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Frequently asked questions

Answers to your questions

Frequently asked questions - general

  • The accounts you can give access to will vary depending on the TPP offering the service.

     

    For those TPPs who get your consent by redirecting you to Santander, you could give them access to your:

     

    • Personal current accounts, including joint accounts.
    • Business current accounts

     

    TPPs who you share your Online Banking log on details with will be able to see information about your other accounts accessible in your Online Banking.

  • This should be made clear to you by the TPP when you are agreeing to use their services. In some instances it may be limited to 90 days.

     

    In all cases you can withdraw your consent at any time. For more information see the ‘How do I withdraw my consent’ question below.


    For payment initiation services, your consent will be required every time a TPP initiates a payment on your behalf. The payments will normally come out of your account straight away, although they can take longer (up to 90 days).

  • You can withdraw and manage your consents at any time in Online Banking. Simply log on, choose ‘Account Services’ then click on ‘Third party providers’ from the menu.

     

    If you’ve provided a TPP with your Online Banking log on details, requesting new ones might be the only way to ensure the access is no longer possible.

  • You should contact the TPP directly. Once you have authorised the payment, we won’t be able to stop it.

     

    The payments will normally come out of your account straight away, although they can take longer (up to 90 days).
     

  • You should check your accounts regularly and if you notice any payments you do not recognise, contact us immediately.


    You can call us on 0800 9 123 123, between 7am - 9pm Monday to Saturday and 9am - 9pm on Sunday. If you are a business customer, you can call us at 0800 731 6666, between 8am - 9pm Monday to Friday and 8am -2pm on Saturday.


    For more information about responsibility for unauthorised transactions please see the terms of your Santander account. They can be found on the relevant Santander product page, within the ‘Terms & Conditions’ tab.

     

  • No. The payments initiated by these companies are faster payments linked to your current account. Any cashback benefits associated with your cards, including Retailer Offers, will not apply.

     

    Retailer Offers is not available to business banking customers.
     

  • For more information you may want to visit:

     

    The Open Banking and the Financial Conduct Authority websites.

     

    To see what these changes to the law and regulation mean for your accounts, go to the ‘Third party services’ tab on these pages:

     

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.