Get an instant answer to your question by viewing frequently asked questions about our products and services.
If you’ve just lost or forgotten your ID you can retrieve it instantly online. Click on ‘Forgotten your log on details?’ from the Log on screen.
To reset your log on details, call 0800 731 6666. We're open 8am to 9pm Monday to Friday and 8am to 2pm on Saturday. We'll confirm your identity, then send new security details to your registered home address.
If you're having technical problems, call our Online Banking Helpdesk on 0800 169 6677, or +44 1908 238 013 if you’re outside the UK. We're open 8am to 9pm Monday to Friday and 8am to 2pm on Saturday.
If you have a joint account you can only change your own name or address within Online Banking. If both names or addresses need to be changed, both account holders must log on to their own Online Banking and change their own details. Log on and update your details instantly from within the "My Details & Settings" tab.
Choose 'Change personal details' from the left hand menu and then click 'Change address‘.
Enter your new details (including postcode) and follow the onscreen instructions.
Please note: You will need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand.
If you receive an email that asks for your personal security details, forward it to email@example.com
If someone may already have your personal security details
Call our Online Banking Helpdesk on 0800 169 6677, or +44 1908 238 013 if you’re outside the UK. We’re open 8am to 9pm Monday to Friday and 8am to 2pm on Saturday.
To help you spot suspicious emails, we always write our emails in a certain way:
We'll address you personally – not with Dear customer or with your email address
We include the last 3 digits of your postcode above the Santander logo
We never ask for confidential information – either in the email or by linking to a page that needs this information