If you have an emergency or need to speak to us urgently, we're on hand to help.
The easiest way for you to report your card as lost, stolen or damaged is through our Mobile Banking app. Simply log on to the app, tap 'More options', 'Manage cards', then choose the card you want to report. Click 'Report card' and select the reason for reporting your card as lost, stolen or damaged.
Or check our Report lost, stolen or damaged cards mobile guide for step-by-step instructions.
Alternatively, if you think you’ve misplaced your card, you can freeze and unfreeze it in the mobile app instead of cancelling it right away.
Chat with us
You can also report your card as lost, stolen or damaged card by logging on to your account and speaking to our digital assistant Sandi, available 24/7.
- In Mobile Banking, choose 'Help centre' from the shortcuts in the top of the screen and click on 'Chat with Sandi’.
- In Online Banking, click ‘Chat with us’ on the right-hand side of the screen.
Please see our lost, stolen or damaged cards page for more information.
If you'd like more support, please visit our contact us page.
The replacement card will arrive in 4–5 working days, the PIN will arrive separately and can also be viewed in the Mobile App. Cards being sent overseas will arrive in 7 working days.
Reporting a fraud or a scam
Call +44 1512 648 725
Available 24 hours a day, 7 days a week.
If someone may already have your personal security details
Call +44 1908 238 013
Available 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.
Lost, stolen or damaged card
The easiest way for you to report your card as lost, stolen or damaged is through our Mobile Banking app. Simply log on to the app, tap 'More options', 'Manage cards', then choose the card you want to report. Click 'Report card' and select the reason for reporting your card as lost, stolen or damaged.
Alternatively, if you think you’ve misplaced your card, you can freeze and unfreeze it in the mobile app instead of cancelling it right away.
Chat with us
You can also report your card as lost, stolen or damaged by logging on to your account and speaking to our digital assistant Sandi, available 24/7.
- In Mobile Banking, choose 'Help centre' from the shortcuts in the top of the screen and click on 'Chat with Sandi'
- In Online Banking, click ‘Chat with us’ on the right-hand side of the screen.
Please see our lost, stolen or damaged cards page for more information.
If you'd like more support, please visit our contact us page.
The replacement card will arrive in 4–5 working days, the PIN will arrive separately and can also be viewed in the Mobile App. Cards being sent overseas will arrive in 7 working days.
Making a travel insurance claim
Santander Travel Insurance is arranged, administered and underwritten by Chubb European Group SE (CEG).
- For emergency claims, please visit our contact us page and get in touch.
- For non-emergency claims, please visit our contact us page and get in touch.
Using your credit or debit card outside the UK
You can use your Santander debit and credit cards abroad to make purchases and to withdraw local currency from cash machines, simply look for the Visa or Mastercard signs. View the fees and charges
Reporting a fraud or a scam
If you think you’ve been the victim of a fraud or a scam or have shared your personal details to somebody, or are concerned about the security of your account, please contact us on 0330 9 123 123 or 0800 313 4321 (freephone), or +44 1512 648 725 from outside the UK. Please select option 2.
Report an email scam
If you receive an email that asks for your personal security details, forward it to phishing@santander.co.uk
Stay aware
To help you spot suspicious emails, we always write our emails in a certain way:
- we'll address you personally – not with 'Dear customer' or with your email address
- we include the last 3 digits of your postcode above the Santander logo
- we never ask for confidential information – either in the email or by linking to a page that needs this information.
Learn more about how you can protect yourself in our Fraud and Security area
If you can’t remember your log on details you can easily reset them online
If you’ve forgotten your Personal ID you’ll need:
- your most recent debit or credit card, or
- your account number and sort code, which you can find on your statements.
- If you've forgotten all your log on details you’ll also need your mobile phone as, for security reasons, we'll send you a One Time Passcode.
To retrieve your Personal ID, please visit our forgotten your Personal ID page or contact us if you need more help.
We'll help wherever we can
Many people face financial worries at some point in their lives. Getting help and advice sooner rather than later is important and can help make sure the problem doesn't get any worse.
We're committed to treating our customers sympathetically when they're having difficulties, and we'll do our best to help you if you think you might be having financial problems.
Take a look at our numbers to call based on the debt you want to discuss
Getting independent advice
If you decide to seek independent financial help, it’s useful to let us know. Some companies will give you a reference number which you can give to us so that we can pause any collections we might make from you until they’ve helped you go through your finances and drawn up proposals for your creditors.
Find the right numbers to call when you need to make a claim on an insurance policy