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Voluntary information on the key ways of supporting the needs of all personal current account customers.

Supporting the needs of all our customers

If you have a current account with us, this table shows the key ways of supporting you when you need us.

How we can help you if you are experiencing money worries
Dealing with the unexpected Our specialist Financial Support team has been trained to help you if you have a change in circumstances such as illness or losing your job. Contact the team
Additional help and support - We offer products across a number of channels so that you can check your account balances and payments quickly and easily online, in our branches or over the phone.

- Our Collections team are here to help. They can help you manage your arrangements with different companies and can put you in touch with a debt counselling specialist or other sources of support like Money Advice Service, Payplan and StepChange.
Find out more

 

How we can help you deal with a major life event
Contacting us - If you need to contact us in an emergency, we have a 24/7 helpline for customers to help deal with unexpected life events. You can also contact us by Secure Messaging online.

- You can use our automated telephony service to get account balances without having to speak to someone.

- If you think you’ve been a victim of fraud, you can call us 24/7 on our emergency helpline.
Find out more
Specialist support
 
- Our specialist Financial Support team can offer you help to budget and manage your accounts Find out more
- Our specialist Collections Team will offer support in making an arrangement to help you repay your debt in an affordable way.   
- Our branch staff are trained to help you during difficult times and most branches have quiet rooms available for confidential discussions. Branch locator
Bereavement - Our dedicated Bereavement Service can provide one-to-one support following the loss of a loved one.

- You can notify us of a death online, by telephone or in a branch.

- Our bereavement pages contain not only guides and information on how we can help you at this difficult time, but also links to many outside organisations that can provide additional support and guidance.
Bereavement
Other life events - If you need to contact us, we have a 24/7 helpline for customers to help deal with unexpected life events. You can also contact us by Secure Messaging online. Find out more

 

How we can help you manage your day-to-day money better
Helping you understand your money - Mobile Banking lets you check your balance and pending payments anytime, anywhere and we’ve also created Wallet, an app specially designed to help you budget and break down your spend.  
- We work hard to keep our website up-to-date with detail on how to use our current accounts and to provide handy calculators, guides and planners to help you with your banking. See our guides and tools
- You can set up free text and email alerts to help you stay up-to-date with what’s happening on your account so you can take action to avoid charges and stay on top of your bills. Setting up Alerts
Helping you develop your financial skills - Our branches regularly run money management sessions. Branch finder
- We hold Moneywise education sessions in schools.  
- We hold fraud and scam awareness sessions in our branches to help you recognise fraudsters and understand how they work and we keep the ‘Security centre’ section of our website up-to-date with the most recent scams so you can stay in the know. Our Security Centre
 

 

Support you may find useful if you have a disability or a physical or mental health condition
Accessing cash - All of our ATMs have voice guidance to assist blind and partially-sighted customers.

- Our contactless ATMs let you access most transactions on your accounts without a PIN, which can help if you have problems with dexterity.
Accessing cash
Using your account - You can log on to your Mobile Banking using finger or face recognition.

- Branch staff are fully trained to help you if you have additional needs, for example with dementia and mental health awareness.
Accessibility
Accessing information - We can send your correspondence in Braille, large print and coloured paper.  
- We can send you notifications by text and email to help you manage your finances. Setting up Alerts
Allowing someone else to help you use your account - We can set up a Power of Attorney or deputy on your account so someone you trust can manage your finances on your behalf. Power of Attorney
Ways to interact with us - All our staff receive training to support customers affected by mental health issues and limited or reducing mental capacity.

- British Sign Language users can use Sign Video to contact us and we can arrange for a face-to-face interpreter where required.
We have secure messaging online and a range of automated services through Telephone Banking.
 
Supporting your needs

If you haven't found what you're looking for, please contact us on 0800 9 123 123.
 

The Competition and Markets Authority asks us to publish independent service quality survey results

 

The Financial Conduct Authority asks us to publish service quality information for personal current accounts

 

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.