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Frequently asked questions

Answers to your questions

Frequently asked questions - general

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

    Cash card customers can use their card to withdraw local currency from cash machines abroad wherever you see the Cirrus sign.

  • Before you travel abroad make sure your contact details, especially your mobile telephone number are up to date.

    You can do this in three ways:

    1. Via Online Banking
    2. Call Santander
      Debit and Credit cards - 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
    3. Update your details in your local Branch

    You can also register for our text or email alert service to keep you informed of your finances while you're away. Learn more about account alerts
     
    We will continue to monitor your account for fraud and unusual transactions whilst 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.
     
    Make sure you know your PIN. If you’ve forgotten your PIN, please contact us before travelling and we’ll send you a new one.
     
    If you are travelling outside the EU, let us know so we can place a note on your account to say you are travelling. This is not a requirement, but may help if you are concerned about your card use while abroad. Please speak to us on 0800 9 123 123 to do this.

    You don’t need to tell us when you are travelling in the EU. As the EU has a high coverage of Chip and PIN, we are able to identify you and will monitor for fraud in the same way as if you were using your card in the UK.

  • If you think your card has been lost or stolen or you find it has been blocked for fraud protection reasons when you try to use it, you should call us as soon as possible on the relevant number below:

    Debit card
    0800 9 123 123 or +44 1908 237 963 if you are outside the UK. Lines are open 24/7

    Credit card
    0800 9 123 123 or +44 1512 648 725 if you are outside the UK. Lines are open 24/7.

  • Charges apply when you use your debit card abroad, except for customers with the Zero debit card (which is not available to new customers). 

     

    Scenario Fees or charges
    Making a purchase
    Making a purchase abroad or online in a currency other than sterling to buy goods or services
    You will be charged a non-sterling transaction fee of 2.75% of the value plus a non-sterling purchase fee of £1.25 for each transaction
    Withdrawing money (foreign currency) and buying traveller's cheques
    Withdrawing cash abroad (either in a bank or at a cash machine), or buying traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the Visa sign) in a currency other than sterling
    You will be charged a non-sterling transaction fee of 2.75% of the value plus a non-sterling cash fee of 1.5% of the value (at least £1.99)

     

    Illustrative Cost Examples based on a €100 (Euro) transaction

     

    Transaction Transaction value ^ Non-sterling transaction fee Non-sterling purchase fee Non-sterling 

    cash fee
    Total cost
    Debit card purchase

     
     € 100  2.75% £1.25  n/a  £91.67
     £88.00^  £2.42 £1.25  £0
    Debit card and cash card cash withdrawal

     
     € 100  2.75%  n/a  1.5% (min £1.99)  £92.41 
     £88.00^  £2.42  £0  £1.99
    Debit card cash withdrawal at Santander cash machine in Spain

     
     € 100  n/a  n/a  n/a  £88.00 
     £88.00^  £0  £0  £0

    ^Visa exchange rate of €1 = £0.880049 as at 1 June 2018  
    The exchange rates reflect the rate applicable when the payment scheme (Visa) processed the transaction and not the date on which the transaction took place.

     

    If you are given the option of paying in either local currency or sterling, please make sure you choose local currency unless you are certain that the exchange rate is more favourable. If you choose sterling, it means that the retailer or bank will handle the conversion and may charge you a conversion fee, a foreign usage fee, or both.

     

    • When you use your debit card to buy goods or services in a currency other than sterling, we will convert the amount into sterling using the exchange rate set by Visa on the date the transaction is charged to your account, together with any applicable foreign usage fees as set out in the table above.


      The exchange rate used may differ from the rate that applied on the actual date of the transaction as exchange rates vary on a daily basis. The exchange rate used when the transaction is processed and the amount of the transaction in sterling after the application of the exchange rate will be detailed on your statement. 
       

      Visa exchange rates available at: www.visaeurope.com/making-payments/exchange-rates
       

    • All main adult bank current accounts can benefit from free cash machine withdrawals in Spain at a Santander branded cash machine
       

    • Daily cash withdrawal limits apply. Please see the General Terms & Conditions for full details (pdf)

  • This depends on which credit card you hold with us and which type of transaction you make. The two kinds of transactions are:

     

    Making a purchase abroad or online in a currency other than sterling to buy goods or services.

     

    Withdrawing money (foreign currency) and buying traveller's cheques - Withdrawing cash abroad (either in a bank or at a cash machine), or buying traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the Mastercard/Visa sign) in a currency other than sterling. Please note there is no interest free period on cash withdrawals and interest will be charged from the date of withdrawal

     

    The table below shows the charges on our credit cards when used abroad.

