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Your personal data rights explained

Your personal data rights explained

Your personal data is protected under Data Protection legislation, and as a consequence you have a number of rights that you can enforce against us as your Data Controller. 

If you’re a Business Banking customer and would like to discuss your personal data rights, call us on 0800 731 6666 or contact your Relationship Team.

  • This right refers to having your personal data corrected if it’s inaccurate, or to have any incomplete personal data completed.

     

    To request a right to rectification you can contact us:

    Contact Us

    By phone
    Banking, Savings, Credit Cards
    Call us on 0800 9 123 123.
    Mortgages
    Call us on 0800 917 5630.
    Loans
    Call us on 0800 876 6386.
    Business Banking
    Call us on 0800 731 6666.
    Business Banking Credit Cards
    Call us on 0800 218 2345.
    Investments

    Call us on 0800 328 1328.
    Premium Investments

    Call us on 0800 678 3783.
    Santander Select
    Call us on 0800 032 3323.
    Santander Private
    Call us on 0800 011 3507.

     

    To maintain a quality service we may maintain or record phone calls for training and security purposes.

     

    Using Online Banking
    Log on to your Online Banking and update your details in 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
    • You’ll need to enter a One Time Passcode (OTP) to complete this change, so make sure you have your mobile phone to hand. Please note: you must never share a Santander OTP with another person, not even a Santander employee.

     

    In branch
    Complete a ‘Change of details form’ and take the form to your nearest branch together with relevant account documentation - your cash card, passbook or certificate and a signature-bearing identification, such as a full UK driving licence or valid EEA passport (this includes UK passports).
    You can:
    • Print off the ‘Change of details form’ from santander.co.uk
    • Request a copy of the form by calling us on 0800 9 123 123
    • Collect a form from your nearest branch. Find your nearest branch

     

    By post (Business Banking customers only)
    Complete a ‘Change of details form’ from santander.co.uk and return to us at the address below.

     

    Santander Business Banking
    Bridle Road
    Bootle
    L30 4GB

  • In certain circumstances you can object to the processing of your personal information.

     

    To object to the processing of your personal information for marketing or market research, please refer to the ‘Changing your marketing preferences’ section.

     

    If you object to the processing of your personal data for any other reason, it may mean we can’t provide certain products and services to you.

     

  • You can ask us to restrict processing your data, for example where: 

    • you’re contesting the accuracy of your personal data;
    • we no longer need to process your personal data, but you want us to keep it for use in legal claims; or
    • you’ve objected to the processing by asking us to stop using your data, but you’re waiting for us to tell you if we have overriding grounds which mean we’re allowed to keep on using it.

     

    If the right applies, this means with the exception of storage, your personal data can only be processed by us with your consent or for certain things such as legal claims or to exercise legal rights.

     

    If you request that we restrict the processing of your personal data it may mean we can’t provide certain products and services to you.

     

    To request a right to object to, or restrict processing you can contact us:
    By phone
    Banking, Savings, Credit Cards, Insurance
    Call us on 0800 9 123 123.

     

    Mortgages
    Call us on 0800 917 5630.

     

    Loans
    Call us on 0800 876 6386.

     

    Business Banking
    Call us on 0800 731 6666.

     

    Business Banking Credit Cards
    Call us on 0800 218 2345.

     

    Investments
    Call us on 0800 328 1328.

     

    Premium Investments
    Call us on 0800 678 3783.

     

    Santander Select
    Call us on 0800 032 3323.

     

    Santander Private
    Call us on 0800 011 3507.

     

    To maintain a quality service we may maintain or record phone calls for training and security purposes.

     

    In branch
    Visit us in branch if you would like to speak to one of our team in person.

     

    Please bring along an identification document, for example your cash card, passbook or certificate, and a signature-bearing identification, such as a full UK driving licence or valid EEA passport (this includes UK passports).

     

    Find your nearest branch or call us on the relevant number above.

