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Santander Plymouth

Santander UK plc is a United Kingdom bank wholly owned by the Spanish Santander Group. Santander UK is one of the UK's leading personal financial services companies. the bank employs circa 20,000 staff and has 14 million active customers with 1010 branches and 50 corporate business centres. Plymouth City Centre has two branches with 40 staff and approximately 20,000 customer transactions taking place in our branches each month.

9 December 2015
Local Alliances:
Plymouth Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

To be Simple, Personal and Fair for all our customers. Santander have developed a new course to help support our more vulnerable customers. The course is mandatory for every colleague to complete and gives us a better understanding of our role and responsibilities to help support all of our customers.

In Plymouth we want to take this to the next level and specifically look to support people with dementia and their carers. Our plan is to  run an hour workshop with all staff in the Plymouth branches (including Plymstock and Plympton) which is approximately 55 staff. This will help raise awareness and understanding of how we can recognise customers who need our support and what action we need to take to make things easier for them.

We will also look to run an awareness session at our Branch Manager meeting before the end of 2015 so that the remaining 19 branches in our region have an awareness.

We will commit to reviewing all of our services regardless of whether the customer walks in/has an appointment or speaks with us on the telephone.

We will provide feedback to our head office regarding brochures/colours/doormats etc.

We have already been asked to run dementia awareness sessions at All Saints Academy and will extend this to invite other schools that we deal with.

We are working with the Plymouth City Centre Company, Healthy High Streets group and Plymouth City Council and will look to support them in running dementia awareness sessions with retailers within Plymouth.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Our biggest challenge is resourcing as there is so much opportunity to support our staff and other organisations. We will ensure that we plan our time effectively and ensure that our goals are achievable.

Member website


2. Actions

  • To ensure that everyone in our Plymouth branches attends the one hour dementia awareness session.

    Member of staff team who has completed dementia champions training will attend each branch and run a dementia awareness session during their staff training time before the end of 2015. This will be scheduled in and specific actions will be agreed with each branch.

    Being implemented

    2015 - Fourth Quarter Update

    New member

  • Work with Healthy High Streets, Plymouth City Council and City Centre Company to engage Plymouth City Centre retailers with dementia awareness

    Dementia Awareness Day to be agreed for City Centre, February 2016. this will take place on the Piazza. Santander's Dementia Champion will look to assist with running awareness sessions in a bus provided by Plymouth Citybus, working with Plymouth City Centre Company, PCC and Drake's Circus.


    2015 - Fourth Quarter Update

    New member

  • Support schools in educating their pupils about dementia

    Santander's Dementia Champion will arrange a couple of sessions with All Saints Academy before the end of March 2016. If this is successful, will offer the same to other schools that Santander currently works with.

    Being implemented

    2015 - Fourth Quarter Update

    New member