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Santander - Guiseley branch

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?

At Santander are key values are that in all we do and the actions we take we should be simple, personal and fair, this is applies to not only our customers but also our staff, this therefore is also applicable to those with dementia and also those caring for people with dementia.

At Santander we aim to contribute to and support our local communities as well as our existing customers. By learning more about dementia and completing the training offered we can be a more dementia friendly branch supporting our customers with the aim of making banking more accessible. By doing so we are also helping to create a more dementia friendly environment in our community.

All staff should be aware of and acknowledge the troubles and frustrations that can arise for customers with dementia while completing financial transactions in our branches e.g. use of chip and pin machines, struggling to recall the terminology used in banking and meeting ID requirements. In branch we need to know when to refer a situation to enable us to help wherever possible rather than just saying no to customers. We must be patient and offer support where required.

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

Space is a factor when working in a small branch. The counter is close to the main door and the electric assisted door means that after customers enter or leave the branch the door remains open for a period of time, this can make it noisy at times, someone with dementia may find this more challenging when being served, when at all possible we would take the customer into the office where it is quieter however with just one office this is often not possible.

When dealing with vulnerable customers it is important to also remember that we must remain compliant with our internal procedures and regulations that are in place. However we must help where possible and when applicable and suitable to do so make use of processes in place such as known customer and discretion guidelines to aid customers by making banking more accessible.

Another challenge we face is security. We have a responsibility to help our customers keep their accounts secure, this can be challenging when dealing with customers with dementia. Issues such as making sure pin numbers aren’t written down, maybe offering chip and signature cards to customers struggling with using and keeping a pin secure, having a discussion with customers if transactions are requested that are out of character / seem unnecessary, and trying to ensure those assisting people with dementia have their best interests at heart.  

Member website


2. Actions

  • Arranginga visit from Dementia Friends

    Arranging a visit from Dementia Friends to speak to branch staff to educate us more about dementia, its symptoms and most importantly how we can help those with dementia live well in our community and what role we play in achieving this.

  • Display of Dementia friends sticker

    Once all training has been completed, we will display the Dementia Friends sticker in our branch window this lets people in the community know that we have received training and that we will do all we can to support those with dementia and their families, this should make those with dementia and their loved ones feel more comfortable and confident about using Santander and this branch in particular as banking can be daunting for vulnerable.
    Being implemented
  • Continuation of protection for our vulnerable customers

    Continue our efforts to keeping vulnerable customers’ accounts secure, chatting with customers if they request a transaction that’s out of the ordinary or seems excessive, they may be confused or could have fallen victim of a scam. Help customers with regard to chip and pin safety, not writing down pin numbers, not sharing numbers and maybe discussing chip and signature cards with customers who are struggling to use a pin. We also need to remain observant and if we have any suspicions that anyone helping the customer may not have their best interest at heart action has to be taken.

    Being implemented
  • Inclusion of vulnerable customers

    Some of our customers suffering with dementia may have POA’s acting on their behalf, if a customer is in branch / in an apt with the POA and customer present if appropriate try include the person in conversation and acknowledge them as we have to remember plenty of customers with dementia can still communicate and even if they don’t fully comprehend what’s being said it can still improve their experience, after all we must remember it is there accounts that are being discussed.

    Being implemented