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Changes to Santander Credit Cards

Credit Card Account Changes

From 13 January 2018 a number of changes to the law and regulation took place which have impacted some of the services on your account. These allow you access to further services and help you better manage your account. Your Terms and Conditions were changed to reflect these from 13th January 2018. We’ve also made some changes to improve the services we offer and to make the terms clearer for you.

Credit limit increases
From August 2018 we’ll be giving you greater control over how you receive offers of credit limit increases. You may be able to choose to have credit limit increases applied automatically or only if you tell us you want them to apply. We will always tell you before we increase your credit limit (with at least 30 days’ notice).

Credit limit increases and decreases can also be notified to you via the document store in Online Banking.

Balance Transfers
We’ve clarified that Balance Transfers are allowed to personal current accounts or savings accounts you hold with us or another bank, and that they can’t be used to pay off amounts you owe on any other card issued by a Santander Group company. We will contact you with further details if this is available to you.

Balance Transfers made on a business day before the cut-off time will reach the receiving bank on or before the next business day. If you make the request after this or on a non-business day, it will be received on the business day after that.
If you instruct us to make a Balance Transfer when you open your account, we’ll treat the instruction as having been made on either:

  1. the date your application is accepted (for applications made via branch or telephone); or 
  2. the date your card is activated( for applications made online or mobile).

We’ve also set out your rights if a Balance Transfer goes wrong.

  • Where it is our mistake, we’ll restore your account to the state it would have been had the payment not been made. You can also ask us to contact the receiving bank and ask them to credit the Balance Transfer as if it had been received on the correct date.
  • Where you have given us incorrect details, we’ll use reasonable steps to recover the amount and are entitled to charge you a reasonable sum for doing this. 

Summary of the changes (pdf)

Changes to your agreement
We’ve clarified when and how we can make changes to the Credit Card Agreement Terms and Conditions (including interest and fees). We can make changes to:

  1.  take account of an actual, or reasonably expected, change in the interest rates we have to pay for example as a result of a change to the Bank of England Base Rate;
  2. reflect an actual, or reasonably expected, change in our underlying costs or in law or regulation or to our way of doing business, including the introduction of new technology; or
  3. reflect any other actual or reasonably expected change that affects us if it is reasonable for us to pass the impact of the change on to you.

Any change we make will not be more than is reasonably proportionate to the impact of the underlying change on us. We won’t make changes to cover the same cost twice.
As your credit card has no fixed end date and you can end the agreement at any time, we may also change fees and charges (including removing or adding fees or charges) and other terms at any time.

Changes to your agreement can be notified to you by either post, email, your statement, or via the document store in Online Banking.

Copies of your agreement
We’ve added a clause that states you can request a copy of your agreement at any time while it is active.

Summary of the changes (pdf)





You can give permission to certain third party providers (TPPs), authorised by the FCA or other European regulators, who you may choose to allow to access your account information and make Balance Transfers from your account. You can instruct a TPP to tell us to make a Balance Transfer on your behalf and we will treat any instruction from a TPP as if it was from you. You can’t stop a Balance Transfer once you have authorised a TPP to make it.

You should check with any TPP you allow to access your account that they are authorised to carry out the services they are offering.

You can instruct a TPP to obtain and hold data about your account. Once a TPP has your authorisation and obtained your data, they will be responsible for the security of this data. We may refuse to give access to a TPP, for example, if we believe there is a risk of fraud.

Summary of the changes (pdf)

Find out more about third party providers

We’ve clarified that where you use Online Banking, we may make your statements available to you via the document store unless you have told us you would prefer them by post. You’ll receive an email from us when your statement is ready to view.

This won't affect any existing choices you’ve made on how you receive your statements.

Allocation of payments
We’ve made it clear that if you want to pay off a recent transaction, you must first pay off the balance on your statement. Because payments are applied first against transactions already shown on the statement, if you want to pay off a recent transaction (for example a Cash Transaction) you would first need to pay off the balance on your statement.

We’ve clarified that any refund will be treated as a payment towards your account balance. This means it may not pay off the specific transaction to which it related.

Summary of the changes (pdf)


Your information
Our terms will be updated to reflect that you give consent to us using your data to provide payment services to you. You can withdraw this consent, but if you do, we will stop providing payment services to you and may still use your data where we have lawful grounds to do so.

Certain terms relating to the use of your data have been deleted as these are already covered in the Data Protection Statement.

We’ve clarified that in order to detect fraud, we may use information (i.e. location data) we hold about devices you use, such as mobiles or tablets.

We’ve clarified that we can share your data with any new provider of your insurance benefits if you have PPI on your account.

Limiting your use of the account
We’ve clarified that unless doing so would compromise our reasonable security measures or otherwise be unlawful, we’ll tell you about our reasons for not carrying out a transaction.

We’ve also clarified that we won’t charge you for giving this explanation.

Cash limit
We’ve simplified the clause on our ability to set limits on cash transactions as cash limits are covered elsewhere in the agreement.

Using your card on a mobile device
The definition of ’Card’ has been changed so it includes where your card details have been loaded onto a mobile device.

We’ve also amended the terms on how your card is used to authorise payments, to make it clear that you can make payments from a mobile device i.e. your phone on which your card details have been loaded.

Account alerts
If you’ve provided us with your mobile phone number or email address, we’ll register you for our free account alerts service so that we can send you messages to notify you of certain activity on your account. We’ll use the most recent contact details we hold for you. Where the messages are not a regulatory requirement we’ll give you the option to opt-out.

Other changes
As well as updating your terms there are two other changes that we’d like to make you aware of:

A new SMS and/or email alert will be automatically sent to you when you get close to your credit limit.

If you’re an Online Banking customer we’ll be updating your Online Banking Terms and Conditions to make them clearer for you. There are no changes to how you manage your account online and updated Terms and Conditions will be available from 13 November 2017. You can log on to Online Banking to see a copy.

What to do next
If you have any questions or there is anything you don’t understand please visit your local branch or call us on 0800 9 123 123. We’re available Monday to Saturday 7am to 9pm and Sunday 8am to 9pm. We may record and monitor calls to help us with training and security.

Ring-fencing: changes to the structure of the Santander Group
We want to make you aware of some changes to the structure of the Santander Group. 

The largest UK banking groups, including Santander UK, have to comply with new requirements to ring-fence their retail activities (like current accounts, savings accounts and payments). This means that we will be separating our more complex wholesale banking activity from our retail banking activity by 1 January 2019.

You do not need to take any action. Your account will not be affected by these changes and your account details will stay the same.
Please visit for more information on our ring-fencing plans, including details of our ring-fencing transfer scheme and advice on how you can protect yourself from fraud and scams.

Summary of the changes (pdf)


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