Account changes

Changes to current accounts from 31 October 2018

What's changing?
In order to meet new regulatory requirements and to make account fees and charges clearer, we’re introducing new documents and detail for the cahoot current account. This detail will not impact the services or fees and charges on your current account, but rather make it easier for you to compare common charges and fees with those offered by other providers.
We will make things clearer by introducing a set of standardised terms for some of the most common services that may incur a fee. We will update our terms and conditions, website and other communications to reflect these standardised terms. A new glossary will be introduced to help you understand these terms, which will be available on request. You’ll see the same terms used across all banks from 31 October 2018.
To help you compare certain fees and charges for a specific account, we’ll be introducing a Fee Information Document. This will show the fees and charges that are linked to the most common services, making it easier for you to choose the right account for you.
In 2019 we’ll also be introducing a Statement of Fees. We’ll provide it annually so that you can see any fees and charges that you’ve incurred on your account, as well as any interest earned. The Statement of Fees will replace the Annual Summary we currently send you. 
The introduction of the standardised terms, glossary and Fee Information Document, as well as the replacement of the Annual Summary with the Statement of Fees, will not result in any change to the fees or charges, or the way you manage your account.

Changes for current account, savings and credit card accounts

A number of changes to the law and regulation have taken place, which impact some of the services on your account, allow you access to further services and help you better manage your account. This means there have been some changes to the services explained in your Terms and Conditions and we’ve also made them easier to understand, for example we’ve updated the layout in some places by putting the information into a table.

However we haven’t changed the meaning of the terms by doing this.

Although there have been a number of changes, if you continue banking in the same way you do today then you may not notice any differences.

More information about the changes is provided below.

Unless we state otherwise the changes applied from 13 January 2018.

Our updated General Terms and Conditions (pdf) and Online Banking Terms and Conditions (pdf)

New third party services

You can give permission to certain third party providers (TPPs), authorised by the FCA or other European regulators, to access information and to make payments from current accounts and cahoot savings accounts, as well as balance transfers from your cahoot credit card account.

1. You can instruct a TPP to tell us to make a payment on your behalf and we’ll treat any instruction from a TPP as if it was from you. You can’t stop a payment once you have authorised a TPP to make it. You should check with any TPP you allow to access your account that they are authorised to carry out the services they are offering.

2. You can instruct a TPP to obtain and hold data about your account. Once a TPP has your permission and has obtained your data, they will be responsible for the security of this data.

The TPP will only be able to have the same amount of access as you e.g. if your account is ‘view only’ online and you can’t make payments online, then TPPs will only be able to access account information and won’t be able to make payments. We may refuse to give access to a TPP, for example, if we believe there is a risk of fraud.

Cheque imaging and changes to cheque clearing

All UK banks are changing the way they process cheques. When a cheque is received by a bank, a digital picture will be taken and the cheque is sent electronically for payment.  

This means you’ll be able to get to your money sooner. For a cheque paid into your account on a working day, as long as it isn’t returned to us as unpaid, you’ll get the funds by midnight the next working day. An extra working day should be added for cheques paid in at the Post Office.  

A ‘working day’ means any day other than a Saturday, a Sunday or English public holiday. If you’re paying a cheque into your account the payment cut-off time will vary depending on how you pay the cheque in. Please note we don’t process cheques on non-working days.

We’re starting to make the changes now; but, because not all cheques will be managed in this way until the end of 2018, the current paper system will still be used alongside the new one.

If you’re writing a cheque: It’s important to make sure you have enough funds in your account, as cheques will be paid faster.

If you’re paying a cheque into a cahoot account: If the cheque is returned unpaid, we’ll send you an image of the cheque and you’ll need to request a new one or ask for payment by alternative means.

Other important changes

Delayed payments: Where a payment has been delayed because of our mistake, you can also ask us to contact the receiving bank and ask them to credit the payment as if it had been received on the correct date.

Payments received in error: We can return money sent by Faster Payments into your account by mistake and we don’t need your permission to do so. Our terms have been updated so that if a payment is made into your account by mistake, you agree that we may share all relevant information with the sending bank so that the payer can trace the money.

For CHAPS payments, if the sending bank (or the sender) has made a mistake we won’t take the money back out of your account without your permission.

If you don’t think that the payment has been made in error we’ll let the sending bank know.

Exchange rates for foreign currency payments: We’ve clarified that our exchange rates for foreign currency payments are based on our cahoot reference exchange rates for the relevant currency. We have different reference rates depending on the size of the transaction and whether the payment is being made into, or paid from your account.

