Current Accounts User Guide. Information to help you make the most of your current account.

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1 Current Accounts User Guide Information to help you make the most of your current account.

2 Current Accounts User Guide Contents What to expect 04 If you ve just opened an account 04 If you ve just opened two or more accounts 04 Your account services and records 05 Where you can use your cards 05 Your account cards 05 Your chequebook 06 Keeping track of your account 06 Making payments in and out 08 Cash and cheques 08 Cheque clearance timescales 09 Your salary 09 Standing orders 10 Direct debits 10 Paying bills 10 International payments 11 Accessing your account in the way that suits you best 13 Online banking 13 Telephone banking 14 The cash-machine network 14 Access at a glance 15 Interest and overdraft services 16 All about interest 16 Overdraft services 16 Overdraft Manager for graduates 18 Account fees 19 Changing your name or address 19 Joint accounts 19 Personal information 19 Money difficulties 20 Tell us what you think 20 Jargon buster 21 02

3 Welcome to your current account. We have put together this guide to help you make the most of your current account and to help you run your finances in the way that suits you best. Your current account contacts Telephone banking UK am to 11pm, Monday to Saturday, to speak to an adviser. There is also a 24-hour automated service. Online banking Visit santander.co.uk 24 hours a day, seven days a week Lost and stolen cards hour emergency lost card number 03

4 Current Accounts User Guide What to expect If you ve just opened an account n Your cards, chequebooks (if this applies) and personal identification number (PIN) will come through the post to you within 10 working days of you opening the account. n You ll get your first bank statement a month after you open the account. n Your sort code is and you can find your eight-digit account number on your welcome letter or on your new card. It s a good idea to: n register for telephone and online banking so you can keep up to date with your money 24 hours a day; n link your new current account to any Santander savings account so that you can move money at a time convenient to you; and n change the PIN that we send you for added security. If you ve just opened two or more accounts You may have asked for more than one current account to help organise your finances. For example, some people have one account for their direct debits and standing orders and another for spending money, whereas others may have a joint account with their partner and an account just for themselves. With two or more accounts, it s a good idea to: n pay money into each account and set up all direct debits, standing orders and so on that you need; n register all accounts for telephone and online banking as this makes it easier to view your accounts and carry out transactions; n set up a regular transfer facility so you can make same-day transfers between Santander accounts; n make sure you have enough money in each account for all transactions; and n make sure you can easily identify each account to avoid any transactions going to or from the wrong account. If you would like any help setting up the accounts to meet your needs, please visit your nearest Santander branch and ask for help. Or, if you have registered for telephone banking, call us and ask us to help you set up your accounts so that they run the way you want them to. 04

5 Your account services and records Where you can use your cards Your card Shops Internet Cash machine Abroad Visa debit Cash card Your account cards There are two different cards to make the most of your account. When you opened your account, we would have told you which card you would be receiving. You will have a Visa debit card or a cash card. You can use your debit card to buy goods and services in shops, over the phone and online. You can use your Visa debit card wherever you see the Visa sign. Don t forget that you can use your card at home and abroad. There may be charges for using your card, for example when you use your card abroad. Please see the Interest Rates and Fees Information leaflet for more details. The Visa debit card This card is two cards in one: n a debit card; and n a cash card. You must be 18 or over. Whether we provide you with a debit card will depend on your circumstances. The cash card If you are aged between 11 and 15 or have a Basic Account, we will give you a cash card, which you can use to take money out of Santander cash machines free of charge. You can also use cash machines displaying the LINK symbol, and we will not charge you for this. Cash machines give you access to your cash 24 hours a day, seven days a week. Other companies may charge you for using cash machines. Please see our Interest Rates and Fees Information leaflet for more information. Card security Sending out your cards We will usually send your cards in the post. Sometimes, you may have to collect them from a branch for security reasons. If this happens, we will send you a letter to let you know that they are there. You will need to bring a form of identification, such as a passport or driving licence, when you collect your cards. 05