     

    Credit Card Non Sterling transaction fee for purchases Non sterling transaction fee for cash withdrawals Cash withdrawal fee
    All in One Credit Card 0% 0% 3% (min £3)
    Everyday Credit Card 2.95% 2.95% 3% (min £3)
    Zero Credit Card 0% 0% 0%
    Santander World EliteTM Mastercard® 0% 0% 3% (min £3)
    1I2I3 Credit Card (no longer on sale) 0% 0% 3% (min £3)
    All other Santander Credit Cards  2.95%  2.95% 3% (min £3)

     

    Illustrative Cost Examples based on a €100 (Euro) transaction if using the 1I2I3, All in One or Santander World Elite Credit Card

    Transaction Transaction value Non-sterling transaction fee Non-sterling purchase fee Non-sterling cash fee Total cost
    Credit card purchase € 100 0.00% n/a n/a £88.09
    £88.09^ £0.00 £0 £0
    Credit card cash withdrawal € 100 0.00% n/a 3% (min £3) £91.09
     £88.09^ £0.00 £0 £3.00

     

    Illustrative Cost Examples based on a €100 (Euro) transaction if using the Everyday Credit Card

    Transaction Transaction value Non-sterling transaction fee Non-sterling purchase fee Non-sterling cash fee Total cost
    Credit card purchase € 100 2.95% n/a n/a £90.69
    £88.09^ £2.60 £0 £0
    Credit card cash withdrawal € 100 2.95% n/a 3% (min £3) £93.69
     £88.09^ £2.60 £0 £3.00

     

    ^Mastercard exchange rate of €1 = £0.88086 as at 1 June 2018

    The exchange rates reflect the rate applicable when the relevant payment scheme (Mastercard or Visa) processed the transaction and not the date on which the transaction took place.

     

    If you are given the option of paying in either local currency or sterling, please make sure you choose local currency unless you are certain that the exchange rate is more favourable. If you choose sterling, it means that the retailer or bank will handle the conversion and may charge you a conversion fee, a foreign usage fee, or both.

     

    When you use your credit card to buy goods or services in a currency other than sterling, we will convert the amount into sterling using the exchange rate set by Visa or Mastercard (subject to card type) on the date the transaction is charged to your account, together with any applicable foreign usage fees as set out in the table above.

     

    The exchange rate used may differ from the rate that applied on the actual date of the transaction as exchange rates vary on a daily basis. The exchange rate used when the transaction is processed and the amount of the transaction in sterling after the application of the exchange rate will be detailed on your statement.

     

    Mastercard exchange rates available at: www.mastercard.com/global/currencyconversion/index.html
    Visa exchange rates available at: www.visaeurope.com/making-payments/exchange-rates

     

    A daily cash withdrawal limit of £300 applies, unless otherwise advised.

  • Yes. If you are legally resident in the European Union you are eligible to apply for Santander’s EU Basic Current Account.

     

    With the Basic Current Account you can have your income paid in and pay your bills. You'll also get a top-up debit card which is linked to your account, so you can separate the bills you pay by Direct Debit and the payments you make with your card, helping you to stay in control.

     

    Click here if you would like to apply.

  • We currently only offer the EU Basic Current Account to EU residents.

     

    Click here for more information

  • Please call us on +44 (0)1908 237 963, lines are open 8am to 9pm Monday to Friday, and 8am to 4pm Saturday (GMT).

  • If you are legally resident outside of the UK in the European Union you are eligible to apply for an EU Basic Current Account.

     

    To find out more about the account click here

  • If you live in the EU (excluding UK) and are not able to provide the required ID or address history please call us on +44 (0) 1908 237 963. Lines are open 8am to 9pm Monday to Friday, and 8am to 4pm Saturday (GMT).

  • There are 4 steps you should take before moving abroad.

    1. Review your accounts.
    2. Sign-up for Online Banking and Telephone Banking.
    3. Register for Account alerts.
    4. Update your contact details.

    1. Review your accounts
    Moving abroad may have an impact on the accounts you have with Santander, in particular the benefits provided as part of the account and methods of repayments.

    The table below lists by product any impact that could affect you by moving abroad.

    You may wish to consider booking an appointment in branch for more information and for details of the options available to you.

    If you haven't already, please visit Her Majesty's Revenue and Customs (HMRC) website for more information on any change to your tax status whilst you're away, or you can call them on +44 135 535 9022.
     

    Impact of moving abroad on accounts

    Current Accounts
    123 Current Account
    • Cashback will only be earned on Direct Debits in the UK to institutions on our Eligible Originators Classifications Listing©.

    • Check the 'Where can I get cashback?' page for the list.

