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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • You can make a CHAPS payment using online banking or by telephone.

     

    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.

     

    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.

     

    Security
    You may be asked some standard security questions regarding your account. We may also 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.

  • You can make an International payment in three ways:

     

    1. Online
    2. By telephone
    3. Visiting a branch

     

    Preparation

     

    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.

     

    For further details of other acceptable ID please call 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

     

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

     

    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.

     

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

  • You can send a CHAPS payments. The money will normally be credited to the beneficiary's account within three hours subject to standard bank checks  by us and by the beneficiary's Bank.

  • We offer 3 options for sending a payment overseas:

     

    1. Electronic transfer (Urgent)

    2. Electronic euro transfer (Non Urgent - SEPA)

    3. Foreign Currency Draft (cheque)

     

    For electronic transfer, Santander can offer a choice of 20 currencies. You can choose from:

    Australian Dollar Canadian Dollar Danish Krone Pound sterling
    Euro Hong Kong Dollar Indian Rupee Moroccan Dirham
    Japanese Yen New Zealand Dollar Norwegian Krone Philippine peso.
    Polish Zloty Singapore Dollar South African Rand  
    Swedish Krona  Swiss Franc Thai Baht  
    United Arab Emirates United States Dollar    
    Dirham      

     Important things to note:

    • Payments in EUR, USD and GBP will usually arrive at the beneficiary’s bank  on the same day, provided the payment is submitted before the cut-off time.

    • Payments in other currencies (and USD, EUR and GBP payments sent to certain countries) can take up to 4 working days to arrive.

    • When an International Payment is handled by a correspondent bank before it reaches the beneficiary bank, that bank or the beneficiary bank may deduct a charge before sending the money to the beneficiary. Santander has no control over the amount these banks may charge.

    • Please note that sterling payments sent outside the UK may be subject to correspondent or beneficiary bank charges in the same way as currency payments.

     

    For further details please see our International Payments pages;

    Personal Banking
    Business Banking 

  • 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 for payments made into your account on the day we receive the funds.


    • CHAPS and International payments will normally be credited to your account within two hours for International Payments and 90 minutes for CHAPS payments subject to standard bank checks. 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.


  • The following is a tariff of charges for CHAPS Payments and International Payments received into a Santander account. 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 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.
     

    Receiving Funds

    International Payment from abroad

    No charge.

    Please note: Charges may be deducted from the transmitted funds by any intermediary bank used. Santander has no control over these charges.

    CHAPS Transfers

     No charge

  • The process operates just as it would for a UK Banker’s draft except that the cheque is drawn in a foreign currency.

    For further details please see our international payments pages;

    Personal Banking 

    Business Banking

  • You can pay cheques drawn in a foreign currency into your account as long as they've been made payable to you and are no more than 6 months old. There are 2 different methods of clearance available to process these cheques.

    • The first option is via Collection. The value of the cheque after conversion must exceed £100. This is to ensure that there are sufficient funds to cover any correspondent charges. We will normally send the cheque to the bank where it originated from, requesting payment on your behalf. In this case we'll need to wait to receive the proceeds before crediting your account. Cheques cleared this way usually take between 4 and 8 weeks to clear, depending on the country they are drawn on and there are normally clearance charges. The exchange rate for payments made into your account will be applied when we receive the cheque proceeds from the foreign bank. If we are notified that the cheque will not be paid, there will normally be additional charges from correspondent banks and we will also apply our own charges. These will be debited from your account immediately.
       

    • Alternatively, and at our discretion, we can arrange to process via Negotiation method. To be processed via this method, normally the cheque must not exceed £5,000 equivalent after conversion. We credit your account after 6 working days without needing to receive confirmation of clearance from the bank on which the cheque was drawn. We do, however, reserve the right to debit your account if the cheque is later returned unpaid. If this happens, there will be additional charges. The amount on the cheque will be converted to Sterling at the exchange rate applicable to payments made into your account on the day we process the cheque. However the funds will remain uncleared for 6 working days and you will only be able to draw against these after the 6th working day.
       

    • You must be the named Payee of the cheque to utilise either service.

  • The following is a tariff of charges for Foreign Currency Cheque withdrawals and Foreign Cheque deposits. Exchange rates vary from day to day and there are different rates depending on the size of the transactions and whether the payment is being made into or out of your account. 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 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.
     

    Sending Funds


    Foreign Currency Cheque

     

    £10 per cheque issued.
    £25 to stop a cheque.


     

    Receiving Funds
    Foreign Cheque Deposit

    Negotiation method - £10

     

    Collection method - £10, plus any applicable Correspondent bank charges.

     

    Unpaid Foreign Cheque - £5 plus any additional correspondent bank charges.

