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Employee Handbook 28 Jan 2016

Employee Handbook 28 January 2016
You make us
who we are
Employee Handbook
A guide to your terms and conditions of employment,
rewards, benefits and policies at Santander.
Getting the most from your Employee Handbook
Part One: Welcoming, Supporting,
Developing and Rewarding you
Our People Policies
Welcoming You
An overview
Looking the part – dressing for work
Balancing work and home life
The Santander behaviours
Santander and our UK Businesses
The Santander Way, Simple, Personal, Fair
The Santander Compass
Introducing our Recognised Unions
Communication at Santander (UK)
Valuing Diversity
HR On-line 14
Your terms and conditions at Santander UK explained
Your Health, Safety and Wellbeing
Probation Periods
Our Health and safety management system
Managing safety
Your responsibilities
Reporting concerns
Developing You
Performance Excellence
Learning at Santander UK
Mandatory Training
Career Choices
Job Opportunities at Santander UK
Rewarding You
Supporting You
Being absent from work
Becoming a parent 26
Claiming business expenses on HR On-line
Raising concerns
Employment references
Fire safety
Emergency arrangements
First aiders
Positive about mental health 31
Reward bands
Drug and Alcohol Policy
Job families
Smoking Policy
Salary ranges
Employee Assistance Programme
Pay areas
Your reward package
Your reward statement
You choose… your benefits
Santander products
Essential business user car scheme
Retirement and pensions
July 2015
28 1January
Part Two: Protecting You, Our
Customers, and Santander33
Professional Standards at Santander UK
Business integrity
Our ethical code of conduct
Conflicts of interest
Other employment and outside interests
Intellectual Property
Viewing and transacting on accounts
Personal Relationships
Business security 36
Using Santander equipment
IT equipment and systems
Mobile phones and Blackberrys
Contact with the media
Using personal devices at work
Working with suppliers
Meeting the needs of our regulators
I am Risk
Bribery and Corruption
Fraud and CIFAS
Corporate Social Responsibility
Data Protection
Market Abuse and the Share Dealing Code
Anti-money laundering and counter terrorist financing
In Closing
Getting the most from
your Employee Handbook
To be the best bank for our people, our customers, our shareholders
and our communities we need Santander UK to be a great place to
work, so you can develop your skills and use your talents to make a real
difference to our customers and our business. This Employee Handbook
along with our people and business policies and your Statement of Main
Terms and Conditions (which may also be referred to as your contract of
employment) is your essential guide to being part of Santander UK.
It applies to you if you’re employed by; Santander UK or a subsidiary
company; Santander Insurance Services, Gesban, or Santander Consumer
Finance (including Hyundai Capital UK). So, whether you’re new to
Santander UK or have been with us for some time it’s important you
read and understand this Handbook and refer to it when you need to
throughout your career with us.
From time to time it might be necessary for us to change some of the
details contained in this Handbook to reflect changes in company policy,
changes agreed with our recognised Trade Unions, or to comply with new
legislation, so it’s important you always refer to the most current and up to
date policies and Handbook. You’ll find these on wearesantander.co.uk
The Handbook is in two parts; Part One provides an overview of the key
things you need to know about working for us in relation to our business,
our people policies, your terms and conditions, your reward and benefits,
looking after your health, safety and wellbeing and the development
opportunities and support for your career that we provide. We set these
out in four sections: Welcoming You, Supporting You, Developing You
and Rewarding You.
The second part of the Handbook is about Protecting You, Our Customers
and Santander UK and covers the range of regulatory and other legal
and ethical requirements we all need to follow in this time of increasing
regulatory and customer expectations and to make sure we do the right
things all of the time.
Some sections of the Handbook are part of your
contractual terms and conditions of employment
and these are indicated by this symbol.
You can find our People Policies and
information about your pay, benefits and
looking after your health, safety and wellbeing
on wearesantander.co.uk. All other policies are
available on the general portal of the main
Santander UK intranet site.
Some sections are an overview of our people
or business policies these are indicated by
this symbol.
If you’ve got any questions please ask your
manager for support or the HR Helpline are also
there to help on 0800 028 3803.
Employee Handbook 28 January 2016
Part One:
Developing, Supporting
and Rewarding You
Dear Colleague,
Thank you for choosing Santander.
I hope you’ll find it a positive working experience, where you’ll be able to grow and achieve your
career goals.
I would also like to wish you every success during your employment with us, whether you have
recently joined Santander or you’re an existing colleague. This Employee Handbook is designed to
introduce you to Santander and to be of continuing support to you during your career with us.
Together with your offer letter and your contract of employment, this Handbook sets out
additional terms and conditions, and provides guidance on some of the main rewards and
benefits you may want to take advantage of. It also lets you know where to find the main
policies and procedures that cover your employment with us and outlines the high standards
of conduct we expect of you.
We want Santander to be the best bank for our people, customers, shareholders and
communities. It’s deliberate that we’ve put our people first, because we can’t do it
without you.
When we asked our customers what they wanted from their bank, they told us they
wanted it to be simple, personal and fair. So that’s what we’re doing and we call it the
Santander Way.
The Santander Way is about how we do things and, this is underpinned by
our behaviours, created by all of our Santander colleagues. Our simple,
personal and fair behaviours guide how we do our jobs and treat our
colleagues and customers.
So I hope you’ll embrace our values of simple, personal and fair and
demonstrate our behaviours every day of your career with us.
I look forward to working with you.
Vicky Wallis
HR Director
The Santander
The Santander behaviours describe how
we should act day-to-day with our colleagues,
customers, shareholders and communities to
bring simple, personal and fair to life.
Employee Handbook 28 January 2016
Why are
they important?
On a good day we’re already likely to exhibit all of the Santander
behaviours without consciously thinking about it. But on a bad day,
there are probably one or two behaviours that we let slip.
So, we all need to be aware of the impact of our behaviours and
make sure that how we act on a day-to-day basis is supporting
us to be the best bank.
We need you to:
n Read
the behaviours and their descriptions regularly ,
n Agree
clear and practical steps you can take to
work on your development areas
n Think
about where your strengths lie, and where you
need to focus
n Be
n Use
your one-to-one sessions with your manager to
discuss your own behaviours
aware of your behaviour on a day-to-day basis
n Be
able to demonstrate how you’re living the behaviours
in your Performance Excellence Plan, as you’ll be measured,
and rewarded on these alongside what you deliver in your job
with Santander
And, if you’re a people manager, you’ll need to help your team to understand what the behaviours mean, recognise and reward the
right behaviours and support them in any areas for development.
There’s lots of information, including toolkits and videos about why the behaviours are so important on the Behaviours area of the
Santander Intranet. You’ll find this under: My Company > Behaviours.
I talk straight
and think about
the impact of
my words
CORP0050 AUG 15H
I make
and keep
CORP0056 AUG 15H
I give support to colleagues
by taking a genuine interest
in them and appreciating
their contribution
CORP0053 AUG 15H
CORP0052 AUG 15H
Santander Behaviours
Santander and our UK Businesses
Grupo Santander and Santander UK
Banco Santander has grown up from its local
beginnings in 1857, in the small northern Spanish
city of Santander, to become a regional, national,
then European and finally, a global player. Today
we have over 100 million customers, more than
180,000 colleagues worldwide and we operate in
10 core countries.
Since its entry into the UK Market in November
2004, Santander UK has transformed, moving
from its heritage of three former building
societies to a full service retail and commercial
bank. Santander UK is a major financial service
provider, offering a wide range of personal
financial products and services, and is a growing
participant in the corporate and commercial
banking market with around 20,000 employees
and over 14 million customers.
The Santander Way
Our purpose is to help people and businesses prosper.
Simple Personal Fair
Our aim is to become the best bank in the UK for our
people, our customers, shareholders and communities.
To achieve that, everything we do will be simple, personal and fair.
n We will offer our customers a service that is convenient and
products that are easy to understand, however and whenever
they choose to bank with us.
n We will make our processes better every day, so they are easy
and clear for our customers and our people.
n We will treat our customers as valued individuals, providing a
professional, personal service they can trust.
n We will support our colleagues to develop their skills and
achieve their ambitions.
n We will be open, honest and treat others as we would
like to be treated.
n We will earn our investors a sustainable return and do our
bit to help communities.
Employee Handbook 28 January 2016
The Santander Compass
At Santander our purpose is to help people and businesses prosper.
Our aim is to be the best bank for our people, customers, shareholders
and communities.
To achieve our aim, we have five clear goals:
n To
be the best bank in the Sunday Times Top 25 Best Big Companies
to work for (People)
n The
bank of choice for 4 million loyal customers (Customers)
n Double
our share of small and medium businesses (Customers)
n Be
consistently profitable and have a strong balance sheet so we
are ready to be listed on the London Stock Exchange (Shareholders)
n Help
500,000 people realise their potential through education,
employment and enterprise (Communities).
To help us understand what
each of us needs to do we’re
guided by the Compass.
At the core of the Compass is our commitment to be simple, personal and fair in everything we do. Using the 12 directions
we can measure our progress towards reaching our goals.
The Compass has four quadrants: People, Customers, Shareholders and Communities. Within each quadrant there are four strategic directions.
By travelling in these directions we will achieve our goals and fulfil our business priorities.
Introducing our
recognised trade unions
Building and maintaining a positive and successful partnership with our recognised unions is crucial to us being able to achieve our goals, and we are
committed to a relationship built on trust and respect. At Santander UK we support union membership and have two recognised unions with which
we work closely - Advance and CWU - which are recognised for collective bargaining purposes in different parts of our business. Union recognition is
broadly based on the following:
Advance represents all business areas and sites other than those listed below where CWU has recognition
CWU represents ex-Alliance & Leicester sites comprising Bootle, Carlton Park and Manchester (Deansgate), as well as former Alliance & Leicester
branches and business centres
Your Statement of Main Terms and Conditions will specify which union is recognised for your business area.
Advance’s Objective
To improve working lives of its members in partnership with Santander UK and the UK Global
Businesses by being their informed voice at work
Who are Advance?
Advance are an independent trade union affiliated to the TUC. Advance operates exclusively in Santander UK, the UK Global Businesses and
Geoban, and as such is ideally placed to offer our members a highly professional and specialised service. Santander and Advance work in
partnership and have a meeting framework that ensures Advance are regularly consulted across the business on both national and local matters.
The more members Advance has, the more effectively it can represent everyone’s views and make every business area a better place to work.
Your management team will understand the value that Advance add to the business as a whole, as well
as the benefits of working together in partnership and would encourage membership on that basis.
Advance Membership
As an Advance member, you would be joining the largest union operating within the Santander UK Group and
as such would have access to our panel of full time officials, and work place representatives who can offer support and advice on a wide range
of issues concerning your employment. As well as having access to all representatives and full time officials, Advance employs its own team of
helpline advisers and operates from its own office in Tring in Hertfordshire. Members will also have the opportunity to speak with the General
Secretary, Linda Rolph outside of office hours on designated evenings.
Being an Advance member also opens up a world of exclusive members benefits. For a start, you are
automatically on our mailing list for our regular magazine which lists a huge range of special offers,
discounts, exclusive products and services as well as being able to take part in the monthly
Advance lottery.