    Debit Cards
    • If you lock your PIN on your card whilst overseas, you will need to request a new card and PIN. The facility to unlock your PIN at an ATM isn’t available outside the UK.

    Premier and Premier Direct Current Accounts with European Travel Insurance
    • If you hold any of these products, you will not be eligible for the European travel insurance benefit on your account. We recommend talking to us to review your account options.

    • For joint accounts, if one of you moves abroad that person will no longer be eligible for the travel insurance benefit. The other account holder will continue to be eligible.

    Savings Accounts, Fixed Rate Bonds, ISAs and Investments
    Fixed Rate Bonds
    • We will continue to write to you at least 14 days before your bond matures with details of the options available to you. If you do not contact us before your bond matures, your money will be transferred into an instant access account at maturity.

    Cash ISAs, Investments ISAs and Investments
    • You can't open or add to an existing ISA or Investment when you cease to be a resident in the UK for tax purposes. The exception to this is for Crown employees working overseas or the spouse or civil partner of a Crown employee working overseas. They can open or add to an existing ISA but not an Investment.

    • You can keep your ISA or Investment and continue to put money in it when you become a resident in the UK for tax purposes again, subject to the normal annual ISA limits.

    • For more information please visit HMRC's website.

    Personal Loans
    Personal Loans
    • We can't accept Direct Debits from overseas bank accounts. Direct Debit payments will need to continue to be made from a UK bank account.

    Insurance
    Insurance
    • It is important that you refer to your insurance policy document that will contain details of who you should contact to notify of your change in circumstances.

    Mortgages
    Mortgages
    • We can't accept Direct Debits from overseas bank accounts. Direct Debit payments will need to continue to be made from a UK bank account.

    • Please let us know if you decide to rent out your UK home.

    Credit Cards
    Credit Cards
    • If you hold any of our credit cards, you may not be eligible for associated benefits on your account if moving abroad. We recommend talking to us to review your credit card account options.

    • We can't accept Direct Debits from an overseas bank account. Direct Debit payments will need to continue to be made via a UK bank account.

    • If you lock your PIN on your card whilst overseas, you will need to request a new card and PIN. The facility to unlock your PIN at an ATM isn’t available outside the UK.

    123 Credit Card
    • Cashback will only be earned on purchases in the UK to retailers within eligible Merchant Category Codes.

    • Check the 'Where can I get cashback?' page for the list.


    2. Sign-up for Online Banking and Telephone Banking
    Before you leave you should sign up for Online and Telephone Banking as both will help you manage your account remotely when you are no longer able to access a branch.

    Go to Register for Online Banking for more information on Online Banking and how to register.

    Please note that our Online and Telephone Banking services are not available for all products.
     

    3. Register for Account alerts
    In order to register for our Account alerts service, you need to be able to log on to Santander Online Banking.

    If you're already registered for our Online Banking Service, you'll find details on how to set up your alert service in the 'Account Services' tab.

    4. Update your contact details
    It is important that you make sure your contact details, especially your mobile telephone number, are up to date, so that Santander can contact you while you are abroad should we suspect fraudulent activity on your account.

    The easiest way to do this is to send us a secure message via Online Banking, visit your local branch, or call:

    Debit cards
    0800 9 123 123 (+44 1908 237 963). Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    Credit cards
    0800 9 123 123 (+44 1512 648 725). Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

  • The following table lists telephone numbers that can be dialled internationally.

    Transaction Number ^ Opening hours (GMT)

    Current Account, Investments and Savings queries (including Cash ISAs, Investments [with exception of Premium] and Online Banking registration)

    +44 1908 237 963

    7am to 11pm Monday to Saturday and 8am to 1pm Sundays. Investments - 8am to 6pm Monday to Friday and 8am to 4pm Saturdays

    Premium Investments

    +44 1908 698 253

    8am to 8pm Monday to Friday and 9am to5pm Saturdays

    Credit Card queries (including Online Banking registration)

    +44 1512 648 725

    7am to 11pm Monday to Sunday

    Mortgage queries (including Online Banking registration for Flexible off set mortgages)

    +44 1908 520 814

    8am to 7pm Monday to Friday and 9am to 2pm Saturdays

    Travel Insurance claims

    +44 207 173 7177

    24 hours a day

    Personal Loan queries

    +44 1908 520 814

    8am to 6pm Monday to Friday and 9am to 4pm Saturdays

    Online Banking and Santander Secure Support

    +44 1908 238 013

    24 hours a day

    Telephone Banking Services

    +44 1908 237 963

    8am to 8pm Monday to Saturday and 8am to 4pm Sundays

    Making a Complaint

    +44 1908 375 039

    24 hours a day

    Lost or Stolen Cards

    +44 1908 237 963(Debit cards)+44 1512 648 725(Credit cards)

    24 hours a day

    Typetalk

     +44 151 494 1260(followed by the relevant number above when requested by an operator)

    As above for relevant number

    ^Please bear in mind that international calls will often incur a charge from your operator.