     

    When we credit your account we convert the foreign currency amount using our exchange rate for payments made into your account.  Where we credit your account via Negotiation, if the cheque is subsequently returned unpaid your account will be debited using our current exchange rate for payments made out of your account on the day your account is debited. This could mean that you are debited for a greater amount than was originally credited.

     

  • To set up a standing order:

    • choose the account you have the standing order on

    • tap the 3 dots in the top right corner

    • select standing order

    • tap the ‘+’ icon

    • select which account you want

    • fill in the details

    • tap set up standing order

    • you will be sent an OTP

    • enter OTP and tap confirm.

  • You can cancel a Standing Order in Online 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.

  • 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. Some organisations offer a discount if you pay by Direct Debit.

     

    To set up a Direct Debit, you can complete a Direct Debit Instruction, obtained from the company or organisation you want to pay. Alternatively some 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.

     

    On the Direct Debit Instruction you may be asked to provide an address for your bank. Please use:

     

    Santander UK plc, 9 Nelson Street, Bradford, BD1 5AN.

     

    The Direct Debit Guarantee

    The form you fill in should have a guarantee attached. If there is a mistake with your Direct Debit, you are entitled to a full refund. If the form does not have a guarantee, the payment is known as a recurring transaction and is not protected in the same way as a guaranteed Direct Debit. In this case, you may not be asked to sign anything and a transaction may take place without you receiving anything in writing relating to the payment.

  • You can cancel a Direct Debit in Online Banking, Telephone Banking or in a branch.

     

    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 you cancel a Direct Debit you may want to notify the company you are paying as they may charge fees for unmade payments.

     

    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.

     

    The Direct Debit Guarantee
    The form you fill in should have a guarantee attached. If there is a mistake with your Direct Debit, you are entitled to a full refund. If the form does not have a guarantee, the payment is known as a recurring transaction and is not protected in the same way as a guaranteed Direct Debit. In this case, you may not be asked to sign anything and a transaction may take place without you receiving anything in writing relating to the payment.

     

    Remember: If you have a 1|2|3 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 1|2|3 Current Account cashback and credit interest benefits. Please refer to the 1|2|3 Current Account terms and conditions for full details.

  • The Faster Payments Service is a free and secure service to transfer money, subject to Scheme limits, between accounts in the UK. You don’t need to do anything to benefit from Faster Payments, just continue making payments from your banking or savings accounts as normal. Find out more about the faster payments service

     

    Please note that the recipient bank must be able to accept Faster Payments. To find out whether the account you want to pay into is Faster Payments enabled, use the sort code checker on the Payments UK Website

  • Faster Payments enables you to use a branch, the internet or telephone to make a payment that will usually reach the destination immediately. However, some may take up to the following working day to credit the destination account.

  • If you made a payment to an incorrect destination account, in the first instance please check if the payment has been returned to your account. If it has then you can resend your payment to the correct account.

    If the money has not been returned then you should attempt to contact the bank that you made the payment to. If you need any further guidance, then please call on 0800 9 123 123 or visit a branch. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    You should contact the beneficiary to obtain the correct destination account details before resending any funds.

Frequently asked questions - Ways to bank

  • If you can’t remember your log on details you can easily reset them online 

     

    If you’ve forgotten your Personal ID you’ll need:

     

    • Your most recent debit or credit card, or

    • Your account number and sort code, which you can find on your statements

     

    If you've forgotten all your log on details you’ll also need your mobile phone as, for security reasons, we'll send you a One Time Passcode.

     

    You can retrieve or reset your details on your mobile phone (click on ‘Forgotten your log on details?’ from the log on screen), through the Mobile Banking app or over the phone (call 0800 917 9170, 7am to 9pm Monday to Saturday and 8am to 9pm Sundays).

     

    View call charges

  • If you're having technical problems, call our Online Banking Helpdesk on 0800 917 9170, or +44 1908 238 013 if you're outside the UK, 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

  • 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.

  • Yes. You'll each have your own log on.
    When you log on you'll be able to see:

    • your joint accounts

    • any other accounts you hold individually or with other people

     

    The person you hold the joint account with won't be able to see your individual accounts when they log on, and vice versa.

     

    If you have a joint account, each account holder must update their own details within their own Online Banking. Please see the 'How do I update my contact details in Online Banking?' Frequently Asked Question to learn how to do this.

  • If you receive an email that asks for your personal security details, forward it to phishing@santander.co.uk

     

    If someone may already have your personal security details
    Call our Online Banking Helpdesk on 0800 917 9170, or +44 1908 238 013 if you're outside the UK, 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

    Stay aware
    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

     

    Learn more about how you can protect yourself online in the Security Centre

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.