6 Current Accounts User Guide Chip and PIN Your personal identification number (PIN) is a four-digit number that lets you use your card at cash machines and in shops. The chip on the card stores your account details securely and the PIN means that only you can use the card, which makes paying by card more secure. We will send you your PIN separately from the card. Changing your PIN The first time you use your card, use the PIN we have given to you. You can then use a Santander cash machine to change the PIN to any four-digit number you choose. Choose PIN services Follow the instructions on the screen Keep your PIN secure Learn your PIN as soon as you receive it. If you write down or record your PIN you must disguise this information so that it cannot be understood by anyone else. Lost and stolen cards If you think your card has been stolen, you should call the police as soon as possible. If you lose your card, please call This is our 24-hour emergency lost-card number. We may ask you to confirm, in writing, that you have lost your card. Your chequebook You can ask for a chequebook if you are 16 or older, unless you are a customer with an International Student Account. We will normally send you a chequebook automatically, before your previous chequebook runs out. You can also order a new chequebook through our telephone banking service (chequebooks are not available on a Basic Account or Instant Plus Account). Keeping track of your account Monthly statements Your statement will show you all transactions since the date of your last statement. We recommend that you check your statement carefully and let us know as soon as possible if there are any mistakes or any unauthorised payments, so that we can sort it out. If you delay telling us, this may prevent us from investigating it properly. If you want to talk to us about something on your statement, please call us on Account transactions include: n money coming in; n money going out (including cash, cheques, direct debits, standing orders and card payments); n interest paid and charged; and n fees. If you have used your card to make a payment, the place and the amount of the transaction will be shown. 06

7 As well as your monthly statement, you can find out details of your account at cash machines, over the phone and online. You can choose when in the month you receive your statement. Call to tell us what s best for you. Mini-statements You can ask for a mini-statement or find out your account balance: n over the phone using the telephone banking service; n by online banking; or n by calling in to any Santander branch. n at any Santander cash machine in the UK; The Santander Account The Santander Account 4 Mr A B SAMPLE 55 SAMPLE STREET SAMPLETON S55 5SS Total money in: Total money out: Your balance at close of business 10th February Your overdraft limit is 0.00 Interest and charges incurred this period 2 Date Why we re paying you Amount Mon 1st Feb Interest on your credit balance 0.04 Total this amount has been added to your account this month 0.04 Details of rates and charges can be found in you Interest Rates and Fees Information leaflet. If you need another copy, please call into your local branch or visit Interest will be calculated daily on any outstanding overdrawn balance. Telephone Banking enquiries or lost or stolen cards , open 24 hours a day 7 days a week, person to person calls 7am to 11pm Monday to Saturday. To help us maintain and improve our customer service we may monitor or record your calls. Calls charge at local rate. For the hard of hearing and/or speech impaired, minicom service available e-banking service and information available at Santander, 9 Nelson Street, Bradford, Mon 25th STANDINg ORDER PAYMENT TO RSPCA REFERENCE / 99, MANDATE Your Account summary for West Yorkshire, BD1 5AN NO th January 2010 to 10th February 2010 Mon 1st Feb DIRECT DEBIT PAYMENT TO ORANgE REFERENCE MANDATE NO Account name: Mr A B SAMPLE INTEREST PAID AFTER TAx OF 0.01 DEDuCTED Account number: Sort Code Fri 5th CASh PAID IN, SAMPLETON BRANCh Statement number: 02/2010 page number 1 of 2 News and information 10th Feb BalaNCe Carried Forward to Next statement Balance brought forward from previous statement: SAMPLE ONLY Your transactions 11th January 2010 to 10th February 2010 Account name: mr a B sample Account number: (Sort code ) Statement number 02/2010 Page number 2 of 2 Date Description Money in Money out Balance 11th Jan BalaNCe Brought Forward From previous statement Tues 12th Jan CASh PAID IN, SAMPLETON BRANCh Fri 15th CASh WIThDRAWAL using CASh MAChINE, SAMPLETON BRANCh Fri 22nd PAYMENT MADE BY ChEquE ChEquE SERIAL NO SAMPLE ONLY Continued on reverse Ways to keep track of your account. 2. The dates covered by this statement. 3. Your account balance. 4. Your Arranged Overdraft limit. 5. Fees and interest. 6. This page has a detailed list of your transactions. Plain English Campaign s Crystal Mark does not apply to the statements above. 07

