Is online banking in Santander offline? How to check the status in your region
SANTANDER can usually log into their accounts online and through the app to keep an eye on their money.
But Santander customers struggled to access their accounts when internet and mobile banking services went down.
More than 600 customers were unable to use mobile banking or log in to their business account on the internet for payments today (Thursday, February 1).
According to Downdetector, 55% of customers cannot log into their mobile app, 34% cannot log into their business account on mobile, while 11% cannot access personal banking online.
Here's what you need to know about how to check if Santander is offline and if you're eligible for compensation due to the outage:
How can I check if Santander is offline?
Santander has one special page on its website showing whether services are available, including mobile banking, online banking, telephone banking and card payments.
The bank also regularly updates its social media, so Facebook and Twitter are worth checking for live updates.
You can also consult websites such as DownDetectorwhich allows you to see if other people are having problems online with a particular company.
Can I claim compensation for malfunctions?
Unlike telecoms companies, banks do not have a set compensation scheme for service disruptions, although depending on how much it affects you, you may be entitled to some money back.
It's worth gathering evidence of your problems so you can make a formal complaint directly to Santander.
Try to make a note of any time you were unable to access the website or app, and any costs you incurred as a result.
If your credit rating has been affected by a service interruption, for example because you received a late fee after being unable to complete a transaction, you should also keep a record of this.
If you spoke to someone to resolve the issue, write down their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.
You can find more information on how to do this file a complaint with Santander on its website.
What to do if you can't access your money
If you don't have access to your money and need it urgently, here's what you can do:
- Visit your local branch as soon as possible.
- If you can't get there or it's closed, call your bank and ask for advice on what to do.
- If the bank's phone services are also offline or busy, you can contact your bank via social media to ask what to do. But remember: never share your account information via social media.
- Try to do this on the day the problem occurs so that you can show that you have done everything you can to resolve the problem.
- If you still can't access your money, start gathering evidence for a complaint.
What happens if Santander refuses to compensate me?
If you are not satisfied with the way the bank has handled your problem, you can contact the Financial Ombudsman (FOS) free of charge.
It is an independent body that looks at the evidence you submit and makes a fair decision about what action a bank should take.
The FOS you can usually get involved within 15 days of reporting your concerns to the bank.
In the event of an IT system failure at a bank, the FOS says any compensation will depend on your circumstances and whether you have suffered any damage as a result
If it believes this is the case, it has the power to tell the bank to refund any costs, charges or penalties imposed on you, for example if you are unable to pay a credit card bill or your mortgage lender.
It can also tell a bank to pay you for money you haven't received, such as interest, if you are unable to deposit money.
If your credit score has been affected, the bank may direct the bank to correct your credit file.
The FOS may also order the bank to reimburse you for any additional costs incurred, such as telephone calls or trips to your local branch, as well as compensation for any inconvenience this may have caused.
Santander has more than 14.4 million customers in the UK.