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Santander Leeds Crossgates

At Santander we strive to be simple, personal and fair for all of our customers. We aim to provide a professional customer experience through our products and services. Santander supports the local communities within the local area.

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. Our aim 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. Banking procedures can create frustration (e.g. chip and pin) however staff are aware by receiving staff awareness training (time and resourcing). Remaining compliant with our internal procedures and with the FCA/DPA regulations (wishing to help vulnerable customers but not compromising on procedures)

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

The main challenge we face is making sure our procedures remain compliant and in line with regulations whilst supporting customers who may be vulnerable ensuring we are acknowledging customers needs no matter how busy the branch is. We aim to ensure the branch environment would not cause our customers with dementia potential stress. We will review the environment to make sure that this is suitable and welcoming to all of our customers displaying the Dementia Friends Logo to ensure it is apparent to our new and existing customers that we are a dementia friendly branch We invited a local Dementia Friends champion from the local area to the branch to run a BDH session to raise awareness of the issues that customers may face. We were provided with information packs to take away enabling the team to understand Dementia and think of ways in which we can help improve our service to our customers

2. Actions

  • Invite Local dementia representative to deliver a talk

    Invite Local dementia representative to deliver a talk