8 Current Accounts User Guide Making payments in and out We have a range of options that allow you to make payments into or out of your account in the way that suits you best. These are: n cash and cheques; n standing orders; n direct debits; and n a bill-payment service. Cash and cheques Paying in cash and cheques You can pay in cash and cheques at Santander cash machines in the UK and at Santander branches. Knowing when your cash is available If you pay in cash over the counter, you can withdraw it from cash machines immediately. If you pay it in at a cash machine, the money will be made available to you before 12 midnight of the following working day after the day it is paid in. Any interest will be earned from the day you pay the money in. Knowing when cheques have cleared If you pay in a cheque over the counter, the money will normally be available on the fourth working day after it is paid in. This does not mean that the cheque has cleared. If a cheque is later returned unpaid, we will take the amount, and any interest earned, out of your account up to and including the sixth working day after the day you paid the cheque into your account. The timescales in the table opposite are for cheques paid in over the counter at a branch and show when we aim to make funds available to you. If you pay cheques in using a Santander cash machine, there will be an extra working day before you can withdraw the money and be certain that the money is yours. The timescales given in this table are only a general guide as to when we aim to make funds available to you. The time it takes us to process cheques in a currency other than sterling will vary. Separate conditions apply to paying in foreign currency cheques. Please ask a member of staff in our branch for details. 08

9 Cheque clearance timescales Day cheque paid in Day interest begins Day we allow you to withdraw the money Day you can be sure the money is yours Monday Wednesday Friday Following Wednesday Tuesday Thursday Monday Following Thursday Wednesday Friday Tuesday Following Friday Thursday Saturday Wednesday Following Monday Friday Tuesday Thursday Following Tuesday Saturday Wednesday Friday Following Wednesday Sunday Wednesday Friday Following Wednesday Withdrawing cash and paying by cheque Withdrawing cash You can use your card at any Santander or LINK cash machine to withdraw cash. You can withdraw money over the counter in our branches. There may be a maximum or minimum limit on the amount you can withdraw at one time. Please call us on if you need more information, or see the Interest Rates and Fees Information leaflet. Paying by cheque To avoid fraud, always write your cheques carefully and in permanent ink. Date each cheque, sign it using your usual signature and draw a line through any blank space on the cheque. If you have to change anything, please sign each change you make. It will also help if you can provide extra information on your cheque. For example, if you are paying a bill, write your account number and name on the back of the cheque. How to stop a cheque If you need to stop a cheque perhaps because it s been stolen phone us on (As long as the money has not already come out of your account, we won t allow it to.) Your current account card may allow you to guarantee your cheques. However, it is not possible to stop a cheque backed up by a guaranteed limit on a cheque-guarantee card, as these cards guarantee the payment. Your salary You can pay your salary or any other income (for example, benefits, standing orders from other people and so on) into your account automatically. 09

10 Current Accounts User Guide Standing orders You can tell us to pay a set amount out of your account on a regular basis. This can go into any other account, for example, a savings account or someone else s account (for example, to pay rent each month). To set up a standing order, simply fill in a form in a Santander branch telling us who to pay, how often and what the amount is. Please give us seven days to deal with your request. Or, you can use online banking to set up a standing order. Cancelling or changing your standing order If you need to cancel or change your standing order, you can do so over the phone, through online banking or in a branch. You must tell us the day before the payment is due to go out of your account. Direct debits If you need to make regular payments to suppliers, for example, to pay hire-purchase amounts, gas, electricity or water bills and so on, you can authorise organisations to take money out of your account on a regular basis. Some organisations offer a discount if you pay by direct debit. To set up a direct debit, get a form from the company you want to pay. Remember to give the Santander address printed on your chequebook when you fill it in. As long as you have given permission in writing (by signing the form) and the company has been approved by its own bankers, we will arrange for the company to collect the money direct from your account. The Direct Debit Guarantee The form you fill in should have a guarantee attached. If there is a mistake with your direct debit, you are entitled to a full refund. If the form does not have a guarantee, the payment is known as a recurring transaction and is not protected in the same way as a guaranteed direct debit. Also, you may not be asked to sign anything and a transaction may take place without you receiving anything in writing relating to the payment. Cancelling your direct debit You can use online banking or go into a branch to cancel a direct debit. If you do cancel, please tell both us and the company concerned. You must tell us the day before the payment is due to go out of your account. Paying bills When you set up your bill payments, we will give you a two-digit number for each bill. You need to use this number to identify the bill that you want to pay when you make payments by phone, online banking or through a cash machine. You can pay as much or as little of the bill as you want. 10