To join Advance or obtain more information either visit www.advance-union.org
or call the Advance office on 01442 891122. Advance will only assist employees
who are members of the union.
Linda Rolph
General Secretary, Advance
Employee Handbook 28 January 2016
CWU-be part of the BIG picture
Communication Workers Union Objective
The Communication Workers Union (CWU) is the specialist union for the Communications and
Financial Services industries with over 200,000 members. We represent staff in Bands S1 – S5 in
Santander UK in those areas explained above.
Many of the positive changes to your working environment, which include pay, pensions and holiday entitlement, are the direct result
of meaningful negotiations between your elected representatives and Santander UK who consult us at local and national level on
proposed changes.
The CWU are YOUR voice at these negotiations. We represent your views and concerns and you get the final say on any important issues such
as pay and conditions changes through a membership ballot.
We have local branch offices in Bootle and Carlton Park together with a network of local reps in the Branch Network. They have access to
experienced negotiating officers at our union headquarters where our dedicated legal, education, youth, equality and health and safety teams
are also located.
Communication Workers Union Membership
Visit www.cwu.org to find out more information about many other advantages there are to being a member of such a large union. These
include Free Legal Advice; 24 hour Personal Accident Insurance; Free Will writing; and discounts on a range of insurance products as well as
at Specsavers. In addition the CWU supports its own charity CWU Humanitarian Aid which specialises in sending aid convoys led by union
members to benefit disadvantaged children in developing countries. On the CWU website you will also find details of current issues that
we are actively involved in.
Join the CWU for your opportunity to influence decision making on the issues that directly affect you.
This is your opportunity to be a part of the BIG picture. CWU subscriptions vary based on the number
of hours you work so whether you work full time, or only half a day a week we aim to make union
membership affordable. The question is can you afford not to be a member?
To find out more, or to join the CWU contact a your local Branch or
email santander@cwu.org or phone 020 8971 7263.
at Santander
We want our communications to be simple, personal and fair.
To do your job successfully you need to know what’s happening
in Santander and communicate effectively with colleagues and
customers alike.
Keeping you up-to-date with the latest news
The Santander UK Intranet is where you’ll find the latest news
and updates for your area and across Santander. If you use
transactional systems – like Partenon – you can access them
from here, as well as a range of information and tools. You can
personalise your homepage to suit you, see what’s going on in
other areas of the business, and find colleagues and contacts to
help you out.
Other Communications
Your business area may also have a local newsletter to keep
you informed of what’s going on, and sometimes important
communications are sent to you by email either from Santander
UK News or one of our executive team. We try not to do this more
than we need to so please read them as soon as possible.
Speaking in person
Face to face communication is sometimes the most effective.
You may be invited to join senior leaders at one of a number
of road shows and conferences held throughout the year. We
also encourage you to have regular one-to-one meetings with
your manager and attend any team meetings. Speak to your line
manager about when these happen and how you should prepare.
Saying and doing the right thing
This is where you’ll find all the information and support you
need as a Santander employee. As well as people policies
and guidance you’ll find a range of flexible benefits available
through our You Choose scheme.
You can even thank a colleague through Recognising you,
find out more about development opportunities through
Developing your Potential or submit an idea to help make us
more simple, personal and fair through Better Together.
Santander’s vision is to be the best bank in the UK. Achieving this
depends on earning and keeping the public’s trust, and preserving
our reputation in the eyes of our stakeholders – our people,
customers, shareholders and communities.
To make sure we’re doing this, and acting in the proper way, we
have a number of communication policies which explain how to
communicate within Santander, and with the media, government,
public bodies and on social media. These are available from the
Intranet or from the Corporate Affairs & Marketing team at
To make things even easier, wearesantander.co.uk can be
accessed from work, home or through your mobile browser.
Just use your employee number to sign up for this site.
Employee Handbook 28 January 2016
Valuing diversity C P
We believe that our strength comes from combining what we have in common
– our shared goals and values – with what makes each of us different. And we
recognise that having diverse talent and an inclusive environment will help us to
be the best bank.
We are a bank that celebrates the rich diversity of our customers and our
colleagues and we’re committed to creating a workplace that maximises
the potential of all of our people, where everyone is valued and feels
empowered to contribute to Santander UK’s continued success.
Our Diversity & Inclusion Policy outlines our commitment to giving
you equal access to recruitment and selection, promotion and career
development, training, reward and benefits regardless of your gender,
sexuality, ethnicity, disability, age, religion or belief, parenting, caring or
marital status.
We recognise the potential that you and every individual brings to us
and commit to treating you fairly and respectfully. Should you need
any reasonable adjustments to support you throughout your career
with Santander UK we’ll work with you to put these in place and we are
committed to removing or minimising any barriers to you achieving your
best performance.
We partner with organisations such as the Business Disability Forum,
Opportunity Now, Race for Opportunity, the Employers Network
for Equality & Inclusion, Working Families, Employers for Carers and
Stonewall to continually develop our performance in creating a diverse
and inclusive working environment.
We also have a range of colleague led diversity networks at Santander
UK, aimed at providing you with the opportunity to meet or interact with
different people across the business, exchange ideas and help develop an
inclusive environment. If you want to find out more about these or join
please e-mail wearesantander.co.uk.
Everyone has the right to be treated with respect and dignity and we
have a zero tolerance attitude to bullying, harassment or victimisation
of any kind. We all have a personal responsibility to ensure that we
treat others as we would like to be treated, and that our actions and
interactions reflect our commitment to diversity and inclusion. We ask
all colleagues to make a personal commitment to these aims, and you
will need to complete our mandatory Diversity & Inclusion e-learning
training and assessment on an annual basis, to ensure you are aware
of your responsibilities.
We all want Santander UK to be the best bank to work for, therefore,
should you have any questions or concerns about diversity and inclusion
at Santander UK, we strongly encourage you to speak with your line
manager or with the HR Helpline without delay.
HR Online
HR Online is the system which holds all
of your personal information, including
details about your employment with
Santander UK.
You can check your personal information, which includes payslips, salary details,
absence history and job details, using HR Online, which you can access on the
intranet. This is also where you can make claims for overtime and expenses as well
as update your personal details like your emergency contacts, home address and
line manager details.
We also need to be able to monitor the diversity of our workforce and you should
also check that the equal opportunities information we hold for you is accurate.
It’ s important we’ve got accurate and up to date information so if anything changes,
for example your contact details if you move house, you must update HR Online.
28 1January
July 2015
Your terms and
conditions at Santander
UK explained C
Your hours of work and working arrangements
As with all large companies, there are different working arrangements operating at Santander UK and your Statement of Main Terms and
Conditions will reflect the relevant hours of work applicable to your role.
If you work annualised hours you’ll need to work more hours during certain times of the year to cover peaks in workload and less when
demand is lower. Details of working arrangements for retail branch colleagues on Annualised Hours and On Call contracts can be found in
the Branch Resourcing Toolkit
During the day, you’re entitled* to an unpaid rest break, as explained in the table below and you’ll need to agree with your manager when
you’ll take this.
Length of working day
Unpaid break
For ‘young workers’ (under 18) who work more than 4.5 hours
30 mins
For ‘adult workers’ (i.e. those who work more than 6 hours but less than 7 hours
30 mins
All employees who work 7 hours and above but less than 12 hours
60 mins
All employees who work more than 12 hours
2 x 60 mins
*in some business areas there may be breaks in addition to your lunch breaks, which may or may not be contractual – please check
with your manager, or one of our recognised Unions, if you are a member.
Varying your hours of work
From time to time, and where your contract of employment allows, we may need to vary your hours, days and times of work to meet
business or customer needs. In considering this we’ll take into account your personal circumstances and following proper consultation with
you, and as appropriate, your recognised Trade Union, we’ll give you reasonable notice of any permanent changes in accordance with the
policy arrangements in place.
If you’d like to request a change to your working arrangements then we’ll try to agree that wherever we can, as long as we can still meet our
customer and business needs, see our Flexible Working Policy and Guidelines for more information about this.
Your place of work
Your place of work is set out in your Statement of Main Terms and
Conditions of Employment. Where your contract of employment allows,
and if we have a business reason to do so, we reserve the right to change
this to another location that’s within a reasonable daily travelling distance
of your home. This would be done in proper consultation with you, and as
appropriate, your recognised Trade Union. Reasonable travelling distance
is based on your journey from your home to your place of work and on the
following principles:
The new location is either no more than 30 miles from your home, or the
journey to and from your home to the new location takes less than 2 hours
per day on average. Additionally if you’re in Bands S3-S5 and are currently
travelling to and from London your total daily home to normal place of
work travelling time should not be more than 3 hours (unless your travelling
time is already more than 3 hours). If we’re considering changing your work
location your manager will always talk to you first to understand your
personal circumstances and give you reasonable notice of any change.
From time to time you may be required to attend training/meetings
on other Santander UK sites, for which you can claim reasonable
business expenses.
Sunday working
If you work in a branch and you’re on a contract which requires you
to work on a Sunday as part of your normal working week you can
‘Opt Out’ of Sunday working and you will not be treated unfairly or
discriminated against. If you want to opt out you’ll need to give us three
months’ notice so that we can make alternative arrangements to cover
your work.
Salary Payments and Deductions
Your salary must* be paid into a Santander UK Bank Account on which
you are a named account holder. You’ll be paid for the whole of each
month on the 19th, unless that falls on a weekend or bank or public
holiday and when it’s paid the working day beforehand.
We have the right to deduct from your pay anything you owe us, this
includes, but is not limited to:
n Any
overpayment we have made to you in relation to your salary,
allowances or bonus payments.
n Any
loans made in connection with your job, like advances on your
salary, season ticket loans etc.
n Your
contributions to any company pension scheme you belong to
n Any
salary sacrifice benefits that you have elected e.g. childcare
holidays, flexi-holiday, or car scheme. You may also be required to
specifically agree to these deductions when you choose to take
them up.
n Repayment
of any training costs as outlined in your Statement of
Main Terms and Conditions or individual learning agreement.
n Any
holiday you’ve taken in excess of your entitlement if you leave
Santander UK.
If you choose to become a member of one of our recognised trade
unions and elect to pay your subscriptions from your salary we will
forward this to the receiving trade union on your behalf.
We’ll also make any deductions we have to under HM Revenue and
Customs and Social Security laws and you’ll see details of these on your
on-line payslip on HR On-line.
It’s important that you check your on-line payslip each month to make
sure that you’ve received everything you’re entitled to and that any
changes that have been made to your working hours or arrangements
have been properly reflected.
If you notice any overpayments, other payments you were not
expecting or notice that any adjustments to your working hours or
arrangements have not been made, please let your manager and the
HR Service Centre know about this as soon as you can so that things
can be put right quickly.
*unless you joined Alliance & Leicester before 1 May 1992 or Abbey before November 2005.
Employee Handbook 28 January 2016
Probation Periods P
If you’re in Bands S1-S4 when you first join Santander UK you’ll have a probation period to make
sure you’re right for Santander UK and the role is right for you. Probation periods are normally for
6 months but your manager may extend this to up to 9 months if more time is needed to make
the decision to confirm your employment on a permanent basis.
During your probation time your manager will give you the support you need to give you every
chance of success. You can find all the details you need in the Probation Policy and Guidelines.
