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Current accounts frequently asked questions

Answers to your questions

Answers to your questions about current accounts

Get an instant answer to your question by viewing frequently asked questions about current accounts.

  • From 2 April, we no longer accept cash deposits at our branch counters from anyone not named on the account. The change applies to all of our personal banking and savings accounts.

     

    If a third party wants to make a cash deposit and has a Santander account
    They can deposit the cash into their own Santander account - then transfer the funds in to your account in any branch or using Online or Mobile Banking.

     

    It’s quick, easy and very secure.

     

    If the third party wants to make a deposit and hasn’t got a Santander account
    If they have cash they can take it to their own bank or building society and deposit it into their own account - they can then transfer the funds to your account using Faster Payments.

     

    We can still accept cheque deposits into any Santander account at our branch counters.

     

  • Call us immediately on 0800 9 123 123 so we can put a stop on your debit card. Lines are open 24 hours a day, 7 days a week.

    If you're abroad dial +44 1908 237 963.

    View call charges

  • If you're not sure about the details of a transaction on your account, for example the date, amount or company name, please contact us on 0800 9 123 123 with your account details, the date of the payment and the name that appears on your statement and we'll do our best to help.

     

    Helpful hints:

    • Some companies have different trading names to their store name. If you Google the trading name this will provide you with the store name, which you may recognise

    • Do you recognise the amount? Is it the same as something you remember paying for even though the description may be different?

    • If it’s on a joint account, have you spoken to the other account holder to see if they recognise the transaction, or have made the transaction?

    • Is the amount different to what you were expecting? This may happen with overseas transactions because of daily changes in the exchange rate

    • Have you signed an agreement or contract with a retailer, who has then charged you for a service? To confirm, check the terms and conditions of any agreement you have

    • Have you provided your card details to this retailer in the past, or has this retailer debited your account before? Check your statements to find out

    • Have you signed up to a free trial for something which has now become a paid service? Check any agreements you signed up to with a trial.

     

    Only shop with companies you know and trust, or ones that have a good reputation. For more information on how to protect yourself when shopping please visit our security centre here.
     

  • Reporting a fraud or a scam
    If you think you’ve been the victim of a fraud or a scam, or are concerned about the security of your account, please contact us on 0800 9 123 123 – lines are open 24 hours a day, 7 days a week.

     

    Never disclose your security details such as your card PIN, a One Time Passcode (OTP) or security numbers (such as Online and Mobile Banking log on details). These are personal to you and shouldn’t be shared with anyone, not even a Santander employee.

     

    Never download software or let anyone log onto your computer or other device following or during a cold call. If you're ever asked to do this or are unsure about a message or phone call from someone saying they're from Santander, don't give any information and contact us immediately.

  • When shopping online it's important to feel confident using your card.

     

    Santander Secure, in partnership with Verified by Visa and MasterCard SecureCode, helps protect your card against unauthorised use when you shop online. It's free to use, you're automatically signed up, and it covers you when you use your Santander card at over 300,000 online retailers.

     

    For your security, you may occasionally be asked to enter a One Time Passcode when making a purchase.

  • If you pay for goods with your Santander debit card and they’re faulty or damaged when you receive them, or the amount you’ve been charged is wrong, you could be eligible for a refund. Find out more about chargebacks and disputed transactions

  • The easiest way to change your address and contact details (including your telephone number and email address) is to do it via Online Banking. It will be changed instantly.

    If you have a joint account you can only change your own name and/or address within Online Banking. If both names and/or addresses need to be changed, both account holders must log on to their own Online Banking and change their own details.

    You can also change it by telephone or in branch.

    1. Online Banking (instant):

      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.

    2. By telephone (for current account and savings customers):

      • Call our Telephone Banking line on 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    3. In branch:

      • Complete a change of details form by

        • Printing off and completing the Change of details form (pdf) *

        • Requesting a copy of the form by calling us on 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

        • Collect a form from your local branch.

      • Take the form to your local branch together with relevant account documentation:

        • Your cash card, passbook or certificate and;

        • Signature bearing identification such as a full UK driving licence or valid EEA passport (this includes UK passport).

    If you would like to discuss our identification requirements please call us on 0800 9 123 123 and we will be happy to help. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    Important information for customers with alerts: If you have Account alerts set up on your account and you want these to be sent to your updated telephone number and/or email address, then you will need to amend your alerts via the 'Account Services' tab in Online Banking as they are not automatically updated when you change your details.

