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Santander - Otley branch

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 Otley is a small community branch, with staff keen to deliver high levels of customer care and to really understand the needs of our customers.

22 August 2016
Yorkshire and Humber
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?

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

Santander have introduced 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 that many banking procedures can create frustration (eg chip and pin) however we have procedures in place in order to be able to exercise discretion and care when dealing with vulnerable customers.

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

It is important that all staff receive awareness training, which can be a challenge due to resourcing and time available, and it is important that new starters are not forgotten in the process, and that existing staff knowledge is not allowed to fade.

When dealing with vulnerable customers we must also ensure that we remaining compliant with our internal procedures and with the FCA/DPA regulations.

Time is also a difficult factor, as we work in a busy branch environment, we must make sure that we remain vigilant to our customer’s needs regardless of how busy we are.

Member website


2. Actions

  • Staff Awareness – Improving our awareness of dementia

    To invite a local Dementia Friends Champion to our branch and for them to present a one hour awareness training session.
  • Dementia Friendly Attitude

    Now that the team understands the impact of positive and negative experiences on dementia sufferers, we are aiming to ensure that our personal interactions with customers who may be suffering from dementia are always positive ones, and aim to remain upbeat and helpful even during more challenging interactions.

    Being implemented
  • Raising Awareness within our Community

    We will display the dementia friendly logo (once we are approved) showing visitors to the branch that we are dementia friendly. We will make our Otley Chamber of Commerce aware of our Dementia Friendly Status and ask that they announce it in their newsletter that goes to local businesses.
  • Appoint a Dementia Champion

    Philippa Norris the Branch Manager will take on this role and incorporate the dementia action plan into the quarterly branch health and safety testing/awareness to keep the focus on Dementia.

    Being implemented