11 International payments We offer you several convenient ways to send and receive money worldwide. The method you choose really depends on how much money is involved, and how quickly you need to move it. n Send a small, non-urgent payment to someone abroad, in a foreign currency. n Send money quickly (in either sterling or in a foreign currency) to a non-uk current account. n Receive money from someone who has a non-uk current account. n Pay in a cheque in a foreign currency. For more information on how much we charge for this service, please ask in branch to see our Non-Standard Request Service Fees document. Send a small, non-urgent payment to someone abroad We suggest you use a currency draft. This works just like a cheque, except it s drawn in local currency on a foreign bank. Ask for a currency draft at your branch. Two days after the money is taken from your account, we can send the draft to you, or you can collect it from the Santander branch where you ordered it. Then, simply send it to the person you want to pay. The exchange rate we use will be the rate on the day that we take the money from your account. Send money quickly to a non-uk current account If you need to get money to someone quickly, use a telegraphic transfer. This allows you to send money direct to someone s current account as long as you have the correct account information for the person you want to pay and the details of their bank. We can send telegraphic transfers in most currencies. There may be a charge for this service. Please visit our website for more details. If you re transferring money to a country in the European Union (including Iceland, Liechtenstein and Norway), the money should normally arrive in the account of the person you want to pay within three working days. If you re transferring money to other countries, these timescales might be different. Please check with your local branch. The exchange rate we use will be the rate on the day we take the money from your account. Please make sure you bring your Santander Visa debit card, Santander passbook or Santander credit card and proof of your ID, such as a valid passport or driving licence. We may also ask you some standard security questions about your account. For more details of other acceptable identification, please call

12 Current Accounts User Guide Receive money from someone who has a non-uk current account Any telegraphic transfer we receive for you, from a bank that is abroad, will be in your account by close of business on the day we receive the payment using our exchange rate on that day. Paying in a cheque in a foreign currency You can pay cheques in foreign currency into your account as long as they ve been made payable to you and are no more than six months old. We use two different ways to clear these cheques. Or, we can decide to pay money into your account within six working days without needing to receive confirmation of clearance from the bank on which the cheque was drawn. However, we can take the money out of your account if the cheque is later returned unpaid. If this happens, we will make extra charges (except for customers with a Zero Current Account, where there will be no extra charges). In both cases, the amount of the cheque will be converted to sterling at the exchange rate on the day we pay the money into your account. We will normally send the cheque to the bank it came from, asking for payment on your behalf. In this case, we ll need to wait to receive the money before paying it into your account. Just so that you know, cheques cleared this way usually take between four and eight weeks to clear, depending on the country they come from. Making banking easier A Graduate Loan You can borrow up to 10,000 and repay it over a period of up to seven years. To find out more, call us on or ask at a branch. If you want to speak to an adviser, please call us between 7am and 11pm, Monday to Saturday. If you are calling from abroad, call Your eligibility for a loan depends on your circumstances. Available to customers aged 21 and over. 12

13 Accessing your account in the way that suits you best Online banking If you bank online, you can manage your money from the comfort of your home or office. To register for online banking, call us on or drop in to your local branch. We will send you a passcode and an e-banking registration number (ERN), which you can change the first time you use the online banking service. The benefits of online banking You can: n check your balance, see your transactions or order a copy of your statement; n move money between your current account and card-based savings accounts; n set up, change or cancel regular transfers; n pay a bill (if you are 16 or over); n see, set up, change or cancel bill payments (if you are 16 or over); n see, set up, change or cancel standing orders; n see or cancel direct debits (if you are 16 or over); n apply for an Arranged Overdraft or ask to change the one you ve already got (not available on a Basic Account or Instant Plus Account); n order a replacement for a damaged card; and Overdrafts depend on your circumstances and are only available to people aged 18 or over. You must repay any overdrafts when we ask, in line with our General Terms and Conditions. Any technical questions? We re always here to help. Call us on , from 7am to 11pm, seven days a week. Security concerns? Your passcode and ERN allow us to check that you are who you say you are when you log on. Never give anyone else your passcode or ERN. All information we pass to our customers and vice versa using online banking is confirmed using strong industry-standard encryption technology. Encryption technology is used to keep communications secret, by making it very difficult to intercept s or any of the information stored on a computer. It gives consumers and businesses confidence when sending personal information over the internet. We will cover any losses from online banking fraud, as long as you have: n kept your passcode and ERN secret; n not deliberately involved yourself in the fraud; and n not used an account aggregation service provided by anyone other than Santander. n register for telephone banking. 13

