Part of our Santander UK — Complete Guide 2026 hub.
Santander UK provides customer support by phone, in-app chat, online banking, and in branch. Here’s a complete guide to every contact method, what each channel is best for, and how to escalate a complaint if needed.
Santander UK Contact Numbers
| Query Type | Number | Notes |
|---|---|---|
| Personal banking (general) | 0330 9 123 123 | Main line for most queries |
| Lost or stolen card | 0330 9 123 123 | Select card option; freeze instantly in app |
| Fraud and scams | 0330 9 123 123 | Fraud team available 24/7 |
| Mortgages | 0330 9 123 123 | Ask for the mortgage team |
| Bereavement | 0330 9 123 123 | Ask for bereavement services |
| Text Relay (hearing impaired) | Available via 18001 prefix | Use before the main number |
0330 numbers are charged at local rate and included in the free minutes of most UK mobile contracts.
Santander App — Chat and Messaging
The Santander mobile app includes a chat feature that lets you contact the support team without calling. This is useful for non-urgent queries such as:
- Account information and statements
- Direct debit or standing order questions
- Card queries
- Savings and ISA enquiries
To access in-app chat:
- Open the Santander app and sign in
- Tap Help at the bottom of the screen
- Select your query type — a virtual assistant will handle common questions and can escalate to a human agent if needed
Response times for messages vary — typically within a few hours during business hours. For anything time-sensitive, call instead.
Reporting Fraud to Santander
If your card has been lost, stolen, or you suspect unauthorised transactions:
Immediate steps:
- Freeze your card in the Santander app — tap Manage card → Freeze card. This is instant and reversible.
- Call 0330 9 123 123 — select the fraud/lost and stolen option. The fraud team is available 24/7.
- Change your online banking password via the app or santander.co.uk once you’re in a safe location.
Types of Fraud Santander Can Help With
Unauthorised card transactions — if someone has used your card without your permission, Santander will investigate and you’re typically entitled to a chargeback under Visa and Mastercard rules.
Authorised push payment (APP) fraud — if you were tricked into sending money willingly to a fraudster, report it immediately. Under PSR rules in force from October 2024, banks including Santander are required to reimburse most APP fraud victims. Time is critical — the sooner you report, the better your chances.
Phishing and impersonation — if you received a message claiming to be from Santander asking for login details or passcodes, do not respond. Santander will never ask for your full PIN, online banking password, or one-time passcode. Forward suspicious texts to 7726 (free, all networks). Suspicious emails can be forwarded to Santander’s dedicated phishing address (check santander.co.uk for the current address).
If you receive a call from someone claiming to be Santander who asks for sensitive information, hang up and call 0330 9 123 123 yourself using the number from the Santander website or the back of your card.
Visiting a Santander Branch
Santander has a large UK branch network, though it has reduced in size in recent years. Branches are the right option for:
- Opening or upgrading an account in person
- Bereavement and estate administration
- Power of attorney registration
- Large cash transactions
- Face-to-face mortgage or financial advice
Use the Santander branch finder at santander.co.uk to check which branches are open near you and their current hours before travelling.
How to Make a Formal Complaint to Santander
Step 1 — Raise the complaint with Santander directly
You can make a complaint:
- By calling 0330 9 123 123
- Via in-app messaging
- In writing to Santander UK Customer Services (address on the Santander website)
- In person at any Santander branch
State clearly what happened and what resolution you’re looking for. Santander must send a final response within 8 weeks. For straightforward issues, most complaints are resolved within days.
Step 2 — Escalate to the Financial Ombudsman Service
If Santander’s resolution is unsatisfactory — or 8 weeks pass without a final response — you can escalate free of charge to the Financial Ombudsman Service (FOS):
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from UK landlines and mobiles)
- The FOS is independent and its decisions are binding on Santander
You must exhaust Santander’s own complaints process before the FOS will accept your case.