You’ll be able to use these services to complete day-to-day banking queries and transactions.
You can also use SignVideo and Relay UK to make new applications or arrange an appointment in branch.
Keeping you safe
No matter how you get in touch with us, we’ll never ask you to disclose specific security information such as:
- your PIN
- One Time Passcodes (OTP)
- your full password
SignVideo
SignVideo lets you talk with us using British Sign Language (BSL). SignVideo will connect you with a professional interpreter who’ll then interpret on your behalf to one of our advisors.
Your video call is in real time using secure technology. We may record the voice conversation for quality and monitoring purposes.
When can I use SignVideo?
SignVideo is available 24 hours a day, 7 days a week. You can use them whenever we’re open.
Can I use SignVideo in branch?
Yes, SignVideo is supported in our branches. Connect your device to our Wi-Fi and visit SignVideo
How do I use SignVideo?
You can use SignVideo using their app or from your browser.
- To use the SignVideo app: you’ll need to download the app to your smartphone, mobile device or computer.
- To use SignVideo from your browser: you’ll need to have a webcam.
You need an internet connection. You can use 3G, 4G, 5G or Wi-Fi. The stronger your connection, the higher quality the call will be.
You can call us on SignVideo by searching for ‘Santander’ in the SignVideo directory
Visit SignVideo for more details on how to use it.
Download the SignVideo app
Relay UK
Relay UK is a free service.
It helps people with hearing and speech difficulties communicate over the phone using the national relay service. It works by typing what you’d like to say to us, then a Relay UK assistant can read what you want to say and speak with us on your behalf.
You can use Relay UK:
- with a textphone, or
- by downloading the app to your smartphone, tablet or PC.
You can also find out how to make and answer calls with Relay UK
What you should do
If you register with Relay UK you’ll be given a unique Text Number.
We can make outbound calls, straight to this number. Please tell us your Text Number and we can make set this as your preferred way to be called back.
Search ‘Text Number’ on the Relay Homepage for more details on this service.
Hearing loops
We have hearing loops technology in all our branches.
They pick up sound from the microphone, rather than other noises, and send it wirelessly to your hearing aid.
You need to have your hearing aid switched to the hearing loop setting to use it. This is usually the T-position.
This can help improve your sound quality when speaking to our staff.
Chat to Sandi
You can chat with our digital assistant Sandi in Mobile and Online Banking.
Sandi can help you:
- view your details including your address, email address, and contact numbers
- see your Personal ID (PID) number to help log onto Online Banking
- report your card lost/stolen/damaged
- cancel recurring payments and,
- set up card controls for different types of payments.
In Mobile App
- Tap ‘Help centre’ from your home screen
- Choose ‘Chat with Sandi’
In Online Banking
Once you’ve logged on, go to Help and contact us
Support in our branches
Assistance dogs
We welcome all assistance dogs in our branches
Hearing loops
All branches have hearing loops that support hearing aids
Interpreters
We can arrange for a British Sign Language interpreter to come to your local branch
Other ways we can help
If you need help with managing your money, we have options that could help you.
To see what help is available (for yourself or someone else) visit supported banking
Power of Attorney lets you arrange for someone you trust to make decisions on your behalf and manage your finances on your behalf.
You may want to do this due to a change in your health or circumstances. If you don’t need someone to help you now, you can also set up a Power of Attorney for the future too.
We want to increase the accessibility and usability of our services. You can see how we’re working towards this in our accessibility statement
Tell us once
We all need help sometimes. If something’s affecting how you manage your accounts, we may be able to help.
With tell us once, you can let an adviser know if you need support. They can then add a note to your account so you don't have to tell us again.
To tell us about any support you need, either call us, visit a branch, or use Chat when you’re logged onto Online or Mobile banking. Just type ‘tell us once’ into the Chat conversation.