  • If you experience any problems registering or using Santander Secure then call the following numbers:

    • If your sort code is 09-01-3x then call: 0800 783 4000 (+44 1908 238 013). Lines are open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    • For any other sort codes then call: 0800 917 9170 (+44 1908 238 013). Lines are open 7am to 9pm Monday to Saturday and 9am to 9pm Sundays.

  • If you are moving to an address outside the UK or want to change a non-UK address, then please complete the Change of details form (pdf) in BLOCK CAPITALS, print it off and sign it. You must enclose a photocopy of each account holder's current passport clearly showing the date, and place of birth, the signature, passport number and expiry date.

    Please send the Change of details form (pdf) and copy of your passport(s) to:

    Customer Service Banking Operations,

    Account Changes 1 Team

    PO Box 297, Bradford, BD1 4YR

    Or alternatively, visit a Santander branch with the completed form, account documentation such as your VISA Debit Card or the account passbook, AND a valid UK/EEA passport(s)

    Once we have received your instructions, your address will normally be changed within a few days.

  • Please complete the Change of details form in BLOCK CAPITALS, print it off and sign it.

    If you are currently in the UK, please take the completed form to your local branch with:

    • account documentation such as your VISA Debit Card or the account passbook

    • AND signature bearing identification such as a full UK driving licence or valid UK/EEA passport

    If you are currently outside the UK then please send the Change of details form and photocopy of your passport(s) or photocopy of your full UK driving licence(s) to:

    Customer Service Banking Operations,

    Account Changes 1 Team,

    PO Box 297, Bradford,

    U.K., BD1 4YR

    Once we have received your instructions, your address will normally be changed within a few days.

  • If you cannot print off the Change of details form (pdf), please write to us including your account number(s), your new address or name, and a telephone number that we can contact you on.

    Please write to us at:

    Customer Service Banking Operations,

    Account Changes 1 Team

    PO Box 297, Bradford, BD1 4YR

    Important: You must include the required proof of your identity. If you would like to discuss our identification requirements please call us on 00 44 1908 237963 and we will be happy to help. Lines are open 7am to 11pm Monday to Saturday and 8am to 1pm Sundays.

  • Santander Private Banking in Jersey

    If you are moving overseas, Santander Private Banking in Jersey may be able to service your needs. We pride ourselves in providing a personalized service, focusing on building a lasting relationship and financial solutions that meet your needs.

    We offer banking and savings accounts for UK Expats, UK Residents, (Non UK Domiciled) and Jersey Residents.

    Our dedicated client support team will assist you with your everyday transactions and depending on your financial circumstances, a dedicated Private Banker or a Relationship Manager will undertake an assessment of your financial objectives and work with you to determine the solutions that best suit your needs.

    For more information please visit www.santanderpb.je

    Santander Private Banking is regulated by the Jersey Financial Services Commission, further information is available on our website.

  • Charges apply when you use your cash card abroad.

    Scenario Fees or charges
    Withdrawing money (foreign currency) and purchasing traveller's cheques
    Withdrawing cash abroad (either in a bank or at a cash machine), or purchasing traveller's cheques or foreign currency when abroad (at another bank, bureau de change or other outlet displaying the Cirrus/Plus signs) in a currency other than Sterling
    You will be charged a non-Sterling transaction fee of 2.75% of the value plus a non-Sterling cash fee of 1.5% of the value (at least £1.99)

     Illustrative cost examples based on a €100 (Euro) transaction

    Transaction Transaction value Non-sterling transaction fee Non-sterling cash fee Total cost
    Visa cash card cash withdrawal
     €100 2.75% 1.5% (min £1.99) £92.41
    £88.00^ £2.42  £1.99
    Cirrus cash card cash withdrawal
     €100 2.75% 1.5% (min £1.99) £92.50
    £88.09^^ £2.42  £1.99

    ^Visa exchange rate of €1 = 0.880049 as at 1 June 2018
    ^^Mastercard/Cirrus exchange rate of €1 = 0.88086 as at 1 June 2018
    The exchange rates reflect the rate applicable when the scheme processed the transaction and not the date on which the transaction took place.

    Please note:

     

  • The normal procedure for closing a Santander account is for you to return all cards, passbook and chequebooks relating to the account to a Santander branch.