Performance Excellence
Performance Excellence is the way we support and develop your performance. It is designed to help you be the very best at what you do; ensuring
that your achievements are acknowledged and that you understand how you can further develop in your role and as an individual.
It’s about what you achieve and how you’ll achieve it – by demonstrating Santander’s behaviours, which underpin our Simple, Personal & Fair
values to be the best bank for our people, customers, shareholders and communities.
All colleagues in bands S1-S5 need to have an online Performance Excellence
Plan (PEP) in place which is accessed via wearesantander.co.uk. Your
‘PEP’ gives you a clear framework for helping you to set out what you will
achieve, how you will get there, and any improvement that you need to
ensure your success. In aligning your objectives to both the Compass and
the Santander behaviours, your PEP helps you to see how you contribute
to our overall success.
During the year your manager will have regular one to ones’ with you
to discuss how things are going and at mid and end of each year, you’ll
have a formal review meeting with your manager to assess your overall
performance in line with the objectives outlined in your PEP and the
behaviours. Your rating at the end of the year is linked to your pay review
so that we recognise and reward great performance. It may also be linked
to any bonus or incentive scheme for which you may be eligible – ask your
manager for details of what is in place and how this works in your
business area.
In preparation for your mid and end of year reviews, you can access your
on-line PEP at any time to review your objectives, review progress, record
evidence and see comments made by your line manager. Whilst your
performance will be formally reviewed twice a year, performance excellence
is about making sure you get the on-going support and development you
need to help you perform to the very best of your ability, regularly
discussing your progress and receiving continuous feedback from both
your line manager and your colleagues. Please make sure you read the
Guide available so you understand all about PEPs and their importance to
your day to day role and to progressing your career with Santander UK.
Learning at Santander UK
and your personal goals. Learning at Santander is where you can find out
about the development, information and support on offer and our Learning
Management System is where to go to book onto courses and complete
your mandatory tests. Some roles have specific Academies and New Joiner
Programmes providing comprehensive learning for new joiners. Some
business areas also have Schools and Development Suites to help you to
understand how they work and what you need to do. You can find out more
in the My Role section of Learning at Santander.
We also believe everyone has potential and we’ve a dedicated Talent portal
on wearesantander.co.uk, which tells you about what we’ve got in place
to help you realise yours.
For information about support for professional qualifications see our
Education & Development Policy and the Professional Qualifications
section of Developing You at wearesantander.co.uk
Mandatory training C
As a bank operating in a highly regulated environment, you will have
important mandatory training modules that you must complete in your first
30 days of working for us. These can include: Anti-bribery, Data Protection
and Information Security, Fighting Financial Crime, Fraud, Health and
Safety and Diversity and Inclusion You’ll need to take some of these or
refresher versions of them again each year, to make sure you stay up to date.
Completing the required mandatory training for your role is key to your
job with us and so your Performance Excellence Plan also sets out what’s
expected of you – you’ll see communications reminding of you of the date
you need to complete these by each year. You can get full details in our
Mandatory Training Resource Centre.
We believe that giving you the chance to learn new skills, grow your
knowledge and share your experiences will help us to achieve our business
Employee Handbook 28 January 2016
Career Choices
Job Opportunities at Santander UK P
At Santander UK we want you to be the best at what you do, whether that’s in
your current role or a different one. Whether you know your career aspirations
or want to understand what roles there are across the bank, Career Choices
can help you plan your career. You can find out more in the Developing You
area of wearesantander.co.uk where you can find a guide giving you all
the information you need and can also explore the roles available to help see
where you are and discover where you can be!
We know that to attract, recruit and keep the best people in our business we
need to give you the opportunity to develop your career with us. We want
you to make the most of your talents and abilities, and we will assist you in
meeting your goals.
To enable you to achieve your career aspirations, we have lots of support
available to help you plan your development through the Career Choices
pages on wearesantander.co.uk. Then, when you feel ready for the next
step, you will find all our vacancies (both permanent and secondment)
advertised on our internal job site: www.santanderjobsinternal.co.uk.
If you want further information about our recruitment process, our
Recruitment and Selection Policy will give you the necessary detail. If
you’re a manager who needs to fill a vacancy, you will also find further support
in the Supporting you pages on wearesantander.co.uk.
At Santander UK we aim for a high
performance culture where you’re
rewarded and recognised for your
performance and ability.
Reward bands
To give us a consistent way of managing your reward we’ve classified
roles into different Reward Bands which define the level of your role,
responsibilities, benefit entitlements, potential career paths and
performance and incentive scheme arrangements.
Job families
Our Job Family Framework categorises every role by job family and
reward band to give you a clear picture of all the jobs available at
Santander UK. This helps to see how you may want to develop to move
into different roles or career paths, supporting our commitment to
Career Choices. You can check what Job Family you are in by looking at
your personal record on HR On-line and you can find the full Job Family
Framework on wearesantander.co.uk in the Rewarding You section.
Salary ranges
Our salary ranges at Santander UK are aligned to our job families and
have minimum and maximum salary points. The salary ranges are
set by referring to the external market rate other Financial Services
organisations pay for similar roles, and we review these annually with
our recognised unions, Advance and CWU, as part of the pay review.
Pay areas P
Salary ranges for each Job Family and Level vary depending on the
location. Locations are categorised into Pay Areas. There are four
pay areas as shown in the table below.
Pay Areas
Criteria (miles from
Charing Cross)
37 miles+
Fringe London
22-36.99 miles
Outer London
7-21.99 miles
Inner London
0-6.99 miles
Employee Handbook 28 January 2016
Your reward package P
Your reward package at Santander UK is made up of 3 main parts; your
basic pay, variable pay and your benefits. Your basic pay is individually
calculated and your starting rate of pay is set out in your offer letter and
your Statement of Main Terms and Conditions. Depending on your role
you may also be eligible for some allowances; you can find full details in
the Pay Management Policy. If you’re in Bands S1 or S2 and you work
more than your contracted hours, you may be eligible for overtime or
time off in lieu; the details are in our Overtime Policy.
Your reward statement
At wearesantander.co.uk you can access your personal Reward
Statement which shows you the value of everything we give you in
recognition of your contribution to our success. This includes details
of your pay and bonuses, shares and pension and any benefits you’ve
chosen from the wide range available in Rewarding you. In understanding
what makes up your total reward package and its overall value, you can
make informed choices on which benefits are best for you and what
effect they have on your reward package.
You choose… your benefits
At Santander UK we’ve got a great selection of benefits for you to
choose from. Some of these are paid for by us, and others you can
chose to take up at discounted rates we’ve negotiated directly with the
suppliers. There’s a range of health and wellbeing options, including
medical cover and assessments; you can save for your future with our
pension and share schemes or you can save money on your day-to-day
expenses, such as childcare costs, groceries and shopping. You can also
save on the cost of a new car or make the most of your holiday and
leisure time with our Flexi Holiday scheme. Some benefits also offer tax
and national insurance savings. You can find out more in the Rewarding
You section of wearesantander.co.uk which tells you about the
discounts and vouchers that you can take advantage of through working
for Santander UK.
Santander products
We can help you look after your home and finances with exclusive
offers on Santander UK products – featuring great rates on our savings,
loans and credit cards along with insurance and banking options that
can benefit your whole family. And to help provide protection if the
unexpected does happen we have great rates on home insurance,
mortgage protection, car insurance and travel policies. For more
information see wearesantander.co.uk Rewarding You
Essential Business User Car Scheme P
If you drive more than 8,000 miles on business as part of your role (not
including your normal commute to work journey) you’ll be eligible for a
job needs car through our Essential Business User Car Scheme.
If you’re in Bands S1 and S2 you’ll receive a user car which includes all
routine maintenance including servicing and tyres, and comprehensive
motor insurance cover. If you’re in Santander UK Bands S3, S4 and S5
you can choose to have either an Essential Business User Car or instead
receive a car allowance of £6,000 if you’re in Band S3 or S4, or £ 8,500 if
you’re in Band S5*.
If you’re an Essential Business User you can ‘trade up’ to a better car by
making an additional financial personal contribution (up to a specified
value), but you cannot ‘trade down’ and receive a cash allowance amount.
You can find all the information you need by going to the
Rewarding you section on wearesantander.co.uk. If you are an
Essential Business User you should also read both the Business
Expenses Policy and the Road Safety Guidelines.
* Different arrangements apply for Santander Consumer Finance.
Retirement and Pensions
Saving for your retirement, your pension
with Santander UK.
The Santander Retirement Plan (SRP) is our tax-efficient,
flexible, award-winning pension scheme, designed to help
you save for the retirement you deserve. You don’t pay
income tax or national insurance on your contributions,
and Santander UK adds generous employer contributions
to your account. We’ll automatically enrol you into the
SRP, and you can then keep track and manage your savings
online at wearesantander.co.uk including choosing the
value of the monthly contributions that you’d like to make
into your pensions savings.
It can also offer additional financial support during times
of long term absence or serious ill-health, should you be
unable to continue working.
SRP also provides a generous death-in-service benefit,
to support your loved ones financially if the worst happens.
The standard amount that your family will receive is 10
times your basic annual salary plus the value of your SRP
account. (subject to SRP Rules, legislation, and
insurer’s conditions).
You can find out more about the SRP at
wearesantander.co.uk, as well as information about
the other pension scheme arrangements that may
apply to you, if you originally worked for another Bank
or Building Society that was acquired by Santander UK,
and you’re in a legacy pension scheme.
Supporting You
Our People Policies
Our People Policies – an overview
Looking the part – dressing for work
Our People Policies are where you can find out about important things
like how we support you when you need time away from work, how
to request and book your holiday, or what you can expect if you’re
becoming a parent. You will find them in the Supporting You area of
wearesantander.co.uk and they are listed in order from A-Z.
The way you look at work creates an image of Santander UK so it’s
important we all look smart and professional so whatever your role, we
expect you to dress in a way that’s suitable to what you do and where
you work.
In this Handbook we cover some important highlights of some of these
Policies, but you’ll need to make sure that you read all of these Policies
in full so that you have a complete understanding of what they cover
and what you need to know and do during your career with Santander
UK. Most of our Policies also have supporting Guidelines which give
more practical information and details about how to put the policies into
practice, and often this includes template forms and letters for managers
to use where needed.
Santander UK operates an agreed dress code for customer-facing and non
customer-facing roles. You can find out what this means for you in our
Non Customer Facing Dress Code Policy and our Customer Facing
Uniform and Dress Policy (if you work in our branches and look after our
customers face to face).
Where you work in a customer facing role and wear a uniform, please make
sure it’s clean and pressed and that your hair is neat tidy and clean and any
tattoos are unobtrusive and inoffensive. You also need to wear your name
badge at all times whilst you’re at work.
Some areas of Santander UK take part in dress-down days and sometimes
these are linked to charity events. If you choose to take part in these your
clothes still need to be appropriate. Scruffy, ripped clothing or clothing
with prominent logos are not acceptable. If you’re not sure if something
you’re thinking of wearing to work is appropriate then check with your
manager first.
Balancing work and home life
We want to give you greater choice and flexibility about your working
life whenever we can. But we do need to be able to balance this with
making sure we give our customers the best service, giving them what
they need, when they need it and being able to run all areas of our
business successfully.