14 Current Accounts User Guide An account aggregation service collects information from other websites and providers where you hold accounts. You can then see all your online accounts on one website. These accounts could be current accounts, credit-card accounts, investment accounts, and other consumer or business accounts. Telephone banking If you want to speak to a customer services adviser, telephone banking is available to you from 7am to 11pm, Monday to Saturday. Or, you can use the automated service 24 hours a day. You need to register for the automated service. To do this, call us on For security, we ll send you, by post, a unique four-digit telephone banking number. If you re dialling internationally, call If you have difficulties with your hearing or speech, and if you have a textphone, please use the Typetalk service by calling us on Benefits of the automated service n You can use it 24 hours a day, seven days a week. n Check your balance. n Get a spoken mini-statement. n Move money between your Santander account and linked savings accounts. n Pay any regular bill that you have registered with us beforehand (if you are 16 or over). Benefits of telephone banking (non-automated) n You don t need to register. n Clear up any questions you have about your account. n Ask for an Arranged Overdraft (if you are 18 or over). n Change and cancel standing orders. n Cancel direct debits. n Change the date your statements are sent out. n Register for online banking. n Set up bill payments. The cash-machine network You can use your card for free at any of the 3,600 Santander cash machines in the UK or 30,000 cash machines displaying the LINK symbol in the UK (we will not charge you, but other companies may). You will find these machines in handy places, such as supermarkets, airports and railway stations, as well as at our branches. n Order a copy of your latest statement (to be posted to your registered address). 14

15 Benefits of using a Santander cash machine n You can take out 300 a day, as long as there is enough money in your account. n Pay in cash or cheques. n Get a mini-statement showing your last 10 transactions and check your balance. n Change your PIN to a four-digit number you choose (Santander cash machines only). n Move your money between Santander accounts. n Pay bills that you have already set up, either at a branch, online or through telephone banking (if you are 16 or over). n Order an up-to-date statement (to be sent to your home address). n Order a chequebook (if you are 16 or over and one is available on your account). Access at a glance Branch Cash machine Telephone Online Check your balance Get a mini-statement Order a copy statement Transfer money to a Santander account Transfer money to another current account (see note 1) Pay a bill (see note 2) Ask for an Arranged Overdraft (see note 3) See standing orders and direct debits Set up a standing order Note 1: For transfers using our cash machines or Telephone Banking service, you must register beforehand the account details of the account you want to transfer money to. Note 2: You must be 16 or over and it only applies if you have registered the bills with us beforehand. Note 3: You must be 18 or over, and it will depend on your circumstances. You must repay any overdraft when we ask in line with our General Terms and Conditions. This service not available on the International Student Account, Basic Account or Instant Plus Account. 15

16 Current Accounts User Guide Interest and overdraft services All about interest To get the latest rates, you can: ask at a branch call us on check our website at How we pay you interest We work out interest on your daily balance and add it to your account at the close of business on the second day of the following month. We normally pay interest after taking off income tax. If you do not pay tax, please ask us for details on what to do to make sure that you are not paying tax on your interest. Ask at any Santander branch for details. Each year, if you are using your account, we will send you a statement of interest or a tax deduction certificate. These will show you how much interest you have earned or paid out and how much tax you have paid for that year. Keep these documents somewhere safe. If you need to fill in a personal tax return, you will need them. For details of interest rates and fees, please see our Interest Rates and Fees Information leaflet. Overdraft services An overdraft can be really useful for unexpected expenses. We offer two types of overdrafts: Arranged Overdraft a facility on our current account that lets you go overdrawn within an agreed amount. You must agree the limit with us before it is available to use. Unarranged Overdraft we will treat you as having an Unarranged Overdraft if: n your account is overdrawn without having an Arranged Overdraft in place; or n your account is over your limit for your Arranged Overdraft. If you do not already have an Arranged Overdraft, you might consider applying for one. An Arranged Overdraft may help you during instances where you need that extra cash and want to avoid paying Unarranged Overdraft fees. If you would like to talk to us about applying for an Arranged Overdraft or ask to increase an existing Arranged Overdraft Limit, give us a call today on Or, you can talk to an adviser in your local branch. Arranged Overdrafts will depend on your circumstances and we will need to carry out extra checks. 16

