Santander - Wimbledon Financial Centre
Santander UK is a leading financial organisation 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, on-line and its regional corporate business centres. Santander Wimbledon is a community branch, with staff keen to deliver high levels of customer care and to really understand the needs of our customers.
- 10 January 2019
- Businesses and shops, Finance
- Local Alliances:
- Merton 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?
Our purpose at Santander is to help people and communities prosper. Our key values are to be Simple, Personal and Fair for both it's customers and employees. Santander is keen to create value for our communities, supporting the local community as well as supporting our new and existing customers.
Whilst Santander employees complete interactive training on an annual basis, at a local level we are looking to take further action to support those with Dementia with Dementia Friends sessions for our staff to maintain our awareness.
Having a better understanding and awareness we can offer alternative solutions for people living with dementia e.g Chip and Signature cards to support them, as well as being able to consider more safeguarding issues.
2. What are the challenges to delivering these outcomes from the perspective of your organisation?
It is important that all staff receive awareness training, which can be a challenge due to resourcing and time available, and it is important that new starters are not forgotten in the process, and that existing staff knowledge is not allowed to fade.
When dealing with vulnerable customers we must also ensure that we remaining compliant with our internal procedures and with the FCA/DPA regulations.
Time is also a difficult factor, as we work in a busy branch environment, we must make sure that we remain vigilant to our customer’s needs regardless of how busy we are.
Dementia FriendsWe will arrange for staff, particularly those in customer-facing roles, to take part in a ‘Dementia Friends’ session to help improve their understanding of dementia and how customers may be affected.
Dementia ‘Guide for Customer-Facing Staff
We will ensure staff have access to the Alzheimer’s Society ‘Guide for Customer-Facing Staff’.
We will continue to ensure that staff are readily available and are proactive in offering support to those entering the premises. This is crucial for helping those customers who may find difficulties with certain tasks or who simply may benefit from the assurance that assistance is always available if needed.
Scam Avoidance SchoolWe will continue to offer our scam school sessions to local groups and will be working with staff from the Merton Dementia Hub to help raise awareness for their group members.
Dementia Friendly Environment Checklist
We will use the Dementia Friendly Environment checklist and consider changes where possible.