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Santander - Headingley branch

High Street Bank

7 November 2016
North West
Local Alliances:
Leeds 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?

Our purpose at Santander is to help People and communities prosper. Whilst all Santander staff already complete interactive training on an annual basis, at a local level we are looking to take further action to support those with dementia. We work in close partnership with St Anne's Community Services to support a full spectrum of vulnerable customers in maintaining their independence. Through increased understanding and awareness we are able to provide alternative solutions for people living with Dementia i.e. Chip & Signature cards to support them in living well.

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

As a financial institution we work in a heavily regulated environment. Whilst looking to support those with dementia we need to ensure we maintain our responsibilities under the Data Protection Act and to the Financial Conduct Authority. i.e. a customer who opened a new account but did not remember some of the information covered could result in a failed quality check for disclosure. Beyond this ensuring that customers accounts remain secure i.e. PIN numbers not written down and ensuring that anyone who is helping a customer with Dementia has their best interests at heart.

Member website


2. Actions

  • Staff Awareness

    Dementia Friends Champion to attend branch and deliver training to all staff to promote awareness and understanding of the challenges faced by those with Dementia and how we can support these. Branch manager to ensure this training is then delivered in house for any new joiners/ post and staffing changes.

  • Community Awareness

    Ordered coppies of 'The Dementia Guide' to display in branch. These is addition to Dementia Friends pin badges and Branch decals will be used as talking points to increase awareness and to educate arorund how people can assist thos ethey know who are effected.

    Being implemented
  • Premesis Review

    A review of the premises to be complete to identify how the branch could be viewed by someone with Dementia. Taking in to account Lighting, floor-plan, signage, any potential source of disorientation or any areas that could be perceived as a danger or threat (i.e. dark door mat - hole). Ensuing that these physical aspects of the branch are arranged in such a way as to be as welcoming and supportive to those with Dementia as possible. Decals displayed externally to demonstrate that we are a Dementia Friendly Team.
    Being implemented