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How Do I ?

Section 1: The following FAQs apply to customers who currently hold any of the following Santander Credit cards:

  •      Santander Credit Card (Red or Black design),
  •      Santander Zero Card
  •      Santander issued credit card which is still Abbey branded
  •      White Santander MasterCard customers with card numbers beginning 5413 6130 or 5413 6135.


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: 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

Q: How do I get an insurance claim form?
You can request an insurance claim form by calling the Insurer on 0870 400 4713* ( Daytime calls cost up to 6p per minute from BT lines Mon-Fri. Mobile and other providers may vary) or write to them at Financial Insurance Company Limited, Building 11, Chiswick Park, Chiswick High Road, London, W4 5XR.

Q: How long will my insurance claim take?
We are committed to providing you with a high level of service at all times.

We will send you a claim form within three working days of you asking for one.

When we receive claim forms and claims correspondence, we will deal with them and decide whether to pay the claim, turn down the claim or to ask for further information to support the claim within five working days.

We will respond to requests for information over the phone during the call or by the end of the next working day.’

Q: Do I have to continue to pay my account when making an insurance claim?
You should make your payments until your claim is accepted.

Q: How is my claim paid?
Payment will be made directly into your Santander MasterCard account.

Q: Can I cancel my insurance policy?
If you wish to cancel your cover please call us on 0871 522 5754*.  Lines are open 8am - 9pm 7 days a week.  Calls cost 10p per minute plus network extras.
Or write to:

Santander Cards UK Limited
PO BOX 700
Leeds
LS99 2BD

Q: How do I make a complaint on my insurance policy?
We set ourselves high standards, but if you are not satisfied with our service please tell us. If you follow the procedure set out below, we will deal with your complaint in the most effective way possible.

In the first instance please contact: The Company Secretary, Financial Insurance Company Limited, Building 11, Chiswick Park, Chiswick High Road, London, W4 5XR.

Alternatively you can telephone Financial Insurance Company Limited on 0870 400 4870* to be directed to an appropriate person. Daytime calls cost up to 8p per minute plus network extras. You should give details of the policy number or claims reference number to help you with the speedy handling of the enquiry.

After this action, if you are still not happy or the problem has not been resolved to your satisfaction, you may refer it to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Telephone
0845 080 1800*

If you complain it will not affect your legal rights

*Calls may be recorded and monitored for training and security purposes. 
 

Related Links

Credit Card Front

Credit is available, subject to status, only to UK residents aged 18 and over. Credit is provided by Santander Cards Limited.