Santander - Horsforth branch

Santander UK is a leading financial organisation 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, on-line and its regional corporate business centres. Santander Horsforth is a small community branch, with staff keen to deliver high levels of customer care and to really understand the needs of our customers.

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?

Our purpose at Santander is to help people and communities prosper. Our key values are to be Simple, Personal and Fair for both it's customers and employees. Santander is keen to create value for our communities, supporting the local community as well as supporting our new and existing customers.

Whilst Santander employees complete interactive training on an annual basis, at a local level we are lokking to take further action to support those with Dementia with refresher training to ensure we maintain our awareness.

Having a better understanding  and awareness we can offer alternative solutions for people living with dementia e.g Chip and Signature cards to support them.

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

There are several challenges that we face and as a financial organisation we are heavily regulated and have to remain compliant with our internal procedures ensuring that FCA/DPA are not breached especially when supporting our vulnerable customers.

Ensuring all staff ( including new starters ) recieve their awareness training as time and resource can sometimes interfere.

A busy Branch environment can be a difficult factor and remaining focused to our customer needs at all times is imperative regardless of how busy we are.


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2. Actions