We're making some changes to how you bank and shop online as a result of new regulation which affects the whole banking sector.

We're making the changes over time and you'll start to see them soon.

1. Online Banking has a new look
When you log on, you'll notice that the Online Banking log on screens look different to before. We've got a new design and we've made it easier for you to log on.

You'll now only need your Security Number and Personal ID to log on. You won't need Image and Phrase anymore. 

New Online Banking log on screenshot


2. Extra security when you shop online and for some transactions
When you shop online and for some transactions, you may sometimes be asked to take an extra step to verify that it's you making the transaction, by using the mobile app or an OTP.

If you use our mobile app, you'll be directed to it to authorise purchases using Face ID or Touch ID for iOS users, Fingerprint for Android users, or if you're not set up for biometrics, your Security Number.

If you don't have our mobile app, you'll still be able to authorise purchases using an OTP that we'll send to your registered mobile phone number.


In Spring 2020 we'll be making more changes, as new regulation asks us to add an additional check to confirm it's you when logging in to Online Banking. You can do it in one of two ways:

1. By having our mobile banking app
When you log on to Online Banking you may be referred to the mobile app, which will simply ask you to use your fingerprint, face or Security Number as the additional check that it's you. You can then continue to use Online Banking as you normally do.

2. By using One Time Passcode (OTP)
If you don't have our mobile banking app, we'll send you an OTP to your mobile phone as the additional check that it's you.

Whichever way you choose, we're only using the mobile banking app or the OTP to help confirm it's you. You can continue to use Online Banking as normal once the check has been done.

If you haven’t already, download our mobile banking app and follow the instructions to get started.

  • If you have an Apple device go to the App Store and search ‘Santander Mobile Banking’.
  • If you have an Android device go to Google Play and search ‘Santander Mobile Banking’.
  • Or click the links below.

app store badge google play badge

Once you have the app, you may find that Mobile Banking is another convenient way for you to bank. Lots of our customers use both Online and Mobile Banking.

What you should do if you can't download the app?
To download our app, your device needs to be running iOS10 or above for Apple and Lollipop 5.0 or above for Android. 

If you don't know what your device is running, you can find out on our mobile banking page in the 'Is your device supported?' section.

Don't worry if you can't download the mobile banking app - you can still continue to use Online Banking as normal, we'll send you an OTP as the additional check to confirm its you. Make sure we have the right number for you

We're committed to helping you understand the importance of these changes and how they impact you. Here are some of the questions customers are asking us about the new banking regulation. 

Will I be able to use Online Banking without using a mobile device?
Using a mobile phone to authenticate certain things you do in online banking is an option, you can find out more about our mobile banking app here. If mobile phone is not an option for you then talk to us about alternatives.

Why do I need to enter my full Security Number rather than a few numbers?
We've listened to your feedback and made the decision to revert back to full entry of Security Number coupled with the mobile app or OTP to make it easier to log on going forward. 

What happens if I'm also a Business Banking customer?
The changes will affect both personal and business customers.

If you need to get in touch with us log on to Online Banking and send us a secure message or call us on 0800 917 9170.

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