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Santander - Street Lane branch


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?

At Santander we strive to be simple, personal and fair for all of our customers. We aim to provide a fantastic customer experience through our products and services. We appreciate that every person has a different need and acknowledge that some issues may be able to be resolved through knowing our customer well. Santander want to be able to support local communities within our towns, cities and villages and realise the added value that can be brought to the area with this support.

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

The main challenge I think we would face would be making sure out procedures remain compliant and in line with regulations whilst supporting customers who may be vulnerable. Another challenge would be around the footfall within the branches - ensuring we are acknowledging customers needs no matter how busy the branch is.

Member website


2. Actions

  • Ensuring the branch is Dementia Friendly

    In street lane branch we aim to ensure the branch enviroment would not cause our customers with dementia potential stress/hazards. We will review the enviroment to make sure that this is suitable and welcoming to all of our customers.

    We wold like to display the Dementia Friends Logo to ensure it is apparent to our new and existing customers that we are a dementia friendly branch.

  • Staff Training

    In Street Lane we invited a local Dementia Friends champion from the local area to the branch to run an hour long session for the team members to raise awareness of the issues that customers may face. We were provided with information packs to take home and digest. This enabled the team to understand the illness and think of ways in which we can help improve our service provided to the new and existing customers living with the condition.