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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • You can use your contactless card on London Buses, the tube, tram, Docklands Light Railway (DLR), London Overground and National Rail services that accept Oyster.

     

    To pay with contactless, simply touch the card reader with your contactless card - when you hear the beep, and/or see a green light, your payment is complete in the same way as for Oyster. Make sure you pay the right fare by touching the reader with the card you want to pay with as you board a bus or tram and at the start of all journeys on the tube, DLR, London Overground and National Rail and again at the end of the journey. Daily and Monday to Sunday capping is applied to journeys made using your contactless card.

     

    Please note: If you pay with a contactless card you will be charged a full adult fare, concessions (such as Student, 60+) will not be applied.

     

    It’s important to use the same contactless payment card for all your journeys. If you touch in on a yellow card reader with one contactless payment card and touch out with a different card, you could be charged two maximum fares for two incomplete journeys. Using different cards to pay for travel also means that you won’t be able to benefit from capping. If you think you have made an incomplete journey you can sign up for an online TfL account to be able to view up to 12 months of journey and payment history or you can call TfL Customer Services on 0343 222 1234.

     

    For help where the incorrect card has been charged, please call TfL Customer Services on 0343 222 1234.

  • You should let us know as soon as possible by calling 0800 9 123 123. If your card is lost or stolen, you’re protected against fraud provided you let us know as soon as you realise your card is lost or stolen and you have taken the proper precautions to keep your card and security details safe, as outlined in our terms and conditions.

     

    Lines are open 24 hours a day, 7 days a week.

  • Yes, you can use your contactless card abroad just as you can in the UK. Contactless transactions will be accepted whenever the Contactless Indicator is displayed. The contactless transaction limit may vary depending on local limits.

  • No, you can use your contactless card as many times as you’d like each day, but each transaction must be £30 or less. Every so often we may ask you to enter your PIN as a security measure to verify that you, the authorised cardholder, are still in possession of the card.

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.