Santander (UK) Customer FAQ

Santander will never ask you for your full security details, like PIN and One Time Passcodes in a message or a call. If you receive a call claiming to be from Santander and you're not sure, it's best not to provide any details. Instead, hang up and call Santander back on their official customer service number listed on their website or on the back of your bank card. This way, you can be sure you're speaking with a genuine Santander representative.

To pay online with your new Santander (UK) credit card, first ensure your card is activated. You'll need your credit card number, expiry date, and the three-digit security code on the back. At the checkout page of the online store, select 'credit card' as your payment option. Input your card details as requested. The website may also require your billing address. Some websites use additional security measures like Verified by Visa. If prompted, follow the instructions provided. We recommend making sure the website you're using is secure before providing your details (the URL should start with 'https').

We understand that not being able to receive your OTP can be challenging. If you're in Canada and can't receive your OTP, it may be due to your network service provider not supporting international messages. Unfortunately, Santander UK does not have control over this. It may help to reach out to your network service provider or consider using a UK mobile number while trying to access your Santander UK account. Furthermore, remember never to share your OTP with anyone as Santander will never request it. Always ensure you keep your account details and personal information secure.

If you're locked out of your Santander online banking, the first thing you should do is try the 'Forgotten your details' process to recover your details. Once you've regained access, you can update your postal address in the 'My Details & Settings' section. Click on 'Change Address' in the 'Your Details' menu, and follow the instructions. Please note that changes might take a few days to process. You'll also need to ensure that any joint account holders are aware of the change as all correspondence will be sent to the new address.