Customer needs information

Our specialist teams can support you when you're dealing with life events you don't expect.

Our Financial Support team is trained to help if your situation changes, say you get ill or lose your job. It can offer you help to budget and manage your accounts.

Money worries? Our Collection team can help you make arrangements to pay off debt in a way you can afford. It can connect you with specialist debt advice services, like the Money Advice Service, PayPlan, and StepChange. Money worries for information and guidance.

Our Bereavement Service offers support after someone you love dies. You can tell us they've died by phone, or in a Santander branch. 

Getting cash

All Santander cash machines work with contactless cards. To draw cash, you just tap your card and enter your personal identification number (PIN). They also have voice guidance to help you if your vision is impaired. Just plug in your headphones and Santander will talk you through your transaction. Santander will also give you the choice to turn the screen off.

Accessing information

We can write to you in Braille, in large print and on coloured paper.

Account alerts

We'll send you free alerts when:

• you make a payment that may take your account into an unarranged overdraft
• you make a payment that may take your account into an arranged overdraft
• we intend to refuse a future payment due to a lack of funds
• we refuse a payment due to lack of funds.

We’ll send these alerts before your account's charged so you have time to pay in money to avoid or reduce these charges. We’ll send these alerts by text, push notification, and/or email, so it’s important you tell us if your mobile number or email address changes.

You'll be automatically registered for these alerts. You can manage your alerts settings at any time by using Online Banking. For more information, visit our account alerts page.

Need more help? Please contact us

Letting someone else help you use your account

We can support you to set up a Power of Attorney or deputy on your account. This would allow someone you trust to manage your finances on your behalf. Visit our Power of Attorney page for more information.

Our contact centre can help deal with unexpected life events. You can also contact us by sending a secure message through online banking. Or, use our automated telephony service to get account balances without having to speak to someone.

If you think you’ve been a victim of fraud, you can call us 24/7 on our emergency helpline.