Santander UK PLC - Ilkley

Santander UK PLC - IlkleySantander UK Logo

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 Ilkley is a small community branch, with staff keen to deliver high levels of customer care and to really understand the needs of our customers.

1.  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 help vulnerable customers but not compromising on procedures).

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