Keeping you safe
We sometimes need you to check that the information we hold about you is correct and up to date. We have a legal and regulatory obligation as your bank to make sure we keep up-to date, accurate information about all our existing customers.
Why are you asking for information?
UK Regulations require Santander, and all other UK regulated banks, to conduct ongoing customer due diligence measures. This includes reviewing existing records to keep documents and information up to date, as well as monitoring transactions undertaken throughout the course of the relationship.
How often will I be contacted to verify information?
We’ll contact you when we think your information may have changed, or if we haven’t been able to use authorised external sources to check that the information we hold is up to date. We may also contact you if we need more information.
What do I do if I can't provide the information you're asking for within the timescales?
If you can’t meet the deadlines or provide the information, please contact us on the number provided in your communication. Please remember, we'll never ask for details such as your card PIN, Online Banking passwords and One Time Passcodes (OTP). If you're asked to share these, hang up and call us on 0330 9 123 123 or 0800 313 4321 (freephone).
What happens if I don’t respond to the request?
It's important that you keep your personal information updated so we can maintain accurate records about our customers. If we don't get a response to our request we may need to block or close your accounts.