17 If you find you need to use the whole of your Arranged Overdraft for a long time, or are planning to splash out on something special, a loan may be a better option. Loans depend on your circumstances and you must be 18 or over. Paid and Unpaid Item Fees You pay Paid Item Fees each time that you ask for an Unarranged Overdraft or an increase to an Unarranged Overdraft and we make the payment. You will pay Unpaid Item Fees each time that you ask for an Unarranged Overdraft or an increase to an Unarranged Overdraft and we decide not to make the payment. By paying Paid or Unpaid Item Fees, you may become overdrawn (or more overdrawn if you already have an overdraft). These fees do not apply if you are a Zero Current Account customer, where we do not charge Paid or Unpaid Item Fees and we will only charge you interest on the amount you are overdrawn. You will find more information on our rates and fees in our Interest Rates and Fees Information leaflet. Arranging an overdraft if you are a student To help you manage your money, we offer a 250 interest-free 0% EAR (variable) (see note 5) Arranged Overdraft when you open your account (see note 4). Once you have paid in 500, your Arranged Overdraft limit will increase. Help for students If you are a student and you re thinking about an overdraft, please remember: n placement years don t count when we re working out your Arranged Overdraft; n think about agreeing an increase before you go over your limit; and n keep up regular payments into your account. Year changes for students When you change academic year, your interest-free 0% EAR (variable) (see note 5) Arranged Overdraft allowance may be increased automatically, depending on how you ve run your account. If you are on a placement year, your allowance stays the same until the following year when you return to studying. Overdrafts depend on your circumstances and are only available to customers over the age of 18. Note 4: EAR stands for Effective Annual Rate and represents the yearly cost of an overdraft, which takes account of how often we charge interest to the account, and does not include any other fees or charges. Overdrafts depend on your circumstances and you must repay any overdraft when we ask in line with our General Terms and Conditions. Note 5: The Daily Arranged Overdraft Fee does not apply. 17

18 Current Accounts User Guide Students we offer a 250 interest-free 0% EAR (variable) Arranged Overdraft when you open your account (see note 6). Year changes for graduates Each year, your interest-free 0% EAR (variable) Arranged Overdraft will change. Normally, for each year after you graduate, this will reduce in line with the interest-free 0% EAR (variable) Arranged Overdraft we have allowed on your account. We will let you know when this change will take place, to help you plan ahead so that you can stay within your limits. Overdraft Manager for graduates This is ideal if you want to reduce your overdraft once you start work. It s also worth considering when you are coming to the end of your first graduate year and your interest-free 0% EAR (variable) Arranged Overdraft limit is reducing. This will depend on your circumstances. The Overdraft Manager allows you to: n reduce what you owe by making regular payments; and The main things you need to know about the Overdraft Manager are: n you can only have it if you graduated less than 18 months ago; n the interest we charge depends on when you apply a lower rate if you apply within six months of graduating and a higher rate if you apply within seven to 18 months of graduating; n the Overdraft Manager must be for the whole amount of your overdraft; n the most you can have is your Arranged Overdraft limit (rounded up to the nearest 50) and the smallest amount is 500; n you must pay it back over up to three years; n once you take it, you will no longer be entitled to any interest-free Arranged Overdraft; and n there is no penalty for paying it back early. n know that by a set date you will have repaid the money you owe. Note 6: The Arranged Overdraft service is not available on the International Student Account. 18