Our Flexible Working Policies and Guidelines are where you can find
all you need to know about how to request changes to your working
arrangements and the range of options available to you at Santander
UK. These include part-time working, annualised hours, job-sharing and
We also understand that things will happen in your life outside of work
that mean you may need some time away unexpectedly, whether this is to
deal with an emergency to care for a relative or to deal with a breakdown
in childcare arrangements. That’s where our Flexible Leave Policies and
Guidelines come in, and where you can find out the options available that
you can discuss with your manager to agree the best way we can support
you with your particular situation. You can also find out here about how you
can request an extended period of leave, or career break if you want to take
a longer period of time away from work to focus on something important
in your life. This Policy also covers the support we provide if you’re involved
in public duties, such as being a School Governor or you’re a member of the
reserve volunteer forces or need to attend a court or tribunal hearing.
Employee Handbook 28 January 2016
Your holiday entitlement is based on your reward band, as shown in the table below and is pro-rated if you work part-time.
Holiday entitlement
25 days (175 hours)
27 days (189 hours)
30 days (210 hours)
30 days (210 hours)
30 days (210 hours)
*If you worked for another company before it became part of Santander UK you may have a protected entitlement which is higher, based on the previous policy that was in place.
The holiday year at Santander UK runs from 1 January to 31 December so if you join or leave us during the year your entitlement is pro-rated
based on the date you started or left. Unless you’re leaving Santander UK and you’ve not taken all the holiday that you’ve accrued during
that year, we don’t make any payments in lieu of your holiday entitlement.
Public and bank holidays
As well as your main holiday entitlement as detailed above, you’ll also be
entitled to Bank or Public Holidays, the exact ones will depend on your
location and role and will be pro-rated if you work part-time.
If you work full-time and a public or bank holiday is on a day when you’d
normally be working then you’ll get paid leave for that day. If you work five
days a week, for example from Tuesday to Saturday, and the public or bank
holiday falls on a non-working day (in this example on a Monday), then you
will receive holiday credit for this day.
If you work part-time you’ll be given a pro-rated amount of holiday in hours
for your public and bank holidays based on the amount of hours you work.
You then need to use this to cover any public or bank holidays that fall on a
day that you’d normally be working.
If where you work is open for business on a public or bank holiday and we
need you to work, whether you’re full or part-time you’ll get the agreed rates
of pay or time off instead. You can find details in the Overtime Policy.
If you leave Santander UK and you’ve got accrued public or bank holidays
that you’ve not used then we’ll pay you for this, but if you’ve taken more
than you’ve accrued, we’ll deduct this from your final salary.
Full details of your entitlement and procedures to follow are contained in
the Holiday Policy & Guidelines.
Booking holiday
Different areas of the business have different arrangements for requesting
and booking holidays so check with your manager to find out about this
where you work. Always make sure you’ve followed the holiday approval
process in your business area to get your holiday agreed, before you make
any definite arrangements or financial or personal commitments.
You can carry forward up to one working week’s leave (pro-rated for part
time colleagues) from one holiday year to the next if you’ve not used it all
up in the year that it accrues. You can also make a request to bring forward
one working week’s holiday from the next year’s entitlement in the last
quarter of the current year, but this is subject to your manager being able to
agree this in line with business needs.
For your own health and wellbeing you’re encouraged to take at least one
block of two weeks holiday in a year. For certain roles in our Santander
Global Corporate Banking and FM&IR divisions you will be required to take
at least one block of two weeks leave (pro rata for part-time employees)
working days holiday per year. Your manager will tell you if this applies
to you.
Time off for religious observance
If you’d like to use your holiday to celebrate religious festivals or attend
ceremonies your manager will consider your request sympathetically,
alongside other holiday requests and the needs of our customers and
our business.
Our flexi-holiday scheme gives you the option to request to ‘buy’ or ‘sell’
one contractual working week’s holiday (pro-rated if you work part-time
hours) subject to eligibility criteria and your manager’s agreement. You can
find more information on wearesantander.co.uk under Rewarding you
including details of when the window for making an application for flexiholidays opens and closes each year.
Being Absent from Work
If you need time off work, for reasons you can plan for, you must agree
this with your manager beforehand wherever you can. But we know things
happen that we can’t always plan for, including illness. If this happens you
need to let your manager, or other agreed contact, know that you won’t
be at work as soon as you can and normally within an hour of your usual
start time.
Depending on the reason you’re not able to attend work, there are a range of leave options to support you and you can find out more about these in
our Flexible Leave Policy and Guidelines. Whatever the reason for your absence, it’s really important you contact your manager, because if you’re
absent without their agreement or knowledge this is known as being Absent Without Authorised Leave (AWAL) and we reserve the right to stop your
pay which, following investigation, may lead to serious consequences under our Disciplinary Policy.
Sickness Absence
If you’re too ill to come to work, this section tells you more about
what to do and how we’ll support you.
Managing your wellbeing makes it easier to enjoy life and attend
work, so we want to help you as much as we can and at Santander
UK we offer a range of benefits to help you look after yourself, and
most of these are free.
The Sickness Absence Policy and Guidelines explain how we
manage absence at Santander UK, the support we will provide and
what steps may be taken depending on the reason and length of the
absence. High levels of absence can have an impact on the success
of our business, affecting our customers and colleagues, so it’s
important that we do manage absence in a fair and supportive way.
If you can’t come to work as expected it’s important you follow the
absence reporting procedures and call your manager, or other agreed
contact, by phone on the first day of sickness absence, normally
within one hour of when you are due to start You will need to
maintain reasonable contact as agreed with your manager. If you’re
off work for more than 7 calendar days you also need to make sure
you provide the relevant medical certificates to us. We encourage
you to discuss with your doctor and manager whether there is any
support or reasonable adjustments that can be made to help your
successful return to work. Our Health, Safety and Wellbeing team are
also there to help your return to work by offering advice and support.
Employee Handbook 28 January 2016
When you’re back at work your manager will hold a return to work
meeting with you to understand more about the reasons for your
absence and what they can do to support you. They will also consider
and discuss any next steps that may be needed, depending on the length
and reason for your absence, in line with the Sickness Absence Policy.
Occupational Sick Pay and Statutory Sick Pay (SSP)
We’ll do everything reasonable to help you through periods of illness.
Sometimes we might need you to have a medical examination or we will
need to seek further medical advice in relation to your illness. If we do
we’ll ask for your consent to disclose the medical report to us. We may
also refer you to a Company doctor; which would not require consent
and would be at the Company’s expense.
Occupational Sick Pay (OSP)
If you need support with anything, don’t forget the
Employee Assistance Programme is there for you,
on 0800 032 3720, offering, independent, impartial
advice 24 hours a day, 7 days a week, 365 days a year.
If you’re a member of a recognised trade union, they
will also be able to support and give you advice.
Length of Service
As long as you follow the correct absence reporting requirements,
you’ll normally be paid statutory sick pay, provided you meet the SSP
eligibility criteria.
Depending on your length of service, you may be entitled to
Occupational Sick Pay. This will include any entitlement to Statutory
Sick Pay. It’s important that you follow the absence reporting procedures
to qualify for OSP. If OSP has expired but you still qualify for some
outstanding SSP, that will continue to be paid providing you continue to
follow the correct absence recording requirements.
The following entitlements are based on a five day week, seven hours a
day working pattern – if your working pattern is different to this, your
entitlement will be adjusted accordingly. Your entitlement is calculated
over a rolling 12 month period so each time you’re off work your
entitlement to sick pay is calculated on the first working day and not
recalculated until you’ve come back to work.
Full pay in days (hours)
Half pay in days (hours)
5 (35)
3 months up to 1 year
25 (175)
10 (70)
1 year up to 2 years
30 (210)
20 (140)
2 year up to 5 years
65 (455)
65 (455)
5 years and over
130 (910)
130 (910)
Up to 3 months
Medical appointments
Wherever possible you need to arrange medical appointments,
including GPs, dentists and other specialists outside your
normal working hours. But, if there’s no option and you need
to attend an appointment during your working hours this
time will be paid. But you do need to agree this with your
manager beforehand so they can make sure we can meet our
customer and business needs. They will also take full account
of your circumstances, particularly if you have a long term
medical condition. If you frequently take time off for medical
appointments without good reason though we may require
you to make up lost time.
More information and guidance is available in the Sickness
Absence Policy and Guidelines. Including template forms
for holding return to work meetings and other
important documents.
Becoming a Parent P
Whether you’re a first time parent or growing your family, we know having
a child will change your life and we’ve got a great range of benefits and
policies in place to help you make the most of this time.
Maternity, Adoption and Paternity Policy and Guidelines
This is where you can find all the information you need but if you just want a quick overview of the things that matter the most take a look in the
New Parent Quick Reference Guide. Below we’ve listed just a few key things to know.
Company Maternity or Adoption Pay & Leave
We’ll give you 14 weeks full pay to help you with your new arrival, subject to the qualifying conditions you’ll find in the Policy and you can take a
period of up to 52 weeks leave to be with your child.
Paternity Pay & Leave or Shared Parental Leave
We’ll give you 2 weeks Ordinary Paternity Leave on full pay, subject to the qualifying conditions and you can also consider taking Additional Statutory
Paternity Leave and Pay or Shared Parental Leave (available for children born/adopted on or after 6th April 2015). The rules for taking this type of
leave and pay are set by the Government and do depend on the other parent returning to work and their eligibility for leave and pay, so it’s important
you check out the Policy for the details.
Fertility treatment
You’ll be given reasonable paid time away from work so you can attend treatment clinics, including a two week period to help you conceive.
You can find out about the support we will give you in our Flexible Leave Policy and Guidelines; this includes a period of up to 5 days leave per year
on the new placement of a child for fostering in a calendar year.
Employee Handbook 28 January 2016
Claiming business
expenses on HR-Online P
At Santander UK we don’t want you to travel or stay away from home
unless you really have to. Reducing travel is a more efficient use of time,
it’s good for your work life balance, it’s good for the environment and it
also saves money.
However, if you do need to travel or stay away on business then our Business Expenses Policy and Guidelines explain what you need to do and
what you can claim. Before you decide to travel you should always consider whether a business journey is really necessary and look at alternatives such
as telephone, video conferencing and telepresence. If you have to travel, it should be agreed with your manager and booked in advance to obtain the
best deals on flights, rail tickets and accommodation.
To make a claim for business expenses you need to record the details on HR Online and submit the claim for approval. Once approved, it is paid
directly into your bank account. All claims must be made within 3 months of incurring the expense, and you are responsible for keeping all receipts for
7 years for internal auditing and HMRC purposes. You need to be aware that making or approving a false expenses claim is a very serious matter and
may lead to disciplinary action being taken, up to and including dismissal.
Managing your personal finances C
We expect you to look after your personal finances responsibly and to
not take on any commitments you can’t afford. You need to give full,
accurate and honest information if you apply for credit or any other
financial service from us, or anyone else. Don’t break the rules on any of
your financial accounts, even if they are not with us and don’t borrow
money from, or lend money to your colleagues.
