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Santander UK is a leading financial services provider that offers a wide range of personal and commercial financial products and services in the UK. The bank serves around 14 million active customers through our branch network and its regional corporate business centres Santander Ilkley is a small community branch, with staff keen to deliver high levels of customer care and to really understand the needs of our customers.

9 November 2016
Yorkshire and Humber
Local Alliances:
Bradford District Dementia Action Alliance, Yorkshire & Humber 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?

Santander’s key values are to be Simple, Personal and Fair for both its customers and employees alike. Part of our business model is to create value for our communities, supporting both the local community as well as supporting our new and existing customers.

Santander have introduced an interactive learning for all staff on how to help and support our more vulnerable customers. Refresher training is carried out annually, to ensure we maintain our awareness.

    We acknowledge banking procedures can create frustration (eg chip and pin) however staff are  aware of when to refer a situation, rather than just saying  no.

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

There are several challenges we face.

Firstly ensuring all staff receive awareness training (time and resourcing) and that new starters are not forgotten in the process.

Remaining compliant with our internal procedures and with the FCA/DPA regulations (wishing to helpvulnerable customers but not compromising on procedures)

Busy branch environment – making sure we remain vigilant to customer’s needs regardless of how busy we are

Member website


2. Actions

  • Raise awareness across other branches.

        The Ilkley Branch Manager will present the above actions to the other 18 Branch Managers within the Leeds and Bradford Region. With the support of the Regional Manager all branches will sign up to the action alliance, arranging for a Dementia Friend Champion to visit their branch to carry out an awareness session and to follow this up with their own action plans.


    2016 - Third Quarter Update

    All 18 branches within the Leeds and Bradford region will have received their Dementia Friends session by the end of August. This has been a challenge to coordinate but the support of the volunteers has been fantastic. My next step will be to ask each of the 18 branches to submit their own action plan

    as at 1/11 all action plans now submitted and on the DAA website