Service quality information

 How and when you can contact us to ask about the following things

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.

¹Webchat for internet banking is not available at this time but you can send us a Secure Message through our Online Banking service or contact us on the number above within the hours specified.

²There is no mobile banking app available at this time but you can contact us on the number above within the hours specified.

Bank Holidays, including Christmas Eve and New Year’s Eve 8am to 5pm.

Closed Easter Sunday, Christmas Day and New Year’s Day.

Closed Sunday.

How and when you can use your bank account to do the following things

Note: This is a list of common queries. It does not represent a full list of actions you can raise in relation to your account. 

¹Required for at least the previous 90 days

²Only available for last 10 transactions

 Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

¹the numbers shown are the total number of incidents reported by Santander UK and include cahoot, Santander personal current accounts and Santander business current accounts
Important notes on incidents preventing our customers from using our payment services:
The ‘number of incidents reported’ can include incidents that didn’t impact any of our servicing channels (Telephone, Mobile, Internet Banking) and didn’t prevent customers from using our payment services.
An incident that impacts more than one part of our business (Telephone, Mobile, Internet Banking) will only count as one reportable incident in the ‘number of incidents reported’, meaning the total number of incidents reported to the FCA may differ to the sum of the incidents impacting our servicing channels (Telephone, Mobile, Internet Banking).

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available here¹

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/

¹The volume of complaints for cahoot is reported in the total number of complaints for Santander 

Pricing information about personal current account overdrafts

What is the interest rate being charged on our products? 

How do our overdrafts compare?

A good way to compare the cost of our overdrafts with overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year. Information about overdraft pricing in the period between 1 January 2024 and 31 March 2024.

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

• the same day for 0% of customers,
• on average, in 4 days, and
• within 5 days for 99% of customers.