Our Financial Management Policy gives you more information about
this and also explains what you need to do if you do experience financial
problems and where you can get help and advice. If you do have any
difficulties please talk to your manager as soon as you can so they can
help you access the information and support you may need to get things
back on track.
Should things get more serious, and you’re thinking about entering into
an Individual Voluntary Agreement (IVA) or bankruptcy arrangement
you must to talk to your manager before you make any decisions. You
also need to let them know if you’ve had a County Court Judgement
issued against you. We’ll be supportive wherever we can but depending
on all the circumstances, there may be an impact on your role with
Santander UK.
If you’re in a regulated role and individually registered with the FCA
you’ll know about the higher requirements you need to comply with
to maintain your ‘fit and proper’ status with them. You must advise
your manager immediately of any financial difficulties and comply with
your notification requirements directly with the FCA in liaison with the
Compliance Department. The Financial Management Policy provides
more information about the circumstances in which you may be unable
to continue in a regulated role.
Getting to Work (Adverse Weather/
Transport/Childcare Difficulties)
We know sometimes things happen that make getting to work difficult,
such as extreme weather like significant snow or floods, school closures
or disruption to the transport network. But we do expect you to make
every effort to attend your normal place of work and to make alternative
travel or childcare arrangements wherever possible.
If you can’t get to your normal place of work then you can (with your
manager’s agreement) work from an alternative work location, or for
those in head office locations, from home, if you have the right resources
to do so. Always contact your manager before your normal start time
where possible to discuss the situation and the options available. If you
can’t get to work and there are no other options for being able to work
differently during this time, speak to your manager to agree how your
absence will be treated. This may be as annual leave, making the time
up over an agreed period or taking unpaid leave. If you’re late for work
because of genuine difficulties then no action will be taken, but you will
not normally be credited for the lost time.
More information and guidance is available in the Transport Difficulties &
Adverse Weather Policy. It’s also important that you look after your safety
and you can find details about safe driving in the Road Safety Guidelines.
Remember you can call our Employee Assistance Programme
in confidence on 0800 032 3720 who will also be able to give
you information about free specialist debt counselling services.
If you’re a manager you should contact the HR Helpline on
0800 028 3803 for advice on the next steps if a member of
your team is in serious financial difficulties.
Raising concerns C
We know that even in the best workplaces people may have concerns
that they want to raise about things and we’ll make sure we listen to
these and work with you to resolve them wherever we can. Where you
feel comfortable to do so, then it’s always a good idea to talk to your
manager to try and resolve any concerns you have informally. But if this
doesn’t work or it’s something more serious you feel needs to be raised
formally from the outset then you can raise a formal grievance. If you do
raise a grievance, this will be treated seriously and will be investigated
independently. You’ll have the right to be accompanied by your union
representative (or by another company employee) at any formal
meetings or appeals which are held to understand the issues in your
grievance and make any decisions on what should happen.
Everyone at Santander UK has the right to work in an environment
free from harassment or any other type of unwanted behaviour.
Discipline C
So, if you believe you’ve been subjected to, or have witnessed
harassment, victimisation or bullying at work, you can raise your
concerns and be sure these will be taken seriously, investigated fully
and appropriate decisions and actions taken.
If you need more information on these areas please look at our
Bullying and Harassment and Grievance Policies and Guidelines.
If you have concerns about general malpractice or wider organisational
problems then you should consult the Whistleblowing Policy to raise
these types of concern.
If you need support with anything, don’t forget the Employee
Assistance Programme is there for you, on 0800 032 3720, offering,
independent, impartial advice 24 hours a day, 7 days a week, 365 days
a year. If you’re a member of a recognised trade union, they will also be
able to support and give you advice.
If the expected standards are not met our Disciplinary Policy and
Guidelines explain what will happen. We know that most of the
time an informal approach to any minor issues of misconduct can
resolve the problem and a quiet word may be all it takes to make sure
it doesn’t happen again. But sometimes things are more serious or
people do not change their behaviour or actions and then we may
need to take formal action in line with the Disciplinary Policy.
The Disciplinary Policy and Guidelines also explain how seriously
we take different types of allegations of misconduct and what the
consequences may be for someone’s employment if these are upheld.
They also explain how we’ll investigate any allegations and the
process that we will follow to make sure we reach a fair decision on
the outcome including providing the right to be accompanied by your
union representation (or by another company employee), time to
prepare for any formal hearings and the right to appeal against any
formal outcomes that are issued.
If an allegation is very serious, we may suspend someone on full pay,
without prejudice whilst we investigate.
Employment references P
If you are looking for a role outside of Santander UK, a part of your application and selection process may include the company you are applying
to requesting an employment reference from Santander UK.
When we receive reference requests from other employers, we are committed to giving accurate and timely references. When we receive a written
request we will provide either a standard reference or, if you are employed in a regulated role with us a regulated reference.
We won’t give references over the telephone or directly to you as an employee. The only people who can provide employment references on
behalf of Santander UK are the HR Service Centre. The information that we give in standard references is your start date, your role and if you have
already left us at the point the reference is requested then the date you left and the reason for leaving. The information that we have to provide in
regulated references is decided by the regulator, you can find out more information in the Leaving the Company Policy and Guidelines.
Employee Handbook 28 January 2016
Supporting You
Your Health, Safety and Wellbeing
Our Health and Safety Policy
and Management System
We believe that helping you to look after your health and
giving you a safe place to work is key to achieving our goal to
be the best bank to work for, and is a positive investment in
our most important asset – you.
So, at Santander UK it’s our Policy to develop and maintain
a positive health and safety culture to look after you and our
visitors and contractors. Our Health and Safety Management
System is in place to help us do this, making sure any
significant risks are identified, assessed and controlled, and
that your workplace is safe. Through our commitment to
your health and safety you know you’re valued and respected
and you can have confidence that we meet all of our
responsibilities under the Health and Safety at Work Act 1974.
You can find our full Health, Safety and Wellbeing Policy
statement on wearesantander.co.uk under Supporting you.
You can also find a wealth of information about how
we look after your health, safety and wellbeing at
wearesantander.co.uk, including Health Awareness,
advice on staying healthy, managing work life balance,
risk assessments and looking after your personal safety.
Managing safety
We’ve got a formal Health and Safety Management System in place to
identify any common hazards and make sure managers know how to stop
these turning into an accident. The Managing Safety booklet available
on wearesantander.co.uk under Supporting you gives you all the
information you need about this.
Your responsibilities
Whilst at work, you’re also responsible for taking reasonable care of
your own health and safety and that of your colleagues, particularly if
they could be injured by something you do or don’t do. You need to
take positive steps to make sure you work safely and don’t do anything
reckless that could result in injury to yourself or others.
When you join Santander UK you’ll be given a personal copy of the
colleague health and safety information pack called Working Safely, which
tells you about the key risks and what you need to do for safe working.
Whether you’re new to Santander UK or have been here some time, you
should read Working Safely and make sure you apply the guidance in the
You’ll also need to complete the mandatory health and safety training
within 30 days of joining Santander UK, and then complete annual
assessments and refresher training as required. You can find out what you
need to do in the mandatory training area of Learning at Santander.
Reporting concerns
Emergency arrangements
You always need to be alert to any health and safety risks in your
workplace. If you identify a risk you should take action to control it
straight away if you can, for example by moving a storage box that’s
blocking a fire exit. If it’s not something you can do yourself, tell your
manager so they can deal with it immediately.
If there’s an emergency situation, like a bomb threat, and you’re not in
your normal place of work, always let your manager know you’re safe
straight away. Phone them, or send a text or e-mail if the line is busy.
Depending on what’s happened, information about what you need to
do may be provided through the Emergency Helpline 0500 372 042.
If you have an accident at work, however small, you must tell your
manager straight away. You’ll need to record what happened in the onsite Accident Record Book. Your manager will need to investigate what
happened and complete an Accident Report on HR On-line, to make our
Health, Safety and Wellbeing team aware.
If it’s a major accident your manager will need to phone them straight
away (01908 343 136) so the local authority can be informed; they may
wish to carry out their own investigation.
Fire safety
It’s also important that you always make sure your personal and
emergency contact details are kept up to date on HR Online in case
we need to contact you or your family at home in the event of
an emergency.
First aiders
We have a network of trained First Aiders and Appointed Persons in
place to make sure there’s always help and support available if you
have an accident or injury at work. You’ll find the name and contact
number of your nearest First Aider or Appointed Person displayed in
your branch or office on a standard first aid sign. Make sure you know
who they are as you never know when you may need them!
At Santander UK we’ve got a very high level of fire safety, which
includes having adequate Fire Wardens in place to help protect our
colleagues and anyone else who comes into our branches and offices.
If a fire starts, it’s the fire wardens’ responsibility to make sure
everyone evacuates the building quickly and calmly. They will also let
everyone know when it’s safe to go back into the building.
Employee Handbook 28 January 2016
Positive about Mental Health
We’re positive about mental health at Santander UK and want our people to
know they can talk about any problems they may have openly and in confidence
and without fear of being judged, persecuted or ignored. We’ve a range of
support in place to help you if you’re affected by mental ill-health conditions.
If you’ve an existing or developing mental health condition that you need help with, always talk to your manager about this. With your consent and working
as a team, your manager, People & Talent and our Health, Safety and Wellbeing team will make sure you get the help and support you need at work.
Drug and Alcohol Policy P
When you’re at work you must be able to carry out your role safely
and to the standards expected. If we reasonably believe you are under
the influence of any substance we’ll investigate this and may take
appropriate action (including action under our Disciplinary Policy).
Where however you may be encountering problems with drug or alcohol
misuse/abuse, and you come to us for support, we’ll aim to deal with
you fairly and sympathetically and to work with you to help you try to
overcome these, so you can continue in your role with Santander UK
wherever possible and protect your health and wellbeing.
The use, possession, sale or distribution of illegal substances at work
and the trafficking of illegal substances and any associated money
laundering activity is illegal and are treated as gross misconduct under
our Disciplinary Policy. Our Drug and Alcohol Policy explains how
we approach this and the commitment we expect from you in return.
Smoking Policy P
To protect everyone from the risks of passive smoking whilst they’re at
work we’ve a no smoking policy in place in all our buildings; it’s also the
law. It includes offices, restaurants, rest areas and any vehicles used for
work. Our approach also extends to the use of e-cigarettes as well.
Smoking at work is only allowed in the clearly designated locations, or
smoking zones, This is because as well as increasing the risk of passive
smoking for colleagues, customers and members of the public, it can
create a bad impression of Santander UK and damage our reputation.
If you’re not sure where the designated locations are for your building
always ask your manager. If you use e-cigarettes you must also only use
these outside the building but you don’t have to use the designated
smoking areas if you don’t want to. However, we do ask that you find a
place that is not customer or public facing wherever possible.
Expert help and getting help in difficult
times – our Employee Assistance
As a caring employer, Santander UK is committed to supporting
you at all times.
Friends, family, colleagues and your manager can often help you
with invaluable help and support when times are tough. But
sometimes you just need someone impartial to talk to; or someone
who can provide you with independent, professional help and
Sometimes matters come up that you just don’t have the
knowledge to deal with and this can leave you feeling helpless
and overwhelmed. Our Employee Assistance Programme (EAP)
can provide comprehensive information on a range of matters like
family care, pensions, will writing, and buying and selling houses.
