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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • Payment Protection Insurance (PPI) is an insurance product that enables consumers to insure monthly repayments of credit products in the event they become ill or disabled, lose a job or face other circumstances that may prevent them from earning income to make their monthly payments.

     

    Payment Protection Insurance does not extend to policies that cover you in the event of death or critical illness. These are classed as Life or Critical Illness policies and do not offer the same cover as a Payment Protection Insurance.

  • Following a Supreme Court decision and new rules and guidance from the Financial Conduct Authority, you can now make a new type of complaint to us about the sale of your PPI policy.

     

    You could now receive some money back if we took a high level of commission on your PPI policy but did not tell you this when you bought it.

     

    A high level of commission typically means it was over half of what you paid for your policy. Generally we did not tell PPI customers about our commission at the point of sale, as we were not required to.

  • If you need an update, the best way is for you to call us on 0800 171 2171. Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.

     

    Please have your complaint reference number handy when you contact us.

  • If you employ a solicitor, claims management company or third party - e.g. a financial adviser – to handle your complaint, we'll investigate your complaint in the same way as when we deal with you directly. Please be aware that:

    • CMCs may charge an up-front fee or take a proportion of any payment you may be due

    • we don't charge to investigate your complaint

    • we're not liable for any fees you need to pay for a third party's services

    • if we agree with your complaint and we make a redress payment, we'll generally only make this payment directly to you.

  • At Santander we value the opportunity to resolve complaints as quickly as possible. So if you have any concerns, please get in touch with us first using any of the contact details in the ‘How to complain’ section above.
    If, for any reason, you're not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.

     

    We'll send you the full details of our decision in a ‘resolution letter’, including your right to refer your complaint to the Financial Ombudsman Service.

     

    The FOS acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. You can contact the Financial Ombudsman Service at:

     

    Phone: 0800 0 234 567 (free from fixed lines and mobiles).
    Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
    Web: www.financial-ombudsman.org.uk
    Email: complaint.info@financial-ombudsman.org.uk

  • You can contact us about your PPI policy whenever it was arranged. If you have any relevant information or documentation which may help us identify your policy please can you provide this to us.

     

    We will investigate any complaint received properly and fairly. Please be aware that if the account that the policy is linked to was cancelled over six years ago it is unlikely we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

  • We will acknowledge your complaint within 5 working days and in line with FCA requirements we aim to deal with your complaint within 8 weeks. When a decision is made we will write to you clearly explaining our decision. If we are offering you a refund we are committed to ensuring we make the payment within 14 days following receipt of your acceptance.

     

    We will keep you informed on the progress of your complaint. If we are unable to issue a final response within 8 weeks, we will write to you and let you know how we are getting on.

  • You do not need to provide us with copies of your paperwork in order to make a complaint. However, if you took out your policy some time ago, it may help us trace your policy details if you provide us with as much information as possible.

  • In cases where we determine the policy was miss-sold, we look to put you back in the position you would have been in had you never taken the policy.
    The redress paid will depend on many different factors including the type of PPI policy you held. The general principle followed when calculating redress is to return the premiums you have paid, along with interest charged on these premiums, plus 8% interest (this element of the compensation may be subject to income tax).

     

    Santander follows guidance provided by the Financial Conduct Authority and Financial Ombudsman Service

     

    Please note that individual circumstances may apply and these will be detailed in our final response letter.
     

  • We are committed to ensuring customers receive payments quickly, so once you have received your signed acceptance form, we will make any payment within 14 days from when we receive your acceptance form.

  • We will work with the Financial Ombudsman and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the Financial Ombudsman to deal with complaints as quickly as we can.

  • We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint.

     

    If we don't resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so.

     

    If you have any questions about your complaint, you can contact us on the details above.

  • We are not reopening complaints that have already been closed. When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (Financial Ombudsman). If you have new or different concerns, then we'll be happy to review those as part of any new complaint you raise with us.

  • We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and if we offer compensation, we will include the backdating of interest and payments, where appropriate.

  • Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy.

     

    Details of how to complain are provided above. It' easy for you to complain to us directly so you don't have to use a claims management company.

     

    We have a specialist PPI team who can take your call and log your complaint. Your complaint will be assessed in exactly the same way if you come to us directly and you won't have to share any compensation payment with a claims management company.

  • Full details of how we have calculated any offer of payment is included in our final decision letter.

     

    If you'd like us to explain this further you can call us on 0800 171 2171. Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.
     

  • You can determine whether you have or have not had PPI on unsecured loans, credit cards, mortgages or overdrafts by checking your policy document, loan agreement or statement.

     

    However, if you are unable to determine whether you have or have not had PPI by checking the documents detailed above, you can complete our online PPI query form. Alternatively you can check with our specialist team. Call us on 0800 171 2171. Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.

  • In October 2010 the British Bankers' Association (BBA) asked the Courts to review the recently published rules made by the Financial Conduct Authority (FCA) in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (Financial Ombudsman) on the handling of PPI complaints.

     

    Santander was not part of the Judicial Review and have continued to review PPI complaints throughout.

  • No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the steps described in your policy documents. Your cover is not affected.

  • You can also receive free advice and further information from:

     

    Financial Conduct Authority
    Which? PPI Reclaim Tool
    Citizens Advice Bureau.

  • The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019 by which time all PPI complaints will need to have been submitted.

     

    After this time, you will lose the right to have your complaint assessed by Santander or the Financial Ombudsman Service.

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.