    * To open these documents you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free

  • You can use your Santander debit card abroad to make purchases and to withdraw local currency from cash machines as and when you need it. Simply look for the Visa sign, and feel secure knowing that it's a safer option than carrying large amounts of cash or traveller's cheques.

     

    If you’re a cash card customer you can use your card to withdraw local currency from cash machines abroad wherever you see the Cirrus sign. Charges may apply. For full details please see the General Terms & Conditions

     

    For further peace of mind, please tell us about your travel arrangements using Online Banking (go to 'Use card abroad' in 'Account services'), your nearest Santander branch  or by calling us on 0800 9 123 123 (lines are open 7am to 9pm Monday to Saturday and 8am to 9pm on Sunday). We‘ll continue to monitor your account for fraud and unusual transactions while you’re abroad. We’ll contact you if we detect unusual activity. If you keep your mobile phone with you, you’ll be able to confirm genuine transactions as soon as we contact you.

  • If you need to make regular payments to utility companies for example, to pay gas, electricity or water bills and so on, you can authorise organisations to take money out of your account on a regular basis by Direct Debits.

     

    Setting up a Direct Debit
    Most companies, allow you to set up a Direct Debit over the phone or online. They will then forward the instruction to onto your bank authorising them to allow payments to be collected direct from your account.

     

    You also have the option to fill in a Direct Debit instruction, which you can get from the company or organisation you want to pay, then post it to them.

     

    You can cancel a Direct Debit using Online Banking, Mobile Banking, Telephone Banking or in a branch but you will also need to inform the company the Direct Debit was going out to as they may charge fees for unmade payments.

     

    To make sure that your instruction to cancel a Direct Debit reaches us before the payment leaves your account, you should request to cancel it no later than 8pm Monday to Friday (excluding bank holidays) or before 2pm on a Saturday, at least 1 working day before the Direct Debit is due to leave your account.

     

    For example, to cancel a Direct Debit payment due to leave your account on a Monday, you must get in touch with us before 2pm on the Saturday before the Direct Debit is due to leave your account.

     

    Don’t forget to leave sufficient time around bank holiday weekends. 

     

    If a Direct Debit has been taken out of your account, as long as you contact us before 4pm on the day it was taken, we’ll be able to ask the company to return the payment to your bank account.

     

    Remember: If you have a 1|2|3, 1|2|3 Lite or Select Current Account and cancel any of your Direct Debits, the amount of cashback you can earn from your account may reduce. It may also affect your eligibility to receive the benefits associated with those products. Please refer to the relevant Key Facts Document for full details.

     

    The Direct Debit Guarantee
    If there’s a mistake with your Direct Debit you’re entitled to a refund. However if we’ve refunded your Direct Debit to you and the company it’s paying think that there hasn’t been a mistake and you do need to pay them the amount, they can take the Direct Debit again from your account.

  • How do I manage my standing orders?
    You can set up a standing order in Online Banking, Mobile Banking, Telephone Banking or in a branch

     

    Setting up a standing order in Mobile Banking

    • Choose the account you’d like to send the standing order from
    • Tap the 3 dots at the top then ‘Standing orders’
    • Tap ‘+’ and choose whether you’d like to pay your Santander account or another UK account/ the option you want (between your accounts or to an external company)
    • Tap ‘Choose or add a recipient’
    • Tap ‘+’
    • Type in details (name, sort code, account number)
    • Add the amount
    • Add the reference
    • Add the date of the first payment
    • Review the details and confirm them by tapping ‘Set up standing order’
    • We’ll now ask you to enter a One Time Passcode to finalise your request

     

    Setting up a standing order in Online Banking

    • Choose ‘Standing orders’ and then ‘Set up a standing order’
    • Choose whether you’d like to pay your Santander account or another UK account
    • Fill in the details and ‘Confirm’
    • Review the details
    • We’ll now ask you to enter a One Time Passcode to finalise your request

     

    Cancelling standing orders
    You can cancel a standing order in Online Banking, Mobile Banking, Telephone Banking or in a branch

     

    To make sure that your instruction to cancel a standing order reaches us before the payment leaves your account, you should request to cancel it at least 1 working day before the standing order is due to leave your account, no later than 8pm Monday to Friday (excluding bank holidays).