Unauthorised transactions: If there is an unauthorised transaction that we are responsible for refunding then the maximum amount we can hold you liable for has been reduced from £50 to £35. We’ll still try to refund your account the same day that we are told about the unauthorised transaction but will have until the end of the next working day to do so if your account was in credit when the unauthorised transaction was made. If your account was overdrawn we’ll make the refund as soon as we are reasonably satisfied you are entitled to it.

Card payment changes: Where you agree to a card payment being authorised and don’t know the final amount of the transaction (e.g. checking into a hotel) we’ll only set aside the amount you’ve agreed to be authorised.

Foreign payment charges: Previously for some international payments you may have been given the choice of who pays the fees for the payment, you and the recipient may each pay your own bank’s charges or the recipient or you may pay them all. This choice won’t be available for any payments within the European Economic Area (EEA) in any currency and each party will need to pay its own bank’s charges.

Information about your account transactions (including statements): Our terms have been updated to reflect that we’ll continue to provide details of transactions in Online Banking, which you can save and print. We’ll also continue to provide you with current account statements as an eDocument in Online Banking.

Your information: Our terms will be updated to reflect that you give consent to us using your data to provide payment services to you. You can withdraw this consent, but if you do, we’ll stop providing payment services to you and may still use your data where we have lawful grounds to do so. We’ve also updated our terms to be clear that for joint account holders on the death of one of the joint account holders we may share information about the account with the deceased’s personal representatives.

Closing your account: Our terms have been updated to reflect we can close your account at any time without notice to ensure we don’t breach our legal and regulatory requirements.

Complaints: Some complaints about payments will be handled more quickly. We’ll update our complaints leaflet to reflect these changes. Our complaints leaflet is available on request and this information is also online at Your existing rights to refer any complaint to the Financial Ombudsman Service won’t be affected.

Keeping your mobile safe and security: We’ve updated our terms to reflect the importance of keeping your mobile and mobile device safe to protect your account from fraud. You must also comply with security procedures we tell you about from time to time.

Changing your Terms and Conditions: We’ve simplified the conditions around how we can make changes to fees, charges, interest rates and terms on your account to make them clearer. We’ll make changes to respond proportionately to things we can’t control or to reflect a change we’re making to our business.

We’ll always explain the impact of the change and you’ll be able to close your account before the change takes effect without any additional charge. We’ll still give you the same amount of notice as we do now. How much notice will depend on the type of account you have and the type of change.

Online Banking Terms and Conditions: We’ve also updated your Online Banking Terms and Conditions to make them clearer for you and to explain when we may ask you to verify certain transactions on your account. The updated Terms and Conditions are available on

Alerts Terms and Conditions: You can register for alerts to help you avoid charges for current accounts and manage your account. We’ve also moved the Alert Terms and Conditions into our cahoot General Terms and Conditions. We haven’t made any other changes to them.

These alerts are free, and will be sent by text message or email if we don’t have your mobile phone number. We’ll use the details you’ve already provided to us so it’s important we have your up-to-date mobile phone number and email address. You can let us know what these are through Online Banking or over the phone.

There are a variety of other alerts you may find useful. Details of these are available at You can change what alerts you receive in Online Banking or by calling us on 0800 587 1111

Transactional history effective from 2 February 2018: If you close your current account we’ll provide you with the ability to get payment transaction history for the 5 years prior to your account closure. You‘ll also be able to ask us for this information for up to 5 years after account closure. More information about this will be provided on our website and will be included on your closing statement.

Transferring your rights: You’re not able to transfer your rights under your cahoot account to someone else. This means for example you can’t use the funds on your account as security for money you borrow for someone else.

Changes for cahoot credit cards only

Credit Limit increases: You’ll be able to tell us if you only want your credit limit increased with your consent.

Balance Transfers: Balance Transfers are allowed to personal current accounts or savings accounts you hold with us or another bank, and can’t be used to pay off amounts you owe on any other card issued by a Santander Group company. We’ll contact you with further details if this is available to you.

We’ve also clarified when Balance Transfers will reach the receiving bank and set out your rights if a Balance Transfer goes wrong:

  • Where it is our mistake, we’ll restore your account to the state it would have been had the payment not been made. You can also ask us to contact the receiving bank and ask them to credit the Balance Transfer as if it had been received on the correct date.
  • Where you have given us incorrect details, we’ll use reasonable steps to recover the amount and are entitled to charge you a reasonable sum for doing this.

Account alerts: You’ll be automatically registered to receive an alert when nearing your credit limit to help you avoid fees, and we’ll send you other messages to notify you of certain activity on your account. These will be sent via email, text message, both or by letter and where not required for regulatory purposes, we’ll give you the option to opt out. You can opt out via Online banking or by calling us.