    If this isn't possible for example you are already living abroad, we accept written instructions sent to us by fax.

    Steps for closing an account by fax
    Please fax all the details written below plus the photocopies of your passbook and passport to + 44 1274 368 635.

    1. Please destroy all cards relating to the account you wish to close, by cutting them in half.

    2. Photocopy your passport showing the page that includes your photograph and signature.

    3. Write down the following details:

      1. Your present address and contact telephone number.

      2. The number of the account that you wish to close and the address detailed on the account.

      3. Your personal fax number, if you have one.

      4. Confirm that you have destroyed all cards relating to the account.

      5. State how you would like the closing balance to be paid to you. Examples include a cheque in Sterling, currency draft (charge £10), a telegraphic transfer in Sterling (charge £25) or a telegraphic transfer in currency (charge £25).

      6. Details of the receiving account if to be paid by telegraphic transfer.

    4. Please fax all the details written down plus the photocopies of your passbook and passport to + 44 1274 368 635.

    Credit Card customers should call + 44 1908 237963. Lines open 7am to 11pm Monday to Saturday and9am to 6pm Sunday (UK time).

    If you have any further queries, please don't hesitate to contact us.

Frequently asked questions - Ways to bank

  • There is no cost to you for signing up to, and setting up and receiving alerts. It is a free service offered by us.

     

    At the time of writing, most UK mobile providers do not charge you to receive text messages, even when abroad. However, you should check with your mobile phone provider to confirm whether or not you would be charged.

  • Email alerts are sent 24 hours a day and text alerts are sent between 10am and 8pm daily. If an alert is triggered after 8pm then the text will be sent at 10am the next morning. With the exception of some mandatory alerts on overdraft where we may text you earlier than 10am to enable you to fund your account.
     
    If you would like to change your registered mobile number or email address, you can do so by:
     
    using Online Banking, go to the 'Alerts' button on the left hand menu
    visiting your local branch or by calling us on 0800 9 123 123 (lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays) 
     
    Don't forget, if you're updating your mobile number for Account Alerts, you'll also need to register your new number in case we need to send you a One Time Passcode for an Online Banking transaction.

    • Go to the 'My Details and Settings' tab
    • Go to the 'Change OTP service phone number' link
    • You will be asked to confirm any changes you make
  • First check in Online Banking that your alerts are set up to go to the correct number. If this is correct then please call our helpdesk on 0800 917 9170. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
    View call charges

     

    If you would like to change your registered mobile number or email address, you can do so by:

     

    • using Online Banking, go to the ‘Alerts’ button on the left hand menu

    • visiting your local branch

    • calling us on 0800 9 123 123 (lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays)

     

    Don't forget, if you're updating your mobile number for Account Alerts, you’ll also need to register your new number in case we need to send you a One Time Passcode for an Online Banking transaction.

     

    • Go to the 'My Details and Settings' tab

    • Go to the 'Change OTP service phone number' link

    • You will be asked to confirm any changes you make

     

    • Yes, you can change the value by logging on to Online Banking, visiting your nearest branch  or calling us on 0800 9 123 123 (lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays)

    • For Online Banking go to the 'account alerts' page. Here you will see a summary of the alerts that you currently have set up by product. You can amend values using the 'additional info' boxes on the right hand side.

    • Yes, you can cancel the alert by logging on to Online Banking, visiting your nearest branch or calling us on 0800 9 123 123 (lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays)

    • For Online Banking go to the 'account alerts' page. Here you will see a summary of the alerts that you currently have set up by product. You can cancel alerts by simply de-selecting the tick boxes in the 'send alert by' section in the centre of the page.

Frequently asked questions - money worries

Below you'll find the answers to some of our more frequently asked questions from people who are in a difficult financial situation.

  • To work out a calendar monthly figure first work out how much you are spending each week.

    Then multiply this amount by 52 (because there are 52 weeks in the year). This will tell you how much you are spending over the year.

    Next divide the yearly amount by 12 (because there are 12 months in the year). This figure will be exactly how much you spend each month.

    For example:
    Sally spends £40 on petrol a week. £40 x 52 ÷ 12 = £174 per calendar month

    Get advice on financial planning

  • You may be entitled to some Government benefits to help increase your income. You could speak to your local benefits office or use the benefits calculator on the Turn 2 Us website

  • If you have applied for a benefit and been turned down you can appeal.

    You normally need to appeal within 1 month of the decision being made.

    You should write to the benefit office that turned down your application and ask them to look at your situation again.

  • If you are self employed you can claim benefits. Depending on the benefit you are applying for, the Government may want to see your accounts. Some benefits are dependent on the amount of National Insurance contributions you have made.

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.