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Santander Online Banking

The Santander Online Banking service is the easiest way to carry out a whole range of banking services from the comfort of your home or from work. For further information on using this service, you can use the content in this document to refer to our Frequently Asked Questions.

Frequently Asked Questions

Forgotten your ID?

If you have forgotten your ID please contact us on 0845 972 4724. This line is open from 7am until 11pm from Monday to Saturday and 8am to 10pm on Sunday. Business Banking customers please phone 0845 607 0666. This line is open 7.30am - 9pm Monday to Friday and 8am to 1pm on Saturday.

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Where do I enter my Passcode or Registration number?

For improved security, we have changed the way you log on to Online Banking. On the first screen you will be asked to enter your ID and on the second you should enter your Passcode and Registration number or Customer PIN.

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Where do I enter my Password or Security number?

On the first screen, you will be asked to enter your Personal ID and on the second screen you should enter your Password and Security number.

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How secure is the Santander Online Banking service?

At Santander we offer you a Online Banking Guarantee. We take security very seriously and place the highest of priorities on protecting customer information. The identity of customers using the Santander Online Banking service is confirmed through the use of multiple security credentials, which have been designed in accordance with financial industry standards and best practice. All information passed between Santander and customers using the Santander Online Banking service is sent using strong industry standard encryption technology.

What's more, we will cover any fraudulent losses from use of the Santander Online Banking service - guaranteed. Just as long as you have taken the necessary safeguards to keep your security details secret, and haven't deliberately involved yourself in fraud.

If you have any questions about this, please contact our technical support line on 0845 600 4388 which is open from 7am until 11pm from Monday to Saturday, and 9am to 9pm on Sunday.

For Business Banking technical help please phone 0845 607 0666. The lines are open 7:30am - 9pm Monday to Friday and 8am to 1pm on Saturday.

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Can I have a demonstration of how the Online Banking service will work?

You can find a demonstration of the service on our web site - www.santander.co.uk.

Once logged on you can also see answers to Frequently Asked Questions in our Help Centre.

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Is there a charge for using Santander's technical support line?

The only cost of using the Santander technical support line is the cost of a local rate telephone call (mobile phone tariffs may differ). If you have any technical questions about using the Santander Online Service please phone 0845 600 4388, which is open from 7am until 11pm Monday to Saturday, and 9am to 9pm on Sunday.

For Business Banking technical help please phone 0845 607 0666. The lines are open 7:30am - 9pm Monday to Friday and 8am to 1pm on Saturday.

To help us improve our service we may record or monitor phone calls.

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I am experiencing difficulties using the Santander Online Service, who can help me?

If you are experiencing difficulties using the Online Banking service please phone our Online Banking Helpdesk on 0845 600 4388. This line is open from 7am until 11pm Monday to Saturday, and 9am to 9pm on Sunday (if calling from outside the UK please dial 0044 1908 238 013).

For Business Banking technical help please phone 0845 607 0666. The lines are open 7.30am - 9pm Monday to Friday and 8am to 1pm on Saturday.

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How do I contact you if I have any queries about my online accounts?

A full list of contact details can be obtained in the 'Contact details' section once you have logged on.

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If I have a joint account can we both access the 'My Accounts' home page?

Each joint account customer will be sent their own Personal ID (if applicable), Passcode and Registration Number so they can access this service on an individual basis*.

* Note: Some customers may have a Customer ID and Customer PIN instead.

If you are an existing Online Banking user new products will be automatically made available when you log on.

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How do I change my log on details?

If you log on with a Personal ID, Passcode and Registration number:

You can change your Personal ID, Passcode and Registration Number at any time in the 'My Details & Settings' tab. We strongly recommend you change your Personal ID to something you can easily remember.

If you log on with a Customer ID and Customer PIN:

You can change your Customer ID and Customer PIN at any time in the 'My Details & Settings' tab.

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How do I register to view my accounts online?

Once you have registered for the Santander Online Banking service any accounts you have with us will be displayed when you first logon. You will have the choice to show or hide individual accounts available to view from the 'My Accounts' page, and can update this view at any time.

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Security & log on

Using the Santander Online Banking service

We would recommend that you use this service from your own PC. If you use an internet Café, a networked PC or a shared PC, you should be aware that your personal information may be stored in the memory of that PC.

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Our Online Banking Guarantee

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 confirm the identity of customers through the use of multiple security credentials 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.

Be assured that your money is safe when you bank online, thanks to our Online Banking Guarantee. In the unlikely event funds are taken from your account without permission, we will pay 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 yourself or without reasonable care to keep your security information safe. For more information about preventing fraud please visit our online security page

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Personal ID

This may be referred to as your Customer ID or Personal ID.

If you are still using your 16-digit card number as your ID, you may change this to an easier to remember ID once you have logged on.

For online servicing of Bradford & Bingley online savings accounts, Sharedealing, Premium investments, see the 'Log onto other Online Services' section at the bottom of the page.

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How do I change my log on details?

If you log on with a Personal ID, Passcode and Registration number:

You can change your Personal ID, Passcode and Registration Number at any time in the 'My Details & Settings' tab. We strongly recommend you change your Personal ID to something you can easily remember.

If you log on with a Customer ID and Customer PIN:

You can change your Customer ID and Customer PIN at any time in the 'My Details & Settings' tab.

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I have forgotten my security details

If you have forgotten your log on information you can contact us on 0845 972 4724. After we have confirmed your identity we will send out new security details to your registered home address. This line is open from 7am until 11pm from Monday to Saturday and 8am to 10pm on Sunday.

