Santander UK is a leading financial services provider 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 and its regional corporate business centres Santander Skipton 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

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. 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 vunerable customers, refresher training is carried out annually to ensure we maintain awareness.

We acknowledge banking procedures can create frustration (eg chip and pin) however we know how to apply discretion and how to make sure we take extra care when dealing with vunerable customers.

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

Challanges that we face are:

We have new members of staff starting and need to ensure that they receive the awareness training and they are not forgotten.

We must remain compliant when dealing with vunerable customers with our internal procedures and with the FCA/DPA regulations.

Time as in busy periods making sure we are vigilant to customer needs regardless of how busy we are.

2. Actions