     

    For example, to cancel a standing order due to leave your account on a Monday, you must get in touch with us before 8pm on the Friday before the payment is due to leave your account.
     

  • A statement period usually runs from the monthly anniversary of the date you opened or transferred your account, unless you've asked for it to be changed.

     

    For example, if your statement date is the 18th of the month, your monthly statement period will cover the period from the 18th of one month until the 17th of the next.

     

    Where we talk about a month in relation to your account, we're referring to the monthly statement period. When we ask you to fund the account each month, or talk about paying cashback monthly - for example - we mean the monthly statement period.

     

    You’ll be able to find your monthly statements stored securely in eDocuments within Online Banking. In addition, you’ll receive a paper statement by post every month, unless the eligibility criteria for opening your account says otherwise. You can ask to receive paper statements less often (every 3 months) or choose to be paper-free.

     

    You can switch between paper and paper-free statements at any time using Online Banking, or tell us how often you’d like to receive paper statements (once a month or once every three months) in branch or by calling us on 0800 9 123 123.

     

    For more information please visit the changes to your account page. 

  • You can order duplicate statements for a Santander current account via our Online Banking service, by calling us on 0800 9 123 123 (we're open Monday to Saturday from 7am to 9pm and Sunday from 8am - 9pm) or can write to us at:
     

    Santander
    PO Box 1109
    Bradford
    BD1 5ZJ

    Please note, if the details you require include transactions that are more than 14 months old, or relate to anything above the last 200 transactions, then give us a call first.

    View our call charges

  • You can order a new or replacement cheque book by:

     

    Phone

    Call 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays. View our call charges

     

    Visiting a branch

    You'll need proof of ID. Find your nearest branch 

  • If you need to stop a cheque phone us on 0800 9 123 123.

     

    As long as the money has not already come out of your account, we won't allow it to.

     

    View our call charges

  • You can see your IBAN number:
    In Online Banking

    1. Log on to Online Banking.
    2. Choose the Account Services tab at the top of the page
    3. Select Other services from the left hand menu.
    4. Click 'View details (BIC & IBAN).

    On your Paper Statement
    It is printed on the first page of your monthly statement under 'your account summary',

    Alternatively, call us
    0800 9 123 123 (+44 1908 237963 from abroad). We're available 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
    View our call charges

  • Make a CHAPS payment
    You can make a CHAPS payment using Online Banking, by telephone or in a branch

     

    To make a CHAPS payment by telephone please call 0800 731 6666. Lines are open 8am to 9pm Monday to Friday and 8am to 2pm on Saturdays. A fee will be charged for a CHAPS payment. See our terms and conditions for current fees.

     

    Before requesting a CHAPS payment, please be prepared with your account details and the full name, sort code and account number of the person you wish to pay.

     

    CHAPS payments are generally used when you need to pay a larger amount, but remember that you can transfer up to £100,000 using Faster Payments on the phone or in a branch.

     

    Make an International Payment
    You can make an International Payment using Online Banking, Telephone Banking, or in a branch

     

    A fee will be charged for an international payment. See our terms and conditions for current fees.

     

    Before making the payment please be prepared with the account details of the person you are paying, including:

    • their full name
    • the Bank Identifier Code (BIC) of the beneficiary's bank and
    • the beneficiary's account number or IBAN (International Bank Account Number). Please note you must supply the beneficiary's IBAN for Euro payments to countries in the European Economic Area.

    In some cases you will also need a Swift code.

     

    For further details please see our International Payments pages:
    Personal Banking
    Business Banking

     

    Security
    We may need to do some additional checks, including calling you back to ask security questions. If we’re not able to speak to you we’ll leave a message and ask you to call us back. If this is the case we won’t be able to make your payment until we’ve carried out these checks and spoken to you so remember to get back to us to move your payment forward.

  • The following is a tariff of charges for CHAPS Payments and International Payments (including Sterling being sent outside the UK). Exchange rates vary from day to day, and charges on services may change at short notice. Please ask for confirmation when you use one of the services.

    You can request these details at any of our branches or by calling us on 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
     

    Sending Funds

    International Payments

    £25 per transfer when sending Sterling outside UK.

    £25 per transfer when sending Foreign Currency abroad

    £15 per transfer when sending non-urgent euro payments (known as SEPA).

