refunds in the event of an error in the collection of a Direct Debit. It does not cover insolvency of the company collecting Direct Debits.
- Direct Debits scheduled for collection on Monday 23 September will be collected and reimbursed to you immediately.
- Direct Debits scheduled for collection on or after 24 September will not be processed.
Flight only bookings
If you’ve booked via a 3rd party and your flights are with Thomas Cook, please check with your booking agent first as they may be able to provide alternative arrangements. If you’ve already done this and you still need to raise a claim, please continue reading the information below.
Guidance for completing our claim form
This form must only be used for payments made on your Santander debit or credit card. If you’ve also made payments using a debit or credit card from another provider, you’ll need to speak to them directly.
The claim form
- The form has editable fields, which means you can type in your information before you print it off.
- If completing the form by hand, please use black ink.
- Please complete all fields as fully as possible, to reduce delays in processing your claim.
- If you need to provide more information, please use a separate piece of paper.
- Please only submit the payments made with the same card on one form. If you’ve used more than one Santander card to make payments, please complete a separate form for each card.
- When sending supporting documentation, where possible please send in black and white and keep the originals for your own records
- Please avoid stapling your documents together or attaching them to the claim form.
Returning your form
Please post your form, along with any documentation to:
PO Box 1050
Many people face financial worries at some point in their lives. Getting help and advice sooner rather than later is important and can help make sure the problem doesn't get any worse. We're committed to treating our customers fairly when they're having difficulties, and we'll do our best to help you if you think you might be having financial problems.
You’ll find more information about how we, and others, may be able to help if you have money worries
It’s important you keep your personal, security and card information safe and secure as criminals may target you or your accounts. They may contact you pretending to be Santander, the police or another organisation and use this information to convince you they’re genuine. Take five to check that you’re speaking to a genuine person, by calling us directly using the number on our website before discussing any details about your account, card or case.
Criminals will sometimes use a tactic called ‘number spoofing’ where they make it look as if their telephone number, email or text is from your bank (or other organisation) – they can even make them appear in the same thread alongside genuine messages. They may ask you to make a payment or share your security details, such as Online Banking passwords or One Time Passcodes (OTPs). These must never be shared with anyone, even if they say they’re from Santander.