This can be invaluable and help you regain your life.
Sometimes information and advice is not enough. This is where
telephone counselling can help. You can talk to the EAP about
anything that’s troubling you. Things like financial difficulties,
relationships, bereavement, serious illness, separation, anxiety
and depression.
Some things are just too much to handle on our own. If it’s a
significant life event our EAP can arrange for you to receive faceto-face counselling. This will normally be with a counsellor who has
experience on the issue that’s causing you concern.
We know that many people want to stop smoking and that it’s really hard
to do. So if you want help you with this you can contact Health, Safety
and Wellbeing who can signpost you to local support services. Contact
them at health.safety&wellbeing@santander.co.uk
The EAP is always there for you, 24 hours
a day, 365 days a year: 0800 032 3720
Employee Handbook 28 January 2016
Part Two:
Protecting you,
our customers and
Santander UK
Professional Standards at Santander UK
Business Integrity C
At Santander UK we expect you to have the highest ethical standards
whilst you are working for us and in carrying out your role. This includes
following any required legislation, our people policies and our policies
on business conduct as well as binding by the law and financial services
regulation generally. We need you to act professionally, honestly and
with integrity in all your dealings with your colleagues, our customers
and anyone else that you have contact with as part of your role with us.
At Santander, we expect the highest standards of you when carrying
out your role, including following all of the relevant legislation and our
own internal policies on business conduct. We expect you to always act
professionally, honestly and ethically when dealing with your colleagues and
our customers and with anybody else that you have contact with as part
of your role with us. In particular, we expect all our colleagues to abide by
Santander’s Ethical Code of Conduct.
Whistleblowing P
You should let your manager know if you’re required to attend court as a
result of being arrested or charged with a criminal or statutory offence or
have any economic or terrorism related sanctions against and you must
notify your manager immediately of any actual convictions received. The
same is true for any sanctions or restrictions placed on your financial affairs.
Any such circumstances may impact on your on-going employment with
us. However, we’ll always look at all the circumstances of each situation and
follow a fair process, including listening carefully to your own views so that
we make a decision that’s fair and balanced.
We’re committed to looking after your wellbeing and creating and
maintaining a work place culture based on fairness, honesty and integrity.
So if you believe there is any malpractice taking place within Santander it’s
important you feel you can raise your concerns without fear of victimisation
for doing so. If you do raise concerns we’ll take these seriously, respect your
confidentiality and, where appropriate investigate these further and you’ll
not be treated any differently because you’ve raised them.
The important thing is not to ignore a concern in the hope it will go
away. If something is wrong, it can only be put right if you speak up. You
can find all the information you need in the Whistleblowing Policy,
including the details of the process to follow to raise concerns and a list
of key contacts you can approach including the Whistleblow Line on
0800 048 4513 or https://www.speak-up.info/inconfidence
Our Ethical Code of Conduct C
Our Ethical Code of Conduct supports the Santander Way and our
Corporate goals. Much of it is common sense, but in simple terms,
it sets out what we should expect of each other, such as to:
Act in the best interests of Santander
Be honest and professional
n Take
special care to ensure that we only ever offer customers
products or services that they understand and need
Comply with the law and regulations
n Keep confidential any non-public information to which you have access.
You can find more information in the full Code on
wearesantander.co.uk under Supporting You > People Policies.
Conflicts of Interest C
Viewing and Transacting on Accounts P
A conflict of interest may happen if you’ve either a direct or indirect
interest in a transaction, contract or proposed contract as a result of
personal or business relationships or other activities outside your job
with Santander. It’s also important you’re aware of the risks posed by
Politically Exposed Persons (‘PEPS’). These are people who hold or
have held positions in public office (e.g. senior political or public office
positions, or employees of state owned enterprises). PEPs generally
present a higher risk for conflicts of interest and bribery and corruption
because of the positions they hold and their ability to influence events.
You can only view your accounts – you must not transact on your own
accounts or any accounts held by family, friends and colleagues.
So you must let us know about any connection which could be seen
to compromise your judgment in your role with Santander, so you
need to:n Make sure you never abuse your position or authority for
personal gain.
n Take
Definition of a transaction
A ‘transaction’ is defined as anything carried out on an account to update
the status or balance of the account. This includes opening and closing
accounts, changing overdraft limits, setting up mandates, reversing or
refunding of charges or any other change. Employees must not order
stationery e.g. bank statements, cards or cheque books. Transacting on
accounts in breach of any of the situations below will constitute gross
misconduct and may result in dismissal.
The following points clarify and confirm the way in which we expect
employees to behave when dealing with their own accounts and those of
family members, friends and colleagues.
steps to avoid conflicts of interest wherever possible
T ell your manager as soon as you become aware of any potential
conflict of interest (including contact with any PEPs or associations
with PEPs);
n Co-operate
with any steps we need to put in place to manage risks
associated with a conflict of interest.
Own accounts
n Employees
can carry out enquiries on their own account(s) including
current accounts, mortgages, savings and credit cards.
n Employees must never carry out a transaction on their own account(s).
Friends and family accounts
Other Employment and Outside
Interests C
must never view; carry out enquiries or transactions on
the accounts of their family or friends, even in circumstances where
they are an ordinary customer. If employees find themselves in this
position, they must pass the customer to a colleague, e.g. transfer the
call or ask someone else to serve at the Branch Counter.
n Employees
We understand that you may want an additional job as well as your
role with Santander. But it‘s important this does not cause a conflict of
interest or have a negative effect on doing your job with us. We also need
to check that you’re not putting your health and safety at risk because all of
your working hours together potentially putting undue strain on you.
So you should talk to your manager about your plans before you confirm
any commitments elsewhere to guard against any possible conflict of
interest and make sure everything is ok. This also applies if you want to set
up your own business or become self-employed. Although we will never
unreasonably stop you from working elsewhere, we won’t agree to anyone
working for one of our direct competitors or one of our suppliers or agents.
We do encourage our people to have a broad range of interests and
activities outside of their work as it helps contribute to communities
and to gain valuable skills and experiences. But we do expect that those
other interests are not in competition or conflict with your role or work
for Santander. If you’re not sure whether something you want to get
involved with may create a conflict of interest then please speak to
your manager.
Intellectual Property C
Colleague accounts
n Employees
must never access a colleague’s account unless they are
being served as an ordinary customer, e.g. in a Branch they are on the
customer’s side of the counter or on a call they have phoned a contact
centre using the normal customer numbers.
n Whenever
serving a colleague, employees must follow the correct
procedures for identification, and verification must be followed, as
they would with any other customer.
Customer accounts
must never enquire or transact on the accounts of any
Santander customer without a legitimate business reason for
doing so.
n Employees
Viewing personal accounts must be done during an employee’s own
time, and not during working time.
In the course of your work with us, you may create certain works or
solutions etc. that could have a broader use than just for Santander UK.
These may amount to what is known as ‘Intellectual Property’ or ‘IP’ for
short and includes inventions, designs or technical know-how. If that’s
the case, you must tell us about and keep confidential all such IP and by
agreeing to employment with us, you acknowledge that the Company
have rights of ownership for any IP created. Any decisions about the
protection or use of any such IP are for us to make as a Company.
Employee Handbook 28 January 2016
Personal Relationships P
Many personal relationships start at work and family members may work
in the same business area. Although this is not always a problem it can,
depending on the circumstances, cause issues for you, your colleagues
and our business. At Santander UK we see a ‘close personal relationship’ is
anything that’s more than a straightforward friendship between colleagues
and it includes close relatives and close family attachments.
So if you’re in a close personal relationship with a colleague, an employee
of a third party or a Politically Exposed Person (PEP), e.g. a politician or an
employee of a state owned enterprise, where this relationship could cause
a conflict of interest you need to tell your manager – see below for a more
detailed explanation.
Applying for jobs
We ask you not to apply for any job which would create a potential
conflict of interest because of a close personal relationship. Apart from
all the potential problems explained above, working with or for someone
you have a close personal relationship with can affect your working
relationship with other colleagues who may feel there is preferential
treatment taking place (even where this is not the case).
If you do decide to apply for a job which, if you were successful, could
present a perceived or actual conflict of interest, you must disclose this in
your application. We’ll then consider whether it’s possible to put into place
any steps to manage the risks or whether we’re not able to progress
your application.
Examples of where an actual or potential conflict of interest may happen
are; working in the same team or reporting line,having control over
reward payments, expenses approvals, internal controls or authority to
recommend things like a recruitment decision. Other examples could
include colleagues in a personal relationship being involved in the same
investigation/hearing, or awarding a contract or providing a service to
a third party where a colleague is in a close personal relationship with a
representative of the third party.
Politically Exposed Person
When you tell your manager, they’ll treat the situation sensitively and
impartially and only those people who really need to know to help agree
the way forward will be made aware, with your consent, wherever possible.
There are a number of high risk roles across Santander UK we’ve identified
where additional internal controls may be required if such a relationship
exists. We may carry out checks on people we’re considering appointing
to these roles before we confirm any offer of employment and carry out
checks annually on these roles to identify and mitigate any risks that
may arise.
Your manager will then consider what actions can be taken to avoid or
manage any risks whilst being fair to all those involved. What these may be
will depend on the circumstances, but it could include arranging a change
in reporting lines, a move to another team or department, or putting
in place amended or additional controls or checks within the existing
structure. If the situation involves a third party we’ll need to talk to them
to see if things can be managed by them to help control the risks.
A Politically Exposed Person is someone who holds or has held a position
of significant influence in public life or is, or has previously been entrusted
with a prominent public function, including senior political or public
office positions, or who have links to a State Owned Enterprise. It’s very
important you and Santander UK are protected from any perceived
conflicts of interest raised if you have a personal relationship with a
Politically Exposed Person.
More information and guidance is available in the Personal
Relationships Policy.
If we’ve tried everything we reasonably can but the conflict of interest
can’t be managed because of the specific issues involved, we’ll talk to
everyone involved to get their views before we make a decision on the way
forward. Managers should take advice from the HR Helpline before taking
any action. One option may be that a move to a suitable alternative job is
arranged, either on a temporary or permanent basis for one or both of the
colleagues involved.
In exceptional circumstances only, and despite all reasonable attempts
if we cannot find a way of managing a conflict of interest we may have
to consider ending employment. This would only ever be considered as
a last resort and after extensive consultation with all those involved to
find a solution and after following a fair process to make this decision and
providing a right to appeal.
Business Security
How you help keep the business and yourself safe and secure depends on
where you work and what you do. Your manager will make sure you know
what your responsibilities are. For example, if you need a photographic ID
Pass to access your building, make sure you are always wearing it and it is
clearly visible whilst in your place of work.
And, always be aware of what’s happening around you at work; in
n Don’t let someone else enter a turnstile or secure door behind you
(tail gating) - and if you think someone is trying to do this, let security
n Don’t let anyone borrow your ID Pass under any circumstances.
Always tell your manager if you see a stranger at work; especially if they’re
not wearing an ID Pass.
The security standards that are in place may be different between our
Retail Branches and Head Offices and other buildings.
