Is Santander down? How to check if your online banking and app isn’t working – and if you can claim compensation


Santander, TSB and Natwest’s online banking services went down on Friday, affecting people across the UK (Shutterstock / Downdetector)

The problems started early in the morning, with over 1,000 people reporting the issue to the Downdetector complaint tracking website.

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It comes after customers at Lloyds, Halifax and Bank of Scotland were unable to access their accounts for hours last month after the servers went down.

The outage appears to be a widespread problem and is being reported across the UK.

Here’s what you need to know about it.

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Why is Santander down?

People have not been able to access their online banking or mobile banking apps from Santander, but the problem is not confined to one bank.

Customers at HSBC, TSB, Natwest and Halifax have also reported access issues, as have those using First Direct and Marks & Spencer banks, both of which are operated by HSBC, The Co-operative Bank, Lloyds and Royal. Bank of Scotland.

All internet services and apps from the above lenders were down on Friday morning with customers reporting issues as early as 3 a.m.

Over 700 Santander users have complained of a service outage, and 331 HSBC customers, 437 TSB users and 100 Natwest customers have also reported issues.

One user commented on Downdetector: “I’ve been trying since about 3am my car insurance is due today so hopefully she’s still taken out and needs gasoline to get to the hospital today. “

The widespread problem is due to an ongoing technical failure related to Sky Broadband and Wi-Fi.

A Sky spokesperson told the Mirror: “Sky Broadband customers may experience issues when trying to access certain websites this morning. We are investigating this as a priority and apologize for any inconvenience.

M&S Bank responded to some customers on Twitter saying the issues were related to Sky’s internet outage.

“We are aware of the problems for our customers if you use Sky as an Internet service provider,” the bank replied to a customer.

“We are working closely with Sky to find a solution, so please be indulgent with us.”

Many people have reported receiving an error message saying their session has timed out and the server is not responding when trying to access their online banking services.

Which areas are affected?

The outage appears to be widespread, with customers across the UK reporting problems with their online banking services.

A live map from Downdetector shows people living in large metropolitan areas such as Glasgow, London, Manchester and Birmingham are affected, as well as people living in more rural areas.

How can I check if I am affected?

You can check if you have been affected by the outage by using the web page dedicated to the status of your bank’s services.

It will usually indicate if any services are having issues, including mobile and online banking and card payments.

This can usually be found in the customer support section of your bank’s website.

For example, the Santander website is currently reporting issues with telephone banking.

Banks regularly post updates to their social media services, so it’s worth taking a look at Twitter to see if you can get more information.

Websites like Downdetector also tell you if other people are having similar issues with an online business.

If you’re a Sky customer who can’t access digital banking, you can try disconnecting your Wi-Fi and using your mobile data to log in instead.

You should still be able to access your bank’s phone banking services if you are unable to access your app or website.

Can I claim compensation if my online bank is down?

Although banks do not have a fixed compensation plan for service issues, you may qualify for a silver bank depending on the impact of the issue on you.

It’s a good idea to gather evidence of your problem, including exactly when you couldn’t access the website or app, so that you can file a formal complaint with your bank.

You can also include any charges you had to pay as a result.

Additionally, if your credit rating has been affected by a server outage if you were charged late fees after being unable to complete a transaction or pay a bill, you should also keep track of that.


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