19 Account fees At Santander, we want to make all of our fees clear and simple. You can see these in our Interest Rates and Fees Information leaflet. We will take the fees from your account 22 days from the date of your statement. You can discuss, at any time, any fees or interest we have charged you, including why you have paid them. Speak to one of our advisers in our branches or call us on As long as your account is in credit, all normal banking is free (except for Choice Account, Reward Current Account and Premium Current Account, where you pay a monthly account fee) but we may charge for special services, such as clearing foreign cheques. For fees on our Arranged or Unarranged Overdrafts, please see our Interest Rates and Fees Information leaflet. If you use your card to withdraw money from a cash machine or bank, in the UK or abroad, that displays the Visa or PLUS sign but is not part of the LINK network, there may be a handling fee to pay. If you re using a cash machine, the screen will tell you that there will be a charge or fee to use the machine. This charge or fee is made by the owner of the cash machine, and by us, if you use your card abroad, unless you have a Zero Current Account, where we will not charge any fees if you use your card abroad. Changing your name or address If you change your name, simply call in to any Santander branch and ask for the relevant forms to fill in. If you change your address, please call us on or let any branch know your new details so that we can make sure we post everything to the right place. You will need two forms of identification, such as a passport or recent utility (gas, electricity or water) bill (from within the last three months), to change your name or address. Joint accounts If you want to add or remove someone from your account, or if you want more information on how a joint account works, please ask at your local branch. (You cannot open a joint account if you are a student, under 16 or have recently graduated.) Personal information You must keep your chequebooks, cards and personal security details secure to help prevent fraud and protect your account. To make sure you do this you must do the following: n Sign your cards in permanent ink as soon as you receive them. n Destroy the notice of your PIN or personal security details as soon as you receive it. n Always take reasonable steps to keep your cards safe and your PIN and personal security details secret. 19

20 Current Accounts User Guide n Do not keep your chequebooks and cards together. n Never write down or record your PIN, personal security details or personal information on your card (or anything kept with it) or on any documents relating to your account. If you do write down or record your PIN, personal security details or personal information, you must disguise this information so that it cannot be understood by anyone else. You can change your PIN at any Santander cash machine and you must do this if you think that anyone else (even a member of your family) knows your PIN. You must also let us know immediately. Your personal security details can gain access to your account and any linked account. n Only enter your personal security details if you are asked to do so by an online banking screen. n Act on any further instructions we give you to make sure that your online banking is secure. Any instructions will follow good security practice, taking account of developments in e-commerce. or personal security details, you must tell us as soon as possible either at a branch or by phoning Santander Card Services (24-hour service) on If you call from overseas, phone You must also remember to tell the police. Money difficulties Most of us need to borrow money at some point in our lives. If you find yourself in debt and can t pay back what you owe, don t panic. We re here to help you as much as we can. So whatever s going on, please come and talk to us. Tell us what you think Whatever you need from us, we want to make sure you get the best. We re happy to hear from you if you think things aren t up to scratch so we can do something about it. We ve got a simple way of dealing with suggestions and complaints from customers. If you need to, you can ask to see our How to complain leaflet, which shows our full complaints procedure. Our fraud-detection systems highlight unusual spending patterns. We may call you if unusual transactions appear on your account. These calls may include computer-generated speech. If you do not want us to call you this way, please contact us on If you believe that any of your cards have been lost, stolen or misused, or if you believe that someone else knows your password, PIN 20

21 Jargon buster Arranged Overdraft A facility on a current account that lets you borrow a little extra money when you don t have enough. We must agree the limit with you beforehand. Banker s draft This looks like a cheque but is a guaranteed way to pay for something. It can be issued by a branch from the money held in your account. When you pass the draft to someone to put into their account, they are guaranteed to get the amount of the draft. Cash card A card that can only be used in cash machines to take money out or put it in. It also allows you to use other services on a cash machine, for example, to check how much money you have in your account. Cheque-clearance cycle When you pay a cheque into your account, we have to check that there is enough money in the other person s account and then get it from their bank. The time it takes is called the cheque-clearance cycle. It works the same way when you write a cheque. Debit card This is a card that you can use to buy things in shops, over the phone or online. You can use a debit card instead of cheques or cash and the money comes out of your current account automatically, within a few days of you using the card. Direct debit This is a simple, direct way for companies to take money from your account if you authorise them to do so. You can use it to pay regular bills, such as gas, electricity or mobile phone bills. The company asks us for the money automatically each month. With some bills, for example phone bills, the amount that the company takes may change each month. ERN This stands for e-banking registration number. We use it, along with your passcode, to confirm your identity when you use online banking. Interest When you earn interest, we are paying you a percentage for using your money. For example, when you put your money into a savings or current account (depending on which account you have), we may pay you interest. Similarly, when you pay out interest, for example, on a loan or if you go overdrawn, you are paying a percentage for using the money you have borrowed. 21

