Business service quality information
The Financial Conduct Authority requires us to publish the following information about our business current accounts:
- How to get help and support
- How to carry out common tasks
- Information about our incidents
- Information about our complaints
- What you’ll need to open a current account
- How to open a current account
- Account opening information
- Replacing a lost, stolen or stopped debit card
How to get help and support
How and when you can contact us to ask about the following things:
| 24 hour help? | Telephone | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | General enquiries: 0330 123 9860 To apply call us on 0330 678 2509 to book an appointment in branch. | www.santander.co.uk/business1 | Customers who access their Online Banking using the Business tab can download our Business Banking mobile app4 here Available 24 hours every day | |
| Checking the balance and transactions | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Sending money within the UK, including setting up a standing order | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Sending money outside the UK | No | 8am to 8pm Mon to Fri 8am-2pm Sat1 | Not possible2 | Not possible3 |
| Paying in a cheque | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Cancelling a cheque | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Cash withdrawal in a foreign currency outside the UK | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| A Direct Debit, or allowing someone to collect one or more payments from your account using your debit card number | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Third party access to an account, for example under a power of attorney | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Problems using internet banking or mobile banking | No | 0330 123 9806 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Reporting a suspected fraudulent incident or transaction | Yes | 0330 123 9860 or 0800 011 3414 (freephone) | Not possible2 | Not possible3 |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
| Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | No | 8am to 8pm Mon to Fri | Not possible2 | Not possible3 |
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
1Closed Bank Holidays, including Easter Sunday, Christmas Day and New Years Day.
Open Easter Monday 8am to 2pm, Christmas Eve and New Years Eve 8am to 6pm.
2Webchat for Online Banking is not available at this time but you can contact us on the number above within the hours specified.
3Live chat for Mobile Banking is not available at this time but you can contact us on the number above within the hours specified.
4If you’re a Corporate & Commercial customer you can use Online Banking but not the mobile app.
How to carry out common tasks
How and when you can use your bank account to do the following things:
| Telephone banking | Internet banking | Mobile banking | |
|---|---|---|---|
| Checking the balance | 0330 123 9860 Available 24 hours every day | Available 24 hours every day | Customers who access their Online Banking using the Business tab can download our Business Banking mobile app1 here Available 24 hours every day |
| Accessing a transaction history | Not possible | Available 24 hours every day | Customers who access their Online Banking using the Business tab can download our Business Banking mobile app1 here Available 24 hours every day |
| Sending money within the UK | Not possible | Available 24 hours every day | Customers who access their Online Banking using the Business tab can download our Business Banking mobile app1 here Available 24 hours every day |
| Setting up a standing order | Not possible | Available 24 hours every day | Customers who access their Online Banking using the Business tab can download our Business Banking mobile app1 here Available 24 hours every day |
| Sending money outside the UK | Not possible | Available 24 hours every day | Not possible |
| Paying in a cheque | Not possible | Not possible | Not possible |
| Cancelling a cheque | Not possible | Not possible | Not possible |
Note: This is a list of common queries. It does not represent the full list of actions you can raise in relation to your account.
1Those who access their Online Banking using Corporate & Commercial do not have access to our mobile app
Information about our 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.
| In the 3 months between 1 July 2024 and 30 September 2024 | In the 12 months between 1 October 2023 and 30 September 2024 | |
|---|---|---|
| Total number of incidents reported1 | 14 | 39 |
| Incidents affecting telephone banking | 2 | 7 |
| Incidents affecting mobile banking | 5 | 14 |
| Incidents affecting internet banking | 0 | 11 |
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).
Information about our complaints
| 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 business current accounts is reported in the total number of complaints for Santander
What you'll need to open a current account
Opening a current account with us
| Go to here to find out how you can open an account, and what information and documents you need to give us to open an account. |
How to open a current account
To open any of our accounts, a new customer will need to provide us with the document and information set out here
We're temporarily only supporting existing customers who are looking to open new business current accounts, so these figures may have been affected by this. We'll continue to review this position and further details will be available on our website.
We may request additional information or documents in individual cases.
You can open an account:
| without visiting a branch | No |
| where a visit to a branch is required, without an appointment | No |
| by sending us documents and information electronically | No |
| by post | No |
Account opening information
We're temporarily only supporting existing customers who are looking to open new business current accounts, so these figures may have been affected by this. We'll continue to review this position and further details will be available on our website.
| How quickly do we open business current accounts? |
These figures are based on the time taken from our receiving all the information and documents we ask for here, in a case where we don't need any further information or documents to open the account. |
| How quickly do we give customers a debit card? | Once an account is open, we give customers a debit card:
|
| How quickly do customers get internet banking? | Once an account is open, customers have internet banking:
|
| How quickly is an overdraft available? |
|
Replacing a lost, stolen or stopped debit card
| How quickly do we replace debit cards which have been lost, stolen or stopped? | We replace debit cards:
|