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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • 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

  • If you have changed your name by deed poll or by marriage, please complete the change of details form and bring it into a 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.

      • Collecting a form from your local branch.

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

      • Your cash card, passbook or certificate and;

      • Marriage Certificate or Deed Poll Certificate and;

      • Either a valid driving licence, a valid passport, a recent utility bill or a bank statement less than 3 months old from an account not held with Santander.

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

    To open these documents you will need to have Adobe Reader. Download Adobe Reader for free

  • 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

  • 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

  • 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.