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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • You’ll be able to see if you have new offers by logging into Online Banking, or into the Mobile Banking app.

  • There may be a limit to the cashback you can earn on individual offers. You can check the full details of any offer from your Retailer Offers page which lets you know if an offer is available once or multiple times and when it expires.

  • Your offers are tailored to you based on your historical spend of your Santander debit or credit card.

  • If we notice you have previously purchased goods/services at a certain retailer, we will also send you offers from similar retailers who offer the same products/services so you have more options to where you can shop. For example, if you have previously spent at Sainsbury’s, you will probably see a Waitrose offer available to you as well.

  • As an additional credit card holder, you must also have a Santander debit card or be the main account holder for another Santander credit card to be eligible for Retailer Offers. You must also be able to log on to your own Online or Mobile Banking, where you can switch on this service. If your only relationship with Santander is as an additional credit card holder, you will not be eligible for Retailer Offers.

  • To make sure you continue to receive any cashback earned through Retailer Offers, you would need to change your nominated account. To do this, please log into your Online Banking and select ‘view offers’ in the Retailer Offers display box or select ‘go to My Offers’>view offers >settings >change account. Alternatively log into your Mobile banking and select 'my offers'>settings>Change chosen account. The nominated account must be a Santander account, you can choose from the following eligible accounts:

    • Any Santander current account

    • Any Santander credit card account (if you are the main card holder)

    • An eSaver account

    • 1|2|3 Mini Account (in Trust) if you are named as the trustee

  • Yes, anything you have earned up until you switch off Retailer Offers will be paid into your nominated account as normal the next month. You can switch Retailer Offers off at any time using Settings.

  • We pay your cashback earnings into your nominated account on or shortly after the last business day of the month after you make your purchase. If you don't receive the cashback you’re expecting you can ring us on 0800 9 123 123. Lines open 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

  • From time to time you may receive an offer to earn cashback when you pay by Direct Debit.

     

    Once you've activated the offer you have 60 days to set up the contract with the provider and make 2 qualifying Direct Debit payments. Once the second monthly Direct Debit payment has been made, you qualify for the cashback, which will be paid at the end of the following month.

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.