22 Current Accounts User Guide Interest-free Arranged Overdraft If you are 18 or over and are a student or graduate, we may give you an interestfree 0% EAR (variable) (see note 7) Arranged Overdraft (depending on your circumstances). This means that you can borrow an agreed amount of extra money from us, for an agreed amount of time, without paying any fees. Interest Rates and Fees Information leaflet This is a list that shows all of our interest rates and fees. You can use this to check the rate of interest on your account and how much you will have to pay if we charge you. LINK cash machines LINK is a UK network of cash machines. You can use LINK cards to take out cash from cash machines where you see the LINK sign. Online banking service This is the name of the service that allows you to do your banking over the internet. It is another name for electronic banking. You can find, in this guide, the benefits of online banking and how to register. Overdraft Manager If you have graduate facilities on your account, Overdraft Manager is designed to help you repay money in a manageable way. It helps you sort out your overdraft debt by making regular payments and knowing that, by a set date, you will have repaid your money. You can choose between using the Overdraft Manager or keeping your interest-free 0% EAR (variable) (see note 7) Arranged Overdraft. PIN This is your personal identification number. It is a four-digit number that we give you with your Visa debit or cash card. You need to type in your PIN when you take cash out of a cash machine or when you buy goods or services in shops. You should never reveal your PIN to anyone else. As long as only you know the PIN, then only you can use your cards. PLUS cash machines PLUS is part of the Visa cash-machine network. You can take money out of cash machines in the UK and abroad wherever you see the PLUS logo. Regular transfer This is a regular payment for a fixed amount that goes between two Santander accounts. The payment happens automatically on a set date each month. You just need to tell us the amount, which account it is going to and the date that you want us to transfer the money. Note 7: The Daily Arranged Overdraft Fee does not apply. 22

23 Santander branches Where we have referred to Santander branches in this guide, it relates to those Santander branches based in the UK. Savings accounts These are accounts that are useful if you want to build up your money. We have a range of savings accounts to suit your needs. Standing order This is a way for you to make regular payments to another account. It is useful for payments such as your rent or mortgage. When you set this up, we arrange for the money to be paid out of your account on a set date each month. You just need to tell us the amount, the account that it is going to, and the date that you want us to pay out the money. Statement copy This may not be an exact copy of your statement but it will contain details of all transactions. TBN This is your telephone banking number. It helps us to identify you when you bank with us by phone. As a result, it helps to keep your account secure. You should not reveal it to anyone else. Telephone banking service As the name suggests, this is banking over the phone. You can do things such as listen to your balance, pay bills, or report lost or stolen cards. You can find out more about telephone banking in this guide. Unarranged Overdraft We will treat you as having asked for an Unarranged Overdraft if you try to make a payment that would: n cause your account to go overdrawn without having an Arranged Overdraft in place; or n cause your account to go over the limits of an existing Arranged Overdraft. Different fees and interest rates apply to an Unarranged Overdraft. Visa debit card This is two cards in one. It s a cash card (you can use it for all the functions on a cash machine) and a debit card. You can use it to pay for things wherever you see the Visa debit sign. 23

24 Current Accounts User Guide Further information Call in to any Santander branch Call us on Visit Plain English Campaign s Crystal Mark does not apply to the following text: Santander is able to provide literature in alternative formats. The formats available are: large print, Braille, audio tape and PC disk. If you would like to register to receive correspondence in an alternative format please give us a call and ask for a Preferred Communication Request form. Santander UK plc. Registered Office: 2 Triton Square, Regent s Place, London NW1 3AN, United Kingdom. Registered Number Registered in England. Telephone Calls may be recorded or monitored. Authorised and regulated by the Financial Services Authority except in respect of its consumer credit products for which Santander UK plc is licensed and regulated by the Office of Fair Trading. FSA registration number Santander and the flame logo are registered trademarks. Santander UK plc advises on mortgages, a limited range of life assurance, pension and collective investment scheme products and acts as an insurance intermediary for general insurance. BANK 0457 FEB 11 T. This item can be recycled.

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