Business Banking customers please phone 0845 607 0666. This line is open 7:30am - 9pm Monday to Friday and 8am to 1pm on Saturday. If you have only forgotten your ID, click the 'Forgotten ID' link on the Enter ID page.

If you are an e-mortgage customer and have forgotten your log on information you will need to contact us on 0845 600 0346. After we have confirmed your identity we will send out new security details to your e-mortgage registered home address. This line is open from 8am until 7pm from Monday to Friday and 9am to 2pm on Saturdays.

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Why do I need to choose an Image and Phrase and how will they be used?

Dependent upon the version of Online Banking you are using you may be asked to select an Image and Phrase, this is to enhance your online security.

On every subsequent log on, after you have entered your ID, we will identify ourselves to you by showing you your unique image and phrase combination. Only when you see the combination that you chose, should you enter your other security details. If your image and phrase are not shown, it may indicate that you are not on a genuine Santander site and thus you should NOT enter your security details.

Pease note this is only applicable if you have been asked to select an image and phrase.

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How do I change my image?

Please note this is only applicable if you have been asked to select an image and phrase.

To change your image click the 'My Details and Settings' tab and then 'Change Image' from the 'Security Settings' menu.

Your current image is displayed on this page. If you wish to change it, select an image category from the drop-down menu and click 'Go'. Next pick a new image from those displayed below and click 'Continue' to move to the next step. If you are happy with the new image you have chosen click 'Confirm' to save your new choice.

The next time you log on to Online Banking your new image will then be shown to you, together with your phrase which is part of the security measures we use to reassure you that you are on the genuine site.

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How do I change my phrase?

Please note this is only applicable if you have been asked to select an image and phrase.

To change your phrase, click the 'My Details and Settings' tab and then 'Change Phrase' from the 'Security Settings' menu. Enter your current phrase, followed by a new phrase and then select 'Continue'.

Your new phrase should be one of your choosing that is between 6 and 16 characters and can be a mix of letters and numbers. This should not describe your image and should not be any of your other security details.

Your old and new phrase are displayed on this page. Check that the new phrase is correct and click 'Confirm' to save it.

The next time you log on to Online Banking your new phrase will then be shown to you, together with your image which is part of the security measures we use to reassure you that you are on the genuine site.

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Why are you asking me to provide answers to additional security questions?

Dependent upon the version of Online Banking you are using you may be asked to answer additional security questions. These are to further increase the security of your Online Banking.

You will be asked to answer three of the following questions:

  • What is your place of birth (e.g. town/city/country)?
  • What is the name of your first school?
  • What is the name of your secondary school?
  • What is your mother´s middle name?
  • What is your father´s middle name?
  • What is your maternal grandmother´s first name?
  • What is your maternal grandfather´s first name?

Once you have set up your additional security questions we will only prompt you to answer one of them if we do not recognise the device you are logging on from.

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Forgotten the answer to your additional security question?

Dependent upon the version of Online Banking you are using you may be asked to answer additional security questions. When you first registered for online banking, we asked you to provide answers to one or more of the questions below:

  • What is your place of birth (e.g. town/city/country)?
  • What is the name of your first school?
  • What is the name of your secondary school?
  • What is your mother´s middle name?
  • What is your father´s middle name?
  • What is your maternal grandmother´s first name?
  • What is your maternal grandfather´s first name?

If we do not recognise the device you are logging on from, we will prompt you to enter one of these questions.

If you are still unable to remember the answer to the additional question asked, simply contact our online banking helpdesk on 0845 600 4388 (lines are open 7am-11pm Mon-Sat and 9am-9pm Sun).

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Log off

A 'Log off' button is provided on every screen within the Santander Online Banking service. When you wish to end your secure session always use this 'Log off' button to make sure your secure session is ended correctly. Disconnecting from the Internet will not automatically log you off and we recommend that you use the 'Log off' button to ensure you are logged off correctly.

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Managing accounts

Viewing your accounts

When you log on this page allows you to view your balances and available funds at a glance. You can access other online services by clicking on the relevant account name as well as controlling which of your accounts you see on this page each time you log on.

For your convenience you can print this page using the print button.

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Viewing your Business Banking accounts

If you are a business customer your signature rights on the account will determine the access that you have. If you have full transactional access on the account then you will be able to transact online. If you do not have full transactional access, e.g. the account requires two signatures to operate then you will have 'View only' access online.

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Moving money between accounts

You can move money between your Santander accounts easily. Dependant upon the version of Online Banking you use you must click on one of your accounts after which you will see a menu choice called 'Move money', whilst other users will be able to use the 'Quick Transfer' facility.

Choose the account you wish to move money from and the account you want to move it to followed by the amount. Then select the date you want the payment to leave your account. Transfer between your accounts should take place immediately.

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Updating contact details

Contact Details

When you access Santander Online Banking for the first time you will be asked to supply some personal details in case we need to contact you. At a minimum you must supply your email address and a telephone number. Details given here will not change any information on your accounts.

Please remember that if you change your name or address, you must let us know, and can do this in a number of ways dependant upon the version of Online Banking you use.

If you have a 'Contact us' link at the top of the screen throughout the site click this to find the appropriate telephone number to call. Other users will be able to make this change online by going to the 'My Details and Settings' tab and selecting 'Change address'.

Business Banking customers please phone 0845 607 0666 to update your details. To help us improve our service we may record or monitor phone calls.

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Using your email address

When filling in your contact details we ask that you supply your email address. On occasions we may use this to notify you of any important information that may affect one of your accounts or the way you use Online Banking.

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