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Santander UK Plc (Bradford)

Bank / Financial institution in busy city centre

16 September 2016
Yorkshire and Humber
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?

There are several challenges we face.

Firstly ensuring all staff receive awareness training (time and resourcing) and that new starters are not forgotten in the process.

Remaining compliant with our internal procedures and with the FCA/DPA regulations (wishing to helpvulnerable customers but not compromising on procedures)

Busy branch environment – making sure we remain vigilant to customer’s needs regardless of how busy we are

Member website


2. Actions

  • Awareness / Understanding

    to host a dementia friends awareness  session with my full team in order to highlight key issues that could affect our customers and how we can overcome these and support our customers further


    2016 - Third Quarter Update

    New Member

  • Dignity

    All team members, now aware of what signs to look out for, to treat our customers with the utmost dignity and respect at all times. We commit to being patient with our customers at all times and when appropriate, moving the customer to a more private part of the branch to discuss their financial issues in a 'safer' environment to ensure the customer is more at ease


    2016 - Third Quarter Update

    New Member

  • Identification / Chip and Pin

    We commit to offering alternatives to chip and pin for our customers who are struggling to remember their 4 digit PIN. This includes offering chip and signature cards as an alternative and passbook accounts if the customer would prefer this option. When needing identification we will ensure we apply managerial discretion for transactions whenever possible to make sure customers do not need to make any addidtion visits to the branch.


    2016 - Third Quarter Update

    New Member