Online Banking Guarantee

Safe and sound with Santander online

We‘re totally committed to protecting you when you use this web site. As you may know, internet security technology is very good these days. We can now confirm the identity of customers through the use of a Password and Security number that have been designed in accordance with financial industry standards and best practice. Furthermore, any information sent between you and Santander when using the Santander online service uses strong industry-standard security technology.

Our 'Online Banking' Guarantee

To give you real peace of mind though, in the unlikely event funds are taken from your account without your authorisation, we would pay you back any loss incurred from fraud, up to the value of the amount fraudulently taken. All we ask is that you have not acted fraudulently or without reasonable care to keep your security information safe. For more information about preventing fraud please visit our security page.

This is the essence of our 'Online Banking Guarantee' Santander.co.uk really is as safe as it is quick and easy.

Protecting you with technology

The information on our website is split into two types of area: 'freely accessible' areas and 'secure' areas. We don‘t mind who visits the freely accessible areas and we don't check on who does. None of your personal information is kept there, just general information about our products and services that anyone can have access to.

Your Password and Security number

The secure areas are where we do keep all that personal information, which is why you have to enter a Password and Security number before we can give you access. For example, you‘ll use the secure areas of our site when you access your Santander accounts online or apply online for an account.

You can identify secure areas by looking at the address in the top of your browser. An encrypted area's address will begin https:// rather than the usual http:// and you can also tell this by looking for the padlock symbol in the bottom right hand corner of your web browser.

On top of this, any information you submit online is protected by data encryption. The information is scrambled by your browser. e.g. Internet Explorer, and unscrambled when it gets to us. It cannot be read along the way.

You may come across the term 128-bit SSL (Secure Socket Layer) technology. This is the way the data is scrambled and unscrambled again at each end. The latest browsers have this built in – and it is automatically enabled unless you turn it off. To prevent problems viewing secure sites like ours, it‘s always a good idea to have the latest version of your browser installed. For more help, talk to our technical support line on 0845 600 4388. This line is open 7am until 11pm Monday to Saturday, and 9am to 9pm on Sunday.

Changing your Password and Security number

When you access your account online for the first time, we ask you to change your allocated Password and Security number. Use words and numbers you can easily remember, such as a place or name that you know, but make sure it’s only memorable to you. You can also include a number or two.

To be more precise, you must choose

• A Password made up only of letters and digits. It must be between 8 and 16 characters long.
• A Security number exactly 5 digits long.

To make your Password and Security number harder to guess, follow these rules

• You mustn’t choose a code that includes repeated characters (e.g. 11111, 1111aaaa).
• You mustn’t choose a sequence of codes that appear within your ID.
• You mustn’t include sequential characters (e.g. 12345. 1211109876543210)

One Time Password (OTP)

OTP is a security feature that uses your mobile phone to verify your identity when carrying out some online transactions for Banking and Savings accounts such as setting up a new payment. If you have registered to use the One Time Password, then you will be prompted to enter a code to complete the transaction. More information can be found by visiting our security page..

If someone finds out your codes…

If you think someone may know your Password or Security number you should change them immediately, and notify us at once by phoning 08459 724 724 or by visiting your local branch.

Our website‘s secure areas

We only request and display personal information about you and your accounts and dealings from a secure areas of our site.

Exactly the same security measures, including data encryption and passwords, apply to all our online application and transactional processes. In addition, these services are protected by 'firewalls' This technology monitors and prevents any unauthorised access to our computer systems (where personal data is kept) – which means unauthorised people cannot access account and personal details.

Our golden rules for safe online banking

To help you keep your online banking activity more secure, we recommend you follow some sensible rules:

Your Security Information

• Keep your security details safe at all times.
• Avoid writing them down.
• Never tell anyone what they are, even if you share a joint account with them. In fact, don‘t even tell a Santander employee.
• We might ask you to confirm certain digits from your password to identify yourself when you contact us, but we will never ask you to tell us the entire thing.

Your Security Information

• Try to keep your computer PC secure using anti-virus software and firewalls, and keep them up to date because new viruses are found all the time. Two popular packages are from McAfee ( http://www.mcafee.co.uk ) and Norton ( www.symantec.co.uk ). Install the latest security updates to your system software as they become available.
• Make sure you know who you are dealing with online. Always access the Santander e-banking service by typing in the exact bank address. Never enter a banking site via another link.

Email

• Don‘t send account details or personal details by internet email because there‘s always a risk it could be intercepted on the way.
• Do not reply to or follow links within emails asking for security information. Nobody needs to know them except you – not even us.
• Be wary of "spam" emails – especially those offering you the chance to make money and those originating from outside the UK. Spam emails are, at best, a nuisance - the electronic equivalent of junk mail - and at worst, sent by unscrupulous people trying to defraud you.

Using other computers

• When you access your accounts or apply online in a public place like an internet cafe, keep an eye on who‘s watching your screen.
• Never leave the computer alone while you are logged into the Santander e-banking service.
• Using a computer in an internet cafe or using a public Wi-Fi (wireless) internet connection poses some security problems. Always make sure you log off successfully when you have finished, close down your Internet browser once you’ve logged off. Simply disconnecting from the internet itself isn‘t enough. Learn how to avoid the risks by following this link; http://www.getsafeonline.org/nqcontent.cfm?a_id=1131
• For your added protection, if you have been inactive after 10 minutes online with us we will automatically log you off.
• eBanking customers are recommended to use programmes to wipe their hard drives before they sell or give away their PC. Please visit http://www.banksafeonline.org.uk/BankSafeOnline_DisposingofHardware.html for more information and advice.
• If you receive an email purporting to be from Santander and asking you to click on a link to / or to provide personal information about your account, do not follow the link or provide information. Please forward these emails to phishing@santander.co.uk and run an extra virus scan on your machine.

If you have any doubts about anything, please check your statements and let us know.

If you have any problems, remember our Technical Support Staff are here to help you. You can talk to them on 0845 600 4388. Alternatively, pop into a branch and ask a member of staff for advice.