Important Security & Privacy Information



1. We will never send you an email asking to confirm security questions or update your information.

We will NEVER send you an email asking you to enter your Internet Banking details. Whenever you log on or enter your security details, it should always be after you have visited the logon page through When you want to access our Internet Banking Service – always type into the address bar of your browser. Never click on links or pictures in emails, and avoid setting as a favourite in your browser.

2. When you receive such an email, this is an attempted fraud. This is known as PHISHING (pronounced fishing) as a fraudster is ‘fishing’ for your security details, to try and log into your account to steal money.

Like most banks, we have been targeted by Phishing scams. If you have received such a scam email, DO NOT click on any links or pictures, or open any attachments. Instead, please forward it to and help us reduce online fraud. We cannot guarantee a response to each email, but we will investigate every report.

3. Fake Websites

Typo-Squatting also referred to as Cyber-Squatting. Spoof websites are set up which look like the genuine bank website. The sites are accessed by typing the bank address with various minor typing errors. For example, instead of the fraudsters will set up sites at To avoid being caught by this type of scam you should always type the proper URL (the website address) into the address bar and check that it is correct before you enter your Online Banking details.

4. Vishing

Vishing or Voice Phishing is the criminal practice of using social engineering over the telephone system to gain access to private personal and financial information from the public for the purpose of financial reward.

There are a number of techniques used by criminals, but the most frequent one involves the victim receiving a call purporting to come from the fraud department of their bank, and is advised there has been an attempted fraud on their account. The victim is told to call the telephone number on the back of their bank credit/debit card, however, (unknown to the victim) the perpetrator remains on the line and obtains security details from the victim.

Criminals can only succeed if they obtain your secret security information such as a PIN number or password. The following are important points for you to remember to keep your personal information confidential:

  • We will never ask you for your full PIN or Password when identifying you over the phone or online.
  • If asked to call back the number on the back of the card; use another phone line or wait a few minutes before using the same phone again
5. Contact us

If you have received any scam emails or fraudulent telephone calls and are concerned you have revealed security information, please contact us.


To help you keep your internet banking activity more secure, we recommend you follow some sensible practical rules:

1. Your own Computer Security

Always install the latest and most up to date security tools, including Anti-Virus software, Anti-Spyware/Adware software and use a personal firewall. Always use appropriate security tools for your computer, and keep them up to date. Remember if a new virus is written there is less chance that older Security packages will be able to detect it. For more information, consult your Internet Service Provider, or Operating System manufacturers like Microsoft or Apple.

Always ensure your Operating System is secure - for the most up to date ‘patches’ in Windows, use the Microsoft Windows Product Updates site. For Microsoft Office products such as Word and Excel, go to Office Update. Apple users will need to go to Apple support. Criminals can use vulnerabilities in software to obtain your information, so make sure you have the latest security updates for your particular computer. You can set your computer to update automatically, so get more information on this from your provider.

Always try to avoid using Public Access Terminals such as at Internet Cafés to do your internet banking. You cannot be sure of the level of security on the machine you are using, it may not be secure. Remember, you have no control over what is on someone else's machine, any information you enter on a website may be stored on the machine you use even after you log off.

Always ensure your home network/connection is secure - if you connect using a wireless broadband network, contact your service provider for information on ensuring your network is secure.

Further information about securing your computer is available on the Get Safe Online and Bank Safe Online websites. For information on using your card online, go to Card Fraud Advice.

Please note that we have no control over the websites offered here and are not liable for your use of them
2. Your Personal Details

Always keep your logon credentials secure, and never write them down.

Always make sure that we have up to date contact details for you. We may need to contact you from time to time when we need to check transactions or other activity with you. If we are unable to contact you in these situations we may take direct action to secure high risk funds which could cause you disruption. We do this to minimise disruption to your account.

Never tell anyone what they are, even if you share a joint account with them. You must never tell a Santander Private Banking employee. We might ask you to confirm certain digits from your password to identify yourself when you contact us, but we will never ask you to tell us the entire password.

Never send account details or personal details by email because there's a risk it could be intercepted on the way.

3. Using the Internet

Always make sure you log off our secure site successfully when you have finished. Close down your Internet browser once you've logged off. Simply disconnecting from the internet itself isn't enough.

Never leave the computer alone while you are logged into the Internet Banking Service - for your added protection, if you have been inactive after 10 minutes online with us, we'll automatically log you off.

Always access our Internet Banking Service by typing in the exact bank address (

Never enter a banking site via an email or internet page link and disclose your login details. This applies to any computer that you use.

Whenever you are asked for personal or security details make sure it is a secure site - the address bar will start with https://... and if you're using Internet Explorer there will be a Padlock Symbol in the bottom right of the window. Further information about the website can be obtained by double-clicking on the Padlock - this will display the SSL certificate which shows who owns the certificate and if it is valid. Different browsers employ different means of highlighting Secure Sites.

Peace of Mind

To give you real peace of mind though, in the unlikely event funds are taken from your account without your authorisation, we would pay you back any loss incurred from fraud, up to the value of the amount fraudulently taken. All we ask is that you have not acted fraudulently or without reasonable care to keep your security information safe.

Online Safety

We’re totally committed to protecting you when you use this website. To confirm your identity when logging in to our Internet Banking Service we use your Membership Number, Internet Login Password and Security Code, all of which have been designed in accordance with financial industry standards and best practice. Furthermore, any information sent to you via our Internet Banking Service is protected by strong industry-standard security technology.