    NB. There may be additional charges levied by the correspondent banks and/or beneficiary bank. We have no control over these charges.

    CHAPS Transfers

    £25 per transfer

  • Receiving money via a CHAPS or International Payment

    • You will need to provide the sender with your full name, sort code and account number (or IBAN International Bank Account Number if your account has one). For International Payments from abroad you will also need to provide the sender with Santander's Bank Identifier Code (BIC), which is ABBYGB2L.

    • If the funds are received in a foreign currency we will automatically convert them into Sterling using our exchange rate on the day we receive the funds.

    • The funds will normally be credited to your account on the same day we receive them. If it is an International Payment we will credit your account providing we receive the payment by no later than 5pm.

    • Although we do not levy a charge to receive an International Payment, other banks may deduct a charge from the payment before it reaches us. These are beyond our control.

  • If you think you may have lost or forgotten about an old savings or bank account, we can help.

    An account becomes dormant when you do not make any transactions on your account:

    • for one year in the case of current accounts or;

    • for three years in the case of savings accounts

    This means that we will stop sending you statements, letters and cards.

    To track down any accounts you may have, simply take one of the following steps:

    1. If your account is Dormant, visit any Santander Branch and speak to our team. Please bring any account documentation, such as a passbook or statement. You’ll also need some form of identification, for example a passport or driving licence.

    2. If you are unsure if your account is Dormant, or you have found a passbook or old statement, you can call us on 0800 9 123 123 or visit any Santander branch with identification. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    3. If you are aware of a bank or building society holding an account then you should first approach that bank or building society direct to see whether the account is still open.
      If it is not, then you can go to http://www.mylostaccount.org.uk to either complete an online request or download a dormant account form from the site, and send it to Santander at:
      Santander Savings Correspondence
      , CST 1 PO Box 1109,Bradford, BD1 5ZJ

    You can follow their guidance or use this service to search for a dormant or lost account. This service helps with the search of accounts that are no longer on the live or open part of the bank or building society's customer records and instead are being maintained as part of their record of lost or dormant accounts.

    Unclaimed Assets Scheme
    We participate in the unclaimed assets scheme established under the Dormant Bank and Building Society Accounts Act 2008. The purpose of the scheme is to enable money in dormant accounts (i.e. balances in accounts that have been inactive or dormant for 15 years or more) to be distributed for the benefit of the community while protecting the rights of customers to reclaim their money.
    Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL). RFL is a not for profit reclaim fund which is authorised and regulated by the Financial Conduct Authority.

    If we transfer the balance of your account to RFL, you will have against RFL whatever right to payment of your balance you would have had against us if the transfer had never happened. However, we will remain responsible for managing all aspects of the customer relationship with you and for handling all repayment claims (which we will do on behalf of RFL). Therefore, you should continue to contact us in the usual way if you have any queries or complaints in relation to your account or balance.

    Both we and RFL participate in the Financial Services Compensation Scheme (FSCS). The transfer by us to RFL of your balance will not adversely affect any entitlement you have to compensation from the FSCS.

  • The Account Summary makes it simpler for you to complete a tax return.

     

    This document details the interest paid and tax deducted for personal savings and current accounts you hold with Santander.

    The Account Summary is automatically available to you in Online Banking by the end of May for the previous tax year.

    • To ensure you can view the Account Summary register for ‘Online Banking’ at santander.co.uk/register

    • Once registered, simply select 'e-Documents' from the left-hand menu from the ‘My Accounts & Transactions’ tab.

    • To find your Account Summary quickly and easily, search ‘Account Summary’ using the advanced search facility within e-Documents.

     

    The Account Summary is also available in branch or by telephone on 0800 9 123 123 on request.

     

    Tax Deduction Certificates are also available if you specifically require one (e.g. if there has been a change of ownership on your account). This can be requested online, in your local branch or by calling 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
     

  • If your existing account is no longer meeting your needs, please get in touch so we can check if we have something more suitable. 

     

    If you’re leaving the UK, you must make sure you close your account. 

     

    You can contact us to discuss your account or request closure by sending a secure message through Online Banking, calling us on 0800 9 123 123 or by visiting one of our branches.

     

    Find a branch

  • We’ll ask you to provide proof of identity and proof of address with documents such as your passport or ID card and letters from government agencies such as HM Revenue and Customs or the Department for Work and Pensions. Take a look at our full ID requirements list.

Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.