Section 1: The following FAQs apply to customers who currently hold any of the following Santander Credit cards:
Q: Can I transfer the balance from another account to this one?
Yes. You can transfer balances from other credit or store cards. You can do this by calling 0845 602 1582*. Please note that a Balance Transfer fee may apply. You also need to ensure that the amount to be transferred is £100 or more and that the total amount of transferred balances does not exceed 95% of the available credit limit. If the total transfer requested is above your available credit limit we may make a partial transfer. You should carry on making monthly repayments to your existing credit/store card until the transfer appears on those statements. You cannot transfer balances from other Santander Group accounts (including cahoot).
Q: What can I do if my Card is lost or stolen?
Please let us know immediately on 0845 602 1582*. Lines are open 24 hours a day 7 days a week.
If you're out of the country, please call +44 1512 648 725*.
Q: How do I activate my new Card when I get it?
To activate your card simply call our automated service on 0845 603 8750 (open Mon to Thu 9am - 8pm, Fri 9am - 7pm and Sat 9am - 5pm).
When you call you will need your new Card number (the long one across the front). We will also ask you additional security questions in order to confirm your identity.
Q: What happens if I don’t activate my new Card?
Your account will still be active, but you won’t be able to use your new Card to make purchases online or in shops, to transfer balances or to withdraw cash from an ATM/cash machine.
Q: Can I manage my account online?
Yes. Our online Credit Card service gives you complete control of your Card 24 hours a day, 7 days a week. It allows you to keep track of your recent transactions, make payments and set up and manage Direct Debits.
To register for our online credit card service, simply call us on 0845 602 0350* with your Credit Card details. Lines are open 8am – 9pm, Monday to Saturday.
To access our Online Banking area now, simply click here.
Q: What if I’ve forgotten my online security details?
If you have forgotten your online security details, please contact our Online Technical Help team on 0845 600 4388*. After we have confirmed your identity we will send new security details to your registered home address. This line is open from 7am until 11pm Monday to Saturday, and from 9am – 9pm on Sunday.
Q: I still have an Abbey branded credit card which is issued by Santander – can I still use it?
Yes you can still use your Card as normal. You will be issued with a new Santander branded card when your existing Abbey branded Credit Card has expired or is replaced. Please note all the benefits of your existing Card will remain the same.
* Calls may be recorded and monitored for training and security purposes
Section 2: This section only applies to customers who hold a Santander MasterCard (white design) and where the first 8 digits of the card number are not 5413 6130 or 5413 6135.
Q: How do I activate my new Card when I get it?
Simply call our automated service on 0800 915 2205* (open Mon to Thu 9am - 8pm, Fri 9am - 7pm and Sat 9am - 5pm).
You’ll need your new Card number (the long one across the front) and the 3-digit security number on the back of the Card.
Q: What happens if I don’t activate my new Card?
Your account will still be active, but you won’t be able to use your new Card to make purchases online or in shops, to transfer balances or to withdraw cash from an ATM/cash machine.
Q: Can I manage my account online?
Yes. To access our Online account manager, simply click here
You can log in as normal with your existing account number and password.
Online account manager allows you to keep track of your finances from your computer. You can check transactions, make payments, and set up and manage Direct Debits, any time of the day or night.
Q: Can I transfer balances from another account to this one?
Yes. You can transfer balances from another credit card or current account. However, you need to have sufficient available credit on your Santander MasterCard. Please also note you cannot transfer balances from other Santander Group accounts (including cahoot).
For more information on our latest Balance Transfer offers, please contact our Customer Services team on:
0871 522 5151* (Lines open 8am – 9pm, 7 days a week)
Calls cost 10p per minute plus network extras. Mobile and other providers’ charges may vary.
Q: What if I’ve forgotten my online password?
Don't worry. This can be reset online if you enter your account number (at the top of your statement), the 3-digit security code on the back of your Card, your email address and date of birth.
Alternatively, just call us. Once you've answered a few security questions, we'll email you a temporary password which you can change to something more memorable for you when you next log in.
0871 522 5151* Lines open 8am – 9pm, 7 days a week
Calls cost 10p per minute plus network extras. Mobile and other providers’ charges may vary.
Q: What can I do if my Card is lost or stolen?
Please call the 24hr Lost and Stolen Card Line immediately.
From within the UK
0871 522 5151* Lines open 8am – 9pm, 7 days a week
Calls cost 10p per minute plus network extras. Mobile and other providers’ charges may vary.
From outside the UK
+44 208 181 0000
*Calls may be recorded and monitored for training and security purposes.
The Santander Group includes Alliance & Leicester. We have more than 150 years’ experience in banking and more branches worldwide than any other international bank.
We subscribe to the Lending Code. Click here for more information on the Lending Code.