To make your Internet Login Password and Security Code harder to guess, please follow these rules:

  • Your passwords should be a combination of characters and numbers

  • Avoid obvious character and number sequences

  • Choose passwords that are familiar to you but difficult for others to guess

  • Adopt passwords that you can type quite quickly, making it difficult for someone else to observe

  • Change your passwords if you suspect that someone else may know them

  • Never write your passwords down or disclose them via email

  • Never tell anyone your passwords – not even employees of Santander Private Banking

Protecting you with technology

The information on our website is split into two types of area: ‘freely accessible’ areas and ‘secure’ areas. We don’t mind who visits the freely accessible areas and we don’t check on who does. None of your private accounts information is kept there, just general information about our products and services that anyone can have access to.

Our website’s secure areas

The secure areas are where we do keep all personal information, which is why you have to enter a Membership Number, Internet Login Password and Security Code before we give you access. For example, you’ll use the secure areas of our site when you access your accounts online.

You can identify secure areas by looking for the padlock symbol in the bottom right hand corner of your web browser.

In addition, any information you submit online is protected by data encryption. The information is scrambled by your browser (e.g. Internet Explorer) and unscrambled when it gets to us. It cannot be read along the way.

You may come across the term 128-bit SSL (Secure Socket Layer) technology. This is the way the data is first scrambled and then unscrambled again. The latest browsers have this built in – and it is automatically enabled unless you turn it off. To prevent problems viewing secure sites like ours, it’s always a good idea to have the latest version of your browser installed.

These services are also protected by 'firewalls'. This technology monitors and prevents any unauthorised access to our computer systems (where personal data is kept) – which means unauthorised people cannot access account and personal details.

Data Protection

This is our Privacy Statement. It explains how this site obtains, uses and keeps your information safe. We're committed to keeping your personal information safe and confidential both online and offline.

From within the Internet Banking Service

Within the secure and encrypted environment of the Internet Banking Service, it is possible to send a message to us. Although the message is protected by the encryption security, this facility must not be used to instruct payments, transactions, or amendments to your
account(s). Any instructions received using this facility will not be processed.

Contacting us by phone

You can call us between the hours of 9am to 5pm UK time, Monday to Friday, on 08000 84 28 88, if calling from a UK landline or mobile or +44(0) 1534 885 000, if calling from overseas. To improve our service calls will be recorded and may be monitored.

General Comments

When you email us we will collect some personal details such as name and address, in order to fulfil your request. Internet email is not secure so we do advise that you keep personal information to a minimum, as we cannot guarantee its security while in transit over the Internet. Do not transmit account information using email.

Emails are stored on our standard internal contact systems which are secure and can't be accessed by external parties. We store information in accordance with the Data Protection (Jersey) Law 2005, and all other applicable local laws and regulatory requirements.

Surveys and competitions

We'll treat any survey or competition information you provide with the same high standard of care as we do all other client information, using any details provided strictly within the terms of the competition and this Privacy Statement.


When you visit our website, we may collect information about you which may not personally identify you. Information may be collected through the use of Cookies or IP addresses. Doing this enables us to keep our content and navigation fresh and useful.

What’s in a cookie?

A cookie is a small file that can be saved onto your computer when you visit a website. We use them to monitor visits to areas of our website. Our site-tracking cookies don’t contain name or address information, but they do contain:

  • A uniquely generated random number – so that we differentiate one visitor from another

  • The date and time of your last visit to the website

We use two main types of cookie:

  • Permanent cookies

    These are the ones stored on your computer to track repeat visits and where you’ve been on the site.

  • Temporary cookies

    These are used to make sure that services like Internet Banking work properly. When you close your browser down they are deleted from your computer.

Your web browser will normally allow you to turn off both permanent and temporary cookies. However, if you do disable cookies you may not be able to use some of the services on this website.

Using your personal information

We will tell you if we intend to use your information for marketing purposes and we’ll give you the opportunity to opt out if you want to.

Correcting mistakes

You are of course entitled to get hold of information held about you, and if you find it’s inaccurate you can have the information corrected and/or deleted. It is your responsibility to inform us if your personal details change.

You have the right of access to certain personal records that we hold about you, as provided under the Data Protection (Jersey) Law 2005. If you wish to exercise this right, you should write to The Manager (Data Protection), Santander Private Banking, PO Box 545, St. Helier, Jersey JE4 8XG. We may charge you for providing this service.

Legal statement about this Privacy Statement

This Privacy Statement is not designed to form a legally binding contract between ourselves and users of our website or online services. Instead it's a guide to our online protection standards - although of course we do consider it of utmost importance to abide by the principles stated here.

Contacting us about our Privacy Statement

If you think this Privacy Statement hasn't answered all your questions, or you want to know more, please contact us for more information.

Links to other websites

Certain hypertext links in this website may lead you to websites which are not under our control. When you activate these, you may leave the website. These links are provided solely for your convenience and do not represent any endorsement or recommendation by us.

We accept no responsibility or liability for the contents of any website to which a hypertext link exists and gives no representation or warranty as to the information on such websites. We accept no responsibility or liability for any loss arising from any contract entered into with any website to which a hypertext link exists.

No liability for unavailability

We accept no liability for any loss that may arise if the goods or services advertised within this website become unavailable.

Client responsibility

It is your responsibility to ensure that your computer is virus protected. We accept no responsibility for any loss you may suffer as a result of accessing and downloading information from this site.

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