  • In the circumstances below you can ask us to delete your personal data. Where the right doesn’t apply we’ll let you know why we can’t action your request.

     

    This right may be applied where:

    • personal data is no longer necessary in relation to the purpose for which it was originally collected/processed;
    • the processing was based on your consent which you withdraw (and there are no other legal grounds for processing that data);
    • you exercise your right to object and there are no overriding legitimate grounds for the processing; or there is no lawful reason to retain personal data or if the personal data has to be erased to comply with a legal obligation.

     

    By phone
    Banking, Savings, Credit Cards, Insurance, Mortgages, Loans, Business Banking, Business Banking Credit Cards, Investments, Premium Investments, Santander Select, Santander Private
    Call us on 0800 9 123 123.

     

    To maintain a quality service we may maintain or record phone calls for training and security purposes.

     

    In branch
    Visit us in branch if you would like to speak to one of our team in person.

     

    Please bring along an identification document, for example your cash card, passbook or certificate, and a signature-bearing identification, such as a full UK driving licence or valid EEA passport (this includes UK passports).

     

    Find your nearest branch or call us on the relevant number above.

  • You can ask us to provide you with a copy of certain personal data in a structured, commonly used, machine-readable format. This right only applies to personal data that you’ve previously provided to us, we process electronically and we’re processing based on your consent or to perform a contract with you.

     

    If you request a right to portability on a joint account, and you’re an account owner, trustee, registered contact or holder, you’ll receive your own personal data, and any transactional data linked to that account. Other account users (i.e. beneficiary or additional member) will only receive their personal data and won’t receive any transactional data. All account users will need to make a separate request for their data.

     

    To request a right to portability you can contact us:
    By phone
    Banking, Savings, Credit Cards, Insurance, Business Banking, Business Banking Credit Cards, Investments, Premium Investments, Santander Select, Santander Private
    Call us on 0800 917 9170.

     

    Mortgages
    Call us on 0800 917 5630.

     

    Loans
    Call us on 0800 876 6386.

     

    To maintain a quality service we may maintain or record phone calls for training and security purposes.

     

    In branch
    Visit us in branch if you would like to speak to one of our team in person. Please bring along an identification document, for example your cash card, passbook or certificate, and a signature-bearing identification, such as a full UK driving licence or valid EEA passport (this includes UK passports).

     

    Find your nearest branch or call us on the relevant number above.

  • If you’d prefer not to receive up-to-date information on our products and services, or to be included in market research, you can indicate this by updating your marketing preferences at any time.

     

     

    To opt-out of marketing and market research you can contact us:
    By post
    Write to us at the address below - providing your name, address and account number and in case we need to talk to you, your phone number and a convenient time for us to discuss your request.

    Santander UK plc
    Freepost MK1482
    Milton Keynes
    MK9 1LZ

    (no stamp required)
     

    Contact Us

    By phone
    Banking, Savings, Credit Cards
    Call us on 0800 9 123 123.
    Mortgages
    Call us on 0800 917 5630.
    Loans
    Call us on 0800 876 6386.
    Business Banking
    Call us on 0800 731 6666.
    Business Banking Credit Cards
    Call us on 0800 218 2345.
    Investments

    Call us on 0800 328 1328.
    Premium Investments

    Call us on 0800 678 3783.
    Santander Select
    Call us on 0800 032 3323.
    Santander Private
    Call us on 0800 011 3507.


    To maintain a quality service we may maintain or record phone calls for training and security purposes.
     

      In branch
    Visit us in branch, if you’d like to speak to one of our team in person. Find your nearest branch
     
  • If you receive marketing emails or SMS and don't want to in future, please use the unsubscribe link within the email or text STOP to end SMS messages and we’ll remove you from all future campaigns.

