We define a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to financial and/or personal detriment.
Vulnerable customers may need more help with their mortgage application. If you have a client and you identify a vulnerability you’d like to make us aware of, you can upload a note to MATS if your client is happy for you to do so.
If you tell us your client is vulnerable, we won’t contact them during the application process. Recording a note means we may be able to support them better during future interactions once their mortgage is in place.
For existing Santander customers who are in financial difficulty and need specialist support, please ask your client to call us directly on 0800 085 1135.
If you’d like to call on their behalf, send us a signed letter of authority from your client, or have them present with you when you call.
See our Looking out for vulnerable customers guide to help identify and understand vulnerable customers.