When you use Telephone Banking, we need to check it's you. We have a number of ways to do it, whether you want to speak to us or use our automated service. 

Our UK-based team is available 7 days a week. 

Now your voice can be your password
You can now use just your voice to access Telephone Banking with Voice ID. Simply set it up and you’ll no longer need to remember your Security Number or Telephone Banking number.

We've created a short video on how to set up your voiceprint and you can learn more below.

 

If you need help with using Telephone Banking please contact us

  • get answers to any queries you might have about your accounts
  • transfer money
  • check your balance
  • order a statement
  • set up or cancel standing orders and Direct Debits
  • order a new card or PIN
  • pay bills

What is Voice ID?
Voice ID is simply using your voice as your password when calling our contact centres, rather than having to remember your Security Number or Telephone Banking number. Voice ID analyses voice characteristics such as how you pronounce words and your accent. It can identify you even if you have a cold and it can help us to detect if someone is impersonating you or playing a recording of you.

Easy access: for most transactions, all you need is your voice which means you don’t have to provide log on details.

Fast: connecting to Telephone Banking is quicker once you've registered your voice.

Secure: your voiceprint is not saved in audio form. It's encrypted which means it can't be used in any other format.

How does it work?
When registering we’ll ask you if you'd like to create a voiceprint. You’ll create it by saying ‘at Santander my voice is my password’ up to 5 times. Make sure you're in a quiet place so that your voice can be clearly heard, then the next time you call simply say the phrase when prompted and you'll be able to get into Telephone Banking with your voice.

Registering by phone
Step 1 -
Visit our contact us page and call in using the phone number in the tile at the bottom of the contact us page, preferably from a mobile number registered on your account as we use the telephone number you’re calling from to identify you.

Step 2 - When asked what you’re phoning for today, simply say ‘Voice ID’.

Step 3 - Using your Security Number or Telephone Banking number, follow the instructions to set up your voice as your password. You’ll be asked to say a phrase 3 times – it usually takes less than a minute to complete.

If you don’t have a Security Number or Telephone Banking number credentials, speak to one of our advisers who will be happy to help.

Registering in a branch
Speak to a member of our branch team and they’ll be happy to help register you.

Protect yourself 
You can keep up to date with the latest fraud and scam trends and find useful information on how to protect yourself against these on our fraud page

What is Phone ID?
We use the telephone number you’re calling from to identify you, so you don’t need to put in your Personal ID or card number. 

This means that when you call us you’ll only need to confirm your Telephone Banking number or Security Number, typically just 5 digits. Or you can use Voice ID if you’ve registered.

How does it work? 
You’ll be automatically registered for phone ID if we have a unique contact number for you, preferably a mobile number.
 
Security 

  • Your phone number is unique to you so it’s a secure way of identifying you. 
  • We don’t use telephone numbers which multiple people can use (i.e. shared landline numbers).  If a landline is unique to you it can be used.
  • We’ll always ask for additional information to verify you. That way if your phone gets stolen, your money stays secure.

What if it doesn’t work?
If we can’t identify you from your phone number we’ll ask you to confirm your Personal ID or card number. If you’ve forgotten your Telephone Banking number or Security Number you may be able to reset them or if you need more help you can contact us

Protect yourself 
You can keep up to date with the latest fraud and scam trends and find useful information on how to protect yourself against these on our fraud page

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