If you’re going to prison, or you’re supporting a Santander customer in prison, we understand that this can be a difficult time.
We can help by giving you practical support and guidance.
If you’re going to prison
Letting us know
Let us know by giving us a call or visiting us in branch. Please provide us with your HMP address details and the length of your sentence, if known.
Access to accounts
While in prison you won’t have direct access to any of your bank accounts, as they’ll be restricted. Your Online and Telephone Banking credentials will be removed, and cards might be blocked.
In some exceptional circumstances we may allow you to service your account with us.
Find out more in the 'If you're supporting someone in prison' section.
Adding a third party or joint account holder
While in prison you won’t be allowed to add a third party or joint account holder to your account.
Power of attorney and court-appointed deputies
You can register a power of attorney or court-appointed deputy. Visit our dedicated power of attorney page to find out more.
Existing joint account holders
If you hold a joint account with someone in prison, we’ll consider your banking access for the joint account.
If the account remains open, restrictions might apply. Normally, the restrictions only apply to the person in prison. For example, the removal of Online and Telephone Banking credentials, along with any cards being blocked.
Please note, we might still close the account.
Joint account holders can’t be added to an account if the customer is already in prison.
Tell us so we can help you
With your consent, we can record that you’re going to prison and that it might not be easy for us to get in touch.
You can also tell us if you hold a joint account with someone in, or going to, prison. It can be helpful to tell us, so you don’t need to repeat yourself.
Let us know by logging on to Mobile or Online Banking, start a chat and type in ‘tell us once’. With your consent, we’ll then add this information to your record.
Please visit our chat with us online page to learn more about our secure chat and how to access it.
You can also tell us in branch or over the phone.
If you’re supporting someone in prison
There are lots of ways you can support someone in prison.
Update their address to HMP
To do this, we need a letter from the prison governor on official prison letterhead paper. The letter must confirm the customer's situation and the change of address request.
Service their existing account
Customers can only access their accounts under exceptional circumstances. For example, paying solicitor bills or sending money to their prison account. If a customer needs access to their account, they can write a letter to us asking for access.
We’ll also need a signed letter from the prison governor on official prison letterhead paper. The governor’s letter should confirm that the details in the customer’s letter are correct and that they’re currently detained in the specified prison.
The customer’s letter must:
- outline the exceptional circumstance for the access
- contain the customer’s full name, date of birth, account number if known, current address and any previous addresses
- be on letterhead paper, signed by the customer and supported in a letter from the prison governor.
- include details of the request (for example, bank details for where the money is being sent to)
All letters to be sent to:
Santander Banking Operations
Sunderland
SR43 4FP
If the customer is requesting a cheque, they might be asked to fill in a HMP exceptions form. We’ll send this form to the prison address provided.
If you’re supporting a person that wants to open a new account while in prison
The Banking for Prisoners initiative is a government led programme that aims to achieve financial inclusion for people in prison. Santander supports this initiative.
The person in prison needs to contact their resettlement officer or caseworker. They’ll share which banks support this initiative. The banks available will depend on the prison location. Their resettlement office or caseworker will also support the application – whether this is with Santander or another bank.
If you’ve been released from prison
If you want to start using your Santander account after being released from prison, you’ll need to visit us in branch and bring the following:
- appropriate ID
- details of your new residential address
- your debit card, so that we can verify you with chip and PIN. If you can’t do this, you’ll need to bring proof of account ownership (your statement, welcome letter or account card) and your prison or probation release letter
- details on how you’ll fund the account going forward, for example DWP benefits or a salary.
If you don’t meet the requirements detailed above, we might still be able to help. Please call us on 0330 9 123 123 or ask in branch.