Examples of these will include a combination of monitored intruder alarm
systems, counter security provisions, time delay safes and technology,
CCTV surveillance, photographic ID passes and monitored access
control systems. Access to secure or sensitive areas will be restricted and
governed by formal Approval, Monitoring & Reporting processes.
These security measures may change, and we’ll let you know if they do,
unless there is an exceptional reason why we can’t tell you beforehand.
It is your manager’s job to make sure you know the security arrangements
where you work. If you are not sure what they are, or if you think there’s
been a breach in security, please talk to your manager, to Security or refer
to the Physical Security Policy for further information.
So that we can protect you and everyone else who works at Santander,
we may request to carry out a search of you or your property, including
your vehicle. This may either be on Santander premises or elsewhere if
you are working for us at the premises of a third party.
We would normally only make a request to search in exceptional
circumstances and if we have a reasonable belief we may find evidence
of some criminal offence or potential criminal offence or illegal activity.
However, there may be some other situations where we may request to
carry out random searches in certain locations or for specific reasons.
For example if there are increased security checks required due to an
increased risk of terrorist activity.
All colleagues have the right to decline being searched, but if there is a
good reason why this request has been made and no clear explanation
as to why the request has been declined, then this may
be taken into account in any investigation into any allegations that
may have been identified.
mutually acceptable alternative witness who is available at that time in
that location. Again this person will need to work for Santander. If it is
not possible to agree on a suitable witness then the colleague can chose
to decline to be searched, as explained above. The only time it would
not be necessary to have a witness is if this is at the express request or
agreement of the colleague being searched.
You can find out more in the Physical Security Policy on the main
Santander intranet.
Business Continuity Management
Like any organisation we can be at risk from incidents which interrupt our
business operations, for example something unexpected happening to
a Santander building, our systems or our people, or any combination of
these things.
The Crisis Management structure includes local incident management,
crisis command and control management, and is carried out by the
central crisis management function, and at corporate level, our executive
management teams. If a crisis does happen, the people responsible for
our crisis management response will make sure internal and external
communications are in place so we can carry on with our essential
business operations and that we’ve got effective co-ordination in place
with external agencies such as the emergency services.
In addition to the crisis and incident management structures each
business area has Business Continuity Plans that set out how they will
respond to an incident, maintain critical activities, and communicate
with colleagues, third parties and other business areas. In having this
framework our people, customers, shareholders and regulators can have
confidence that the welfare of our people and key business activities will
be maintained.
Emergency arrangements
In an emergency situation, like a bomb threat or terrorist activity, we need
to be able to check everyone’s safe quickly and efficiently. So if you’re not
in your normal place of work and something like this happens, always let
your manager know where you are and that you are safe straight away,
normally by telephone. Depending on what’s happened we may place
information on the Emergency Information Line 0500 372 042 to keep
you updated and give you any important instructions about what to
do, for example if the building your normally work in is affected. It’s also
important to keep your personal details up to date on HR Online in case
we need to contact you or your family at home.
If we do request a search of you or your property, this will be done in a
professional and confidential way and carried out by the most appropriate
person in the circumstances, taking into account the reason for the search
where it is taking place and who is available in that location at that time.
If managers believe it may be appropriate to carry out a search, they
should always contact the HR Helpline for advice and guidance on the
best way forward. If our security or special investigation teams are on
site and believe a search is appropriate they will follow the relevant
professional standards.
In most cases, it will be appropriate for an independent witness to be
present at the search. Where possible, the colleague who has been
asked to agree to a search will be given the opportunity to suggest
who they would prefer to be that witness. As long as that person works
for Santander and is available in that location at that time this will be
agreed wherever possible, including a request for this to be a union
representative. If the person requested is not available the manager
planning to carry out the search will seek to agree with the colleague a
Employee Handbook 28 January 2016
Using Santander Equipment
We’ll give you the essential tools you need to do your job, for example access to emails and the internet, the main Santander intranet page. mobile
phones and lap-tops. Exactly what you need and will be provided depends on your role and your manager will discuss this with you when you start.
Whatever equipment we provide it’s important you use it properly and take good care of it.
IT Equipment and Systems P
You may use work emails and the internet for personal use if it doesn’t
impact your work. But excessive and/or inappropriate use may be
investigated and could result in disciplinary action so always think carefully
about how much you are using it and what you’re using it for.
If we give you remote access to our IT systems because you need this for
your job you should only use this for work purposes. You’ll get an access
code for public or private networks and you must keep these confidential
and follow the instructions you’ll be given
It’s important that you read, understand and follow our Acceptable
Use of Internet, Workstations & Email Policy which sets out the
requirements you need to follow, including:
n Always locking or closing down your system before leaving your desk.
If you don’t you may be held responsible for any misuse of your
system, including any internet searches or emails sent or received.
n Choosing secure passwords and not sharing these or writing them
down. You must never disclose your password, even to your manger
or colleagues from Helpdesk.
Mobile Phones and BlackBerrys
If you’re provided with a mobile phone or BlackBerry you need to submit
your monthly usage using the Online Billing Management system by
allocating all your calls as either ‘Business’ or ‘Personal’ for the previous
month. The cost for any personal calls you make is then deducted from
your salary on a monthly basis. You’ll receive full details of the billing
process when you get your device.
For your own and the safety of others you must never use your company
mobile phone or Blackberry to make or accept calls or while driving.
Driving means the engine of the vehicle is running. Find out more in the
Road Safety Guidelines on wearesantander.co.uk
Contact with the Media P
If you’re contacted by any media organisation about Santander you
must not deal with this yourself but refer them to Santander UK
Corporate Affairs.
n Not letting anyone else use your workstation whilst you are logged on
under your own password.
n Not using a workstation logged on with someone else’s password. The
only exception to this is if IT support request remote access to resolve a
systems problem or if you are presenting having someone support you
in navigating through the slides.
n Making sure any messages or documents that you send internally or
externally reflect the highest professional standards including following
our Diversity and Inclusion Policy.
n Not actively searching for inappropriate content or asking for such
content to be sent to you. If you receive inappropriate messages or
content, let the HR Helpdesk and your manager know straightaway.
n Only using approved business software or ‘demos’ and never using
anything from any other source, including public bulletin boards,
shareware, catalogues, user groups, computer stores and home computers.
This is not an exhaustive list so it’s important you read the full Policy and
if there’s anything you’re not sure about always ask your manager for
guidance as improper use could lead to disciplinary action.
The contact numbers are 0207 756 5952 between 8am and 6pm and
outside these times to 0800 587 7708. They will then advise you on next
steps and give a response where appropriate. Please treat anyone who
contacts you from the media with the same respect and courtesy as you
would a customer, as this is their first impression of Santander and can
influence their report about the specific topic they are looking to cover. It’s
also important that you respond to any enquiry quickly and refer them on
to the right contacts so that they are able to meet the deadlines that they
may be working to.
If you want to contact any part of the media about Santander or your role,
you must also get this approved through Corporate Affairs in advance. If
you work in Corporate Affairs you must follow the specific rules in place to
authorise and release any media communications.
Certain jobs within the company have a responsibility for media contact as
part of their specific accountabilities. If you are in one of these roles, you
will know the approval processes that you will need to follow.
Using Personal Devices at Work C
Most of us have personal mobile phones or other devices we use to
access the intranet as well as make calls. We know that being able to
stay in contact with key contacts when you’re at work to deal with
emergencies is important, for example your children’s school or elderly
parents who rely on you. However we don’t expect you to make general
social calls, update social media or browse the web during your working
hours as it’s important to stay focused on your role so you give the best
service to our customers and carry out your role how we expect you to.
Also, if your role gives you access to customer or other sensitive business
data or your role involves supporting our customers, there are some
additional steps we expect you to take when using your personal devices.
More information and guidance is available in the Personal Mobile
Devices Guidelines, which have been agreed with our recognised unions,
about having access to your mobile phone or device during working
These guidelines are there to protect this data and prevent fraud as these
devices can be used to capture and copy account and other data to send
to outside parties to commit fraud, amongst other things. In all cases
devices you don’t need to make or receive emergency calls; like smart
watches or glasses that have built in cameras are not allowed at work.
Please talk to your manager about how these guidelines are applied in
your business area, if you need more information
Working with Suppliers P
At Santander, we’re proud of our reputation so we won’t knowingly
do business with any other organisation that does not share our
commitment to dealing with stakeholders fairly and ethically.
Our Cost Management and Procurement Policy and Sharepoint site
provides you with all the information and resources you will need if your
role means that you have responsibility for working with suppliers. You
can find this on the Santander UK intranet.
This includes key principles that need to be followed, including ensuring
competitive tendering and dealing with suppliers in a fair and open
manner and taking into account the ethical record of a company among
other factors, when vetting any potential suppliers.
Any spending by Santander with third party suppliers must go through
our Cost Management and Procurement processes which clearly explain
how budgeted spend becomes activated and available to pay financial
commitments to our recognised suppliers.
Meeting the Needs
of Our Regulators C
Santander is regulated by the Prudential Regulation Authority (PRA) and
the Financial Conduct Authority (FCA) who are the government bodies
that set the rules and guidelines for all financial services companies in the
UK. Santander also complies with the regulators’ Principles for Business
and Code of Conduct, which sets out the standards that customers can
expect when they choose to bank with Santander in the UK. So in addition
to our company rules you will also be bound by the principles and rules of
these regulators. These rules are in the regulatory handbooks (which can
be found on the FCA and PRA websites) and it’s essential you follow both
the PRA’s and FCA’s rules and guidelines for your job.
Most people’s work at Santander is governed by the FCA who look after
‘conduct’ in the financial sector (e.g. how we design, sell and market
our products and how we deal with our customers) and in all roles you
are expected to act in an appropriate and ethical manner. The PRA is
responsible for matters such as the financial stability of larger companies
and so are more specific to certain roles and you’ll have been told directly if
your role means you need to follow any specific rules set by them.
Treating Customers Fairly (TCF) is a key FCA initiative which makes sure
we ‘pay due regard to the interests of our customers and treat them fairly’
which is a key priority of the regulator and if your role involves looking
after our customers in any way you’ll be made aware of the specific
procedures that are in place to make sure that we do everything to meet
our obligations in this area.
There are specific roles within Santander which are deemed regulated.
This will mean that you will be either personally registered with the FCA/
PRA as a ‘Senior Management Function’ (SMF) or as an ‘Approved Person’,
or that you will need to be ‘Certified’ by Santander to carry out your role.
Certified roles include (but are not limited to) Investment and Mortgage
Advisers, Traders and their managers and/or supervisors through to senior
management who are deemed material risk takers within the bank. If you
are in one of these roles you will be notified accordingly. In addition you
will be personally accountable to the regulators for following the Code of
Conduct, as follows:
Rule3: You must be open and cooperative with the FCA, the PRA and other
Rule4: You must pay due regard to the interests of customers and treat
them fairly.
Rule5: You must observe proper standards of market conduct.
You will be required to complete training on the Code of Conduct to
ensure you understand and can adhere to it. In addition if you are a SMF
you will be required to adhere to Senior Manager Conduct Rules and
Approved Persons to the Code of Practice, details of which will be included
in your contract. Some senior management roles also have a personalised
Statement of Regulatory Accountabilities (SRA) which outlines the
particular responsibilities they need to be aware of.
