Remember you'll get a quicker response with Live Chat for your new business and existing application queries. If you need to call us, our busiest periods are 12 noon to 2pm and 4pm to 5pm.
Find your dedicated contact
We've merged the two boxes into one to make it simpler. Your unique code hasn't changed; it’s still a combination of letters and numbers that you now enter into one box only.
Enter your Introducer ID to find your dedicated contact details.
If you don't know your Introducer ID, please email the Introducer Internet Registrations Team at msa@santander.co.uk
If you haven't yet registered with us, please click here
Live Chat
You and your administrators can Live Chat with one of our Relationship Managers about:
- existing applications
- new business enquiries
- product transfer queries
- technical support.
Live Chat is available during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
Broker Support Team
Your Broker Support Team can help over the phone with your new business and product transfer queries, and your existing applications.
Please enter your Company/Introducer ID in the boxes at the top of this page to find your dedicated contact details.
Your Broker Support Team is available to help with any new business enquiries, including:
- understanding our residential and BTL lending criteria
- case packaging advice
- ownership of any issues through to resolution
- our products, service and online systems
- agreement in principle declines
- mortgage application declines
- maximum loan queries
- appeals and escalations
- loans over £1 million.
They're available during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
Your Broker Support Team is available to help with any queries about product transfers, including:
- submitting a product transfer
- helping your client accept their product transfer
- our cancellation process.
They're available during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
Your Broker Support Team is available to help with any queries about a current mortgage application, including:
- case updates
- product fee queries
- valuation queries
- documentation request queries.
They're available during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
New build helpdesk
Our New Build Specialists will work closely with you to ensure your cases complete on time. They'll:
- manage pipeline cases that can't be dealt with through your usual dedicated sales contact,
- escalate and take ownership of any urgent cases, and
- deal with any complex new business enquiries.
Give them a call on 0800 085 1329 or send an email to newbuild.team@santander.co.uk
They're available during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
Large Loans Underwriting Team
Our Large Loans Underwriting Team is available to help with:
- new business enquiries for loans above £1 million
- agreements in principles submitted through Introducer Internet
- underwriting support from enquiry stage to offer.
They're available during the following times:
Monday to Thursday 9am to 5pm
Friday 10.30am to 5pm
Send an email to santanderlargeloanenquiries@santander.co.uk
Please continue to contact your Broker Support Team for all other queries, including case update, product fee queries and documentation requests.
Servicing and payments
| Who to contact | Type of enquiry | Contact |
|---|---|---|
| Intermediary Registration Team |
If an intermediary is leaving the firm, please send an email to advise us at the earliest opportunity. |
Please only use this email address for registration queries |
| Mortgage Centre |
|
0800 085 1690 |
| Mortgages and Loans Contact Centre | Please pass this number on to your clients to discuss servicing options for existing mortgages e.g. term extensions or change of repayment method |
This is a customer only telephone number |
| Introducer Internet helpdesk | Technical support when using Introducer Internet | 0800 085 1198 |
| Introducer Internet registrations |
All queries with registrations, including if you want to find out your Introducer Internet ID |
|
| Intermediary Payments Team |
Procuration fee enquiries |
|
| LMS STARS helpline | Technical support when using STARS | 0343 221 0610 |
| LMS Customer Services Team | Law firm queries with your client’s BTL or residential remortgage application | |
| Enact Limited | Law firm queries with your client’s residential remortgage application | |
| Optima Legal | Law firm queries with your client’s residential remortgage application | |
| Money Worries - Santander UK | Your clients who are worried about making their mortgage payment |
https://www.santander.co.uk/personal/support/customer-support/money-worries |
| Customer card payments |
Customers wanting to complete a credit/debit card payment for:
|
This is a customer only telephone number for broker introduced mortgage applications |
| Santander Additions Insurance |
For existing policy references starting POL/AB only. If policy underwritten by Ageas If policy underwritten by Aviva If policy underwritten by RSA Lines are open 24/7 |
Call charges:
- 03 numbers: calls from UK landlines and mobiles cost no more than calls to geographic numbers (01 or 02) and are included in inclusive minutes and discount schemes in the same way.
How else can we help?
The site is available 24 hours a day, 7 days a week. You can submit cases to us between 6am and midnight Monday to Saturday, and between 9am and 6pm on Sundays.
If you need to contact us but are still waiting for your registration details, please call 0800 085 1329 during the following times:
Monday and Friday - 9.30am to 5pm
Tuesday and Thursday - 9am to 5pm
Wednesday - 10am to 5pm
- Our underwriters will try to call you first if they need more information when assessing your case.
- Save our number 0800 389 0755 so you know it’s us when we call.
- Our sales team can also transfer your call to our underwriters if needed.
- It means you get real-time answers, saving you time and giving your client peace of mind.
- It allows you to explain your client's situation so we can find more ways to say 'Yes' together.
- It'll help you to understand the potential barriers sooner and what information you can send us to help get a faster decision.