Santander - Yeadon branch

Santander , Yeadon - A High Street Bank catering for diverse communities

7 November 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 strives to be Simple , Personal and Fair while helping people and communities prosper. In doing so , we acknowledge that every customer is different , and will therefore have different requirements.

Undoubtedly , we will meet vulnerable customers on a daily basis and it is important that we make their experience the best it could possibly be. All staff have received training in order to support our customers while we all take responsibility for helping those who need that little bit extra.

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

There are many factors which could hinder this customer experience.

Technology advances at a rapid pace and is now prominent in the workplace. It is important that we engage with our cusomers to remove any barrier that may exist.

We have regulatory obligations which must be met. It is important that we find a balance between helping our vulnerable customers while maintaining our regulatory standards. An example of this would be Data Protection.

Visual and Auditory elements of the branch environment are also a huge factor. However , by ensuring that all staff are trained , and therefore aware , we can ensure these are kept to a minimum.

2. Actions

  • Staff Awareness.

    Dementia Friend to visit Branch to provide training to staff. This will promote awareness and help the branch foster and wunderstanding of the challenges faced by those with dementia on a daily basis

  • Advocacy

    Branch to appoint Champion who will run regular branch activities as well as becoming a dementia friend to help engage with minority groups. Meeting have already been help and progress is iminent.