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Savings accounts

Already applied for a Savings Account online?

What happens next?

  • Within five working days of submitting your online application you should receive an email. This will either confirm your account is open or it may ask you to provide some further identification.
  • If we asked for some further identification we will have attached a document detailing what we need to see and asked you to return to our freepost address
  • The confirmation email will include important account information such as your user guide. It will also include the sort code and account number of your new savings account so that you can pay money in and start savings using your new Santander savings account straight away.
  • If you are new to Santander Online Banking, or simply requested a new card for your savings account, we will post your Online Banking credentials and new card to the address you provided within 7 - 10 working days of your welcome email.

> I haven't received an email
> I haven't received my Online Banking credentials
> Why am I being asked for further identification?
> I don't have the freepost address to return my identification to
> I don't have the document detailing identification requirements
> I don't have the user guide


Already applied for a Savings Account over the phone?

What happens next?

  • If we were able to confirm your identify over the phone your savings account will have been opened during the call and you will have been given your sort code and account number by our adviser.
  • If we asked you for further identification we will have sent you a letter detailing what we need to see and asked you to return that to our freepost address
  • Once your Savings Account is open we will send you a welcome letter which includes important account information such as your user guide.


> I haven't received a letter
> Why am I being asked for further identification?
> I don't have the freepost address to return my identification to
> I don't have the document detailing identification requirements
> I don't have the user guide

Still can't find the answer you're looking for? Check the complete set of FAQs

I haven't received an email

It can take up to five working days from the date you applied to receive an email from Santander. Remember 'working days' do not include Bank Holidays and weekends.
Sometimes emails from Santander are filtered into trash or junk folders by mistake, so you should check these folders.  It's also worth adding customerservices@# to your email address book as this can help make sure our emails are not filtered out.
If it's been more than five working days and you still haven't received an email then contact us and we'll track your application for you.

I haven't received my Online Banking credentials

Allowing for weekends and Bank Holidays, it could be up to 10 working days after receipt of your welcome email that you receive your Online Banking credentials.  At busy periods for post, particularly Christmas, we recommend you allow an extra couple of days. If, 14 days after receiving your welcome email, you still haven't received anything, then contact us and we'll look into this for you.

Why am I being asked for further identification?

To protect our customers against fraud we are legally required to verify the identity of each new applicant, even if you're already a Santander customer.  We can often do this electronically.  If we can't verify you electronically, it could be because you've moved recently or aren't on the electoral roll, for example. In these cases we need to ask you to provide us with copies of documents (such as a passport) that we can accept to prove your identity.

I don't have the freepost address to return my identification to

All identification can be sent back to us freepost to:
Freepost RRTL-RXRL-JUEA,
Santander Account Openings
9 Nelson Street,
Bradford, BD1 5AN

Please do not send valuable originals such as passports and driving licences through the post and ensure that the document(s) are photocopied on both sides and returned to us with your reference number, name and date of birth written on the back so that we can match it back to your application.

I don't have the document detailing identification requirements

The 'Customer Identification Requirements' document that we have sent you via e mail or with a letter can be located in our 'Proof of ID' page.

(To open this document you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free).

I haven't received a letter

It can take up to five working days from the date you applied over the phone to receive a letter from Santander. Remember 'working days' do not include Bank Holidays and weekends.
If it's been more than five working days and you still haven't received a letter then contact us and we'll track your application for you.

I don't have the user guide

The savings user guide should have been attached to your welcome email or letter.  If you didn't receive your email or the attachment you can download the Savings User Guide here (To open this document you will need to have Adobe Reader. If you don't already have Adobe Reader you can download it for free).