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Santander Keighley

Santander UK is a leading financial services provider that offers a wide range of personal and commercial financial products and services in the UK.

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 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 such as making sure out procedures remain compliant and in line with regulations whilst supporting customers who may be vulnerable and ensuring that in a busy branch environment we constantly remain vigilant to customer needs

Member website


2. Actions

  • Awareness & Understanding

    Host a dementia friends awareness session with my team to ensure we all have a clear understanding of how to overcome issues to enable us to support our customers further

  • Advocacy

    All staff provided with badges at our training session to show our commitment. Branch to appoint a "champion" to ensure we are be consistent in our approach
    Being implemented