  • If you open an account with us, your information will be kept after your account is closed. Your information may be shared across the Santander Group or associated companies, service providers or agents for administration purposes to:

    • provide and run the account or service you have applied for, and develop and/or improve our products and services;
    • identify and advise you by post, telephone or electronic media (including email and SMS) of products or services which our group of companies and our associated companies think may be of interest to you (for credit products this may involve releasing your details to a credit reference agency); and
    • release your name, address and telephone number to market research organisations for the purpose of confidential market research surveys, carried out by post or telephone, on our behalf.
  • We always strive to provide you with the best products and services. Unfortunately things can sometimes go wrong, but telling us about errors or oversights will give us the chance to fix things for you and make long-term improvements to our services.
     
    The easiest and quickest way to get in touch about a complaint is by talking to our dedicated Complaints Team.

     

    To talk to our dedicated Complaints Team you can contact us:

    Contact Us By phone
    Call us free from a UK landline on 0800 171 2171.

    To maintain a quality service we may maintain or record phone calls for training and security purposes.
     

    In branch
    Visit us in branch if you would like to speak to one of our team in person. Find your nearest branch

     

    Using Online Banking
    Log on to your Online Banking and use our secure messaging service, providing as much detail as possible about what’s gone wrong, along with your name, address, account number, telephone number and a convenient time for us to discuss your complaint.
     

    By post
    Write to us at the address below, providing as much detail as possible about what’s gone wrong, along with your name, address, account number, phone number and a convenient time for us to call you to discuss your complaint.

     

    Complaints 
    Santander UK plc 
    PO Box 1125
    Bradford 
    BD1 9PG 
     

    You can take a look at our complaints leaflet, which will give you more information about how to complain, and how long it should take.
    Complaints leaflet

     

    You may also be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. You can find out more information at financial-ombudsman.org.uk

     

    Alternatively, if you originally purchased your product with us online, you could submit your complaint through the European Commission’s Online Dispute Resolution website. The European Commission may ultimately forward your complaint to the Financial Ombudsman Service. You can find out more information at ec.europa.eu/odr

  • You have the right to find out what information, if any, is held about you. This is known as a data subject access request. 

     

    A data subject access request is not designed to deal with general queries that you may have about your account. We therefore aim to provide you with the information you require without you having to make a formal request. If you would like to find out specific information about your account, you can contact us by phone or in branch.

     

    To make a formal data subject access request you can contact us:

     

    By post
    Write to us at the address below, providing:

      • a daytime phone number in case we need to contact you to discuss your request;
      • your sort code and account number(s); and
      • detail on whether your request relates to a specific part of the company, for example a branch or Head Office department.

     

    If your request doesn’t relate to an account, please let us know the nature of your relationship with Santander and any other relevant information

     

    Subject Access Requests
    Santander UK plc
    PO BOX 1111
    Bradford
    BD1 9NQ

     

  • In some instances we’ll undertake automated processing and decision-making to decide which of our other products or services might be of interest to you. You have a right not to have a decision made based solely on automated processing (including profiling) that produces legal or similar effects. This doesn't apply where the processing is necessary for the performance of a contract, is authorised by law, or the person has given their consent to the processing (though they can revoke their consent thereafter). 

     

    Where you have been inadvertently affected by an automated decision, and/or you think we have made a mistake, or you have further information to support your case, there is an underwriting process in place. We can’t guarantee to reverse a decision, but we’ll always be happy to reconsider your application if you believe you have been wrongly declined.

     

    To ask us to reconsider your application you can contact us:

    By post
    Write to us at the relevant address below, providing your name, address, phone number and a convenient time for us to call you to discuss your request.

     

    Application Review Department
    Credit Operations
    Carlton Park
    Narborough
    LE19 0AL

     

    Business Banking
    The Appeals Officer
    Santander Business Banking
    Bridle Road
    Bootle
    Merseyside
    L30 4GB

     

    Mortgages
    To discuss your application, contact your Mortgage Advisor. You’ll be required to provide a detailed budget planner and three full months’ bank statements.

    If your application was made through a financial advisor who recommended us to you, please contact them initially and they’ll arrange for your case to be reviewed.

     

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.