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santander Bingley

Santander Branch network which serves the public in each town .

28 September 2016
North West
Local Alliances:
Bradford District 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 for both its customers and employees alike. Part of our business model is to create value for our communities, supporting both the local community as well as supporting our new and existing customers.

Santander have introduced an 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 banking procedures can create frustration (eg chip and pin) however staff are  aware of when to refer a situation, rather than just saying  no.

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

When the branches are busy we have to ensure we remain looking after our customers with individual needs and ensure they are not over-looked. We need to ensure the staff training is done on time and not forgotten .

We have internal and external regulations we need to ensure we comply to .

Member website


2. Actions

  • Staff Awareness

    To ensure all the staff have a training session so they understand the challenges faced by those people with dementia. Anyone absent on the day to have a session with the branch manager

  • community Awareness

    All staff to wear the dementia Friends badge with pride and feel confident in having conversations with customers . Branch signs to be displayed

    Being implemented
  • Is our buliding dementia friendly

    Check the branch for any potential dangers or areas of confusion . Ensure a quiet area available when necessary . Ensure help is always available by trained staff
    Being implemented