Any potential breaches of these conduct rules, which are identified, will
be investigated fully and fairly as explained in the Santander Disciplinary
Policy and Guidelines. More information and examples of breaches of
the conduct rules is available in the Santander Code of Conduct Breach
Handling Policy.
If you are in a regulated role you must stay registered with the FCA/PRA
or hold a valid Certificate; you will need to meet specific criteria and will
be subject to regular reviews, you will be required to always maintain
your ‘fit and proper’ status which means you’re competent and qualified
for your role. . When assessing whether someone is Fit and Proper a
range of factors are taken into account, these include honesty, integrity
and reputation; competence and capability (eg having the relevant
qualifications, experience, skills, training and personal characteristics
required for the role); and financial soundness.
Some roles are subject to a Training and Competence scheme. If this
applies to you, you can find out more in the Training and Competence
guides Library > Regulatory > T&C Guides/Competence Frameworks. Whilst
you’re working for us we’ll give you all the reasonable training you need to
support you, but if you don’t maintain your fit and proper status for any
reason this may impact on your continued employment at Santander.
Rule 1: You must act with integrity.
Rule 2: You must act with due skill, care and diligence.
Employee Handbook 28 January 2016
Good risk management is essential to the success of
Santander UK and everyone who works for us. Without
good risk management we’d have no jobs, no customers,
no shareholders and have no impact on the community
– all the things we strive for and that’s why I AM Risk
matters and we all need to:
Whatever your role, wherever you work, whenever you make a decision,
make sure you Identify, Assess, Manage, Report risks (and any near-misses
too) to someone. Examples of risk are as varied as being approached by
fraudsters to give access to confidential information or systems, noticing
a frayed carpet in branch, identifying process errors, or poor quality advice
being given to being at risk from systems failures and not having any
contingency plans to deal with this.
If you’ve identified a risk you can either speak to your line manager or
e-mail the I AM Risk mailbox or you can report malpractice on a named
or anonymous basis through our confidential Whistleblowing line:
0800 048 4513 or www.speak-up.info/inconfidence. If you’ve
identified any material or significant risk events, there are dedicated
escalation routes that you need to use to raise them by notifying
Identify: risks and opportunities
Assess:their probability and impact
Manage: the risks, suggest alternatives
Report: challenge, speak up, review and learn
Remember, each of us is personally responsible for managing risk well
as part of I AM Risk and we also have a duty of care to our people,
customers, shareholders and communities to speak up when we see
something that isn’t right.
For more information about how to manage risk in your role or within your
team, there’s a wealth of information available on the Risk Learning site
including the mandatory training we all have to do every year so we fully
understand our responsibility for managing risk.
Managing risk is a key part of all our Performance Excellence Plans so your
manager will work with you to make sure that you understand what this
means in practice, and how you well you do this forms part of how your
performance is measured and how you’re rewarded.
Bribery and Corruption C
You need to act honestly and with integrity at all times in your role with
Santander and it’s illegal and wrong to bribe or be bribed, whether directly
or indirectly. Bribes are any inappropriate advantage or benefit and can
include money, gifts, hospitality, expenses, reciprocal favours, political or
charitable contributions, inside information, and offering employment, or
training opportunities to name a just a few.
At Santander we will not tolerate anyone who works for us being involved in bribery or corruption as we as company
and individuals face the risk of prosecution fines and imprisonment even if the bribe is not successful. This would also
damage our reputation and increase the cost of us doing business and affect the confidence our customers have in us.
For full details, please refer to the Anti-Bribery and Corruption Policy.
Gifts and Hospitality
It’s important you always act with the highest standards of integrity and honesty to avoid any perception or allegations of bribery, compromise
or having a conflict of interest in your role with Santander.
This includes offering and accepting any gifts and hospitality and you must not offer, promise, request or accept any cash payments, significant gifts
or hospitality to or from anybody or any organisation that does business with us or wants to do business with us.
Token gifts and reasonable and proportionate hospitality are acceptable in certain circumstances. If you’re in any doubt whether you can offer
or accept a gift or hospitality, always check with your manager, your Business Area ABC Champion or the Anti-Bribery Officer. If any gifts and
hospitality are accepted these need to be recorded in line with your business area guidance and some will need to have written approval from your
manager and/or the Central Anti-Bribery & Corruption Team as well. You’ll find further details in the ABC Policy and the ABC Guidance
& Standards.
Employee Handbook 28 January 2016
Fraud and CIFAS C
We all have a responsibility to protect Santander and our customers
against fraud. This includes external fraud carried out by people outside
of Santander and internal fraud, committed by or with the help of anyone
who works for us, whether on a permanent or temporary contract, or
through an agency or as a contractor.
Fraud normally involves, but isn’t limited to, the disclosure or theft of our
customer data, theft from Santander, our customers or other colleagues.
It also includes manipulating bonus or other reward schemes, facilitating
fraudulent applications or transaction fraud, or making unauthorised
changes to customer data.
So everyone who works for us is expected to co-operate fully with any
fraud investigation that takes place if we ask them to. If we believe
anyone who is directly employed by us has committed fraud we will
investigate thoroughly and if necessary take the relevant action under our
Disciplinary Policy and they may also be subject to criminal prosecution.
What you have to do
n With the exception of internal fraud, you have a duty to report any fraud
you suspect is taking place to our Fraud team on 0845 850 6999.
n If you believe internal fraud is taking place or you believe a colleague
is complicit in the facilitation of a fraud you should call the Special
Investigations Unit direct on 01908 342 085 or the Whistleblowing line
on 0800 032 3720.
The database can be used in two ways
n To
search the details of people seeking employment with us on
a permanent or temporary basis to make sure they’ve not acted
dishonestly elsewhere.
n We will list the names of any of our employees who we know have
acted dishonestly while they worked for us.
You also need to understand the following:
n Fraud prevention databases have been established to allow employers
to share data on their employment fraud cases.
n Should our investigations identify fraud or the commission of any other
criminal offence by you (on your part) when applying for or during the
course of your employment with us, we will record the details of this on
the relevant fraud prevention databases.
n This information may be accessed from the UK and other countries and
used by law enforcement agencies and by us and other organisations to
prevent fraud.
contact us at: spinvunit@santander.co.uk if you want to
receive details of the relevant fraud prevention databases through
which we share information.
n Please
n Once you’ve reported something you must not discuss or disclose the
details of this or any subsequent investigation to other colleagues or
third parties unless we need you to as part of any investigation or other
process that may take place as a result of what you’ve reported.
n If you get any queries from the media relating to a known or suspected
fraud you must not respond yourself but refer them to Santander
UK Corporate Affairs. The contact numbers are 0207 756 5952
between 8am and 6pm and outside these times to 0800 587 7708.
At Santander we’re committed to protecting our reputation and our people
from dishonest individuals and criminal activity.
Alongside other major UK banks, we’re a member of CIFAS – the UK’s
Fraud Prevention Service who operate an employee fraud database
designed to prevent the re-employment of employees who have acted
dishonestly in other financial organisations.
The Internal Fraud Database is designed to capture and therefore prevent
future instances of internal fraud. Internal fraud for the purpose of the
database can be defined as, a member of staff who dishonestly makes
false representation, or wrongfully fails to disclose information, or abuses a
position of trust for personal gain, or causes loss to others.
Corporate and
Social Responsibility
Corporate social responsibility (CSR) is about making sure we run our
business in a responsible way. We’re committed to treating everyone we
deal with fairly and ethically from our customers and our colleagues to
our suppliers and business partners.
Employee Handbook 28 January 2016
We also need to look after our environmental responsibilities and
support the communities where we’re based. So, Santander’s CSR
programme is managed across five core areas: customers, colleagues,
communities, suppliers and the environment.
We want to provide the best possible service for our customers whilst
balancing this with growing our business and making our customers’
money work for them. The FCA initiative ‘Treating Customers Fairly’ is
core to this aim and our guiding principles cover areas like how we’ll
make our communications clear and create products that meet our
customers’ needs.
We respect and value the things that make you an individual and we’re
committed to creating a culture of inclusion and diversity at Santander.
We’ll make sure you have the right training to do your job well and we’ll
reward you based on your performance and your behaviours in doing
the right things in the right way; The Santander Way: Simple, Personal
and Fair.
We’re also keen to support colleagues who volunteer or fundraise for
charity and provide time off and company support to facilitate time in
the community.
Our reputation is very important to us and to help protect this,
we won’t knowingly do business with any other organisations that
don’t share our commitment to dealing with stakeholders fairly and
ethically. Our approach to procurement is based on the principles of
competitive tendering and dealing with suppliers in a fair and open
We’re committed to managing the impact our business has on the
environment and our Environmental Management System governs our
work in this area. We are focused on improving our energy efficiency,
managing our waste responsibly and reducing our carbon emissions.
Minimising business travel is an important part of our work and we
provide teleconferencing and video conferencing facilities to help
colleagues reduce the need to travel for meetings.
We’ll make sure your place of work is safe and clean and support your
wellbeing at work including helping you achieve a positive work life
balance and offering you flexible ways of working wherever we can.
We believe in investing in our local communities and prioritise our
support for society on Education, Employment and Enterprise. Our
flagship CSR programmes are helping people and businesses across
the UK, through Santander Universities, Santander Foundation and
Santander Breakthrough.
Playing your part – Community
We have a great Community programme that helps support you to get
involved in community activities:
n The
Santander Foundation Matched Donation Scheme matches the
amount raised by you and your colleagues for any UK registered
charity. The most one person can claim is £700 a year, and for a team
it’s £3,500.
n Our
Charity of the Year scheme sees colleagues vote for our national
partner charity every year and events take place across Santander to
raise funds for them.
n The
Matched Time Scheme lets you request up to five days a year
to undertake voluntary work with a charity or community group of
your choice. And our Community Days team challenges give you the
chance to spend a day helping a local cause.
You can get advice, support and ideas on fundraising activities from
the Santander Community team. And if you organise a community
event you can order free merchandise and get support to help generate
media coverage.
Payroll Giving is an easy way for you to give money to charity, and
getting the tax office to give some too. You choose how much you want
to give each month, and to which charities, and the amount is deducted
from your salary. The amount you donate is tax free so it is a so a pledge
to the charity of £5 a month will only cost you £4 a month if you are
a basic rate taxpayer or £3 if you’re a higher rate tax payer and the
Government then makes up the difference.
Further information on all these schemes can be found on the
Community Corner website on The Village intranet site.
Data Protection C
Data Protection and Confidentiality
n You
A key part of all our roles at Santander is keeping our customer and
company information secure and confidential and complying with the
requirements of the Data Protection Act.
n You
You can find our Data Protection Policy and additional information on
the Intranet, which explains what the law says we have to do and what
that means for you in your role at Santander. You can also find contact
details of who to speak to if you need any help or have any questions.
You also need to know, and follow the guidelines about confidentiality in
your role and your business area. Your managers will let you know what
these are, and if you’re not sure about anything always ask them for advice.
We also have a mandatory training module on Data Protection and
Information Security which you have to complete within 30 days of
joining Santander and then again annually to make sure your knowledge
stays up to date.
You must keep all the information you use for your work, like papers or
letters or electronic files secure at work and anywhere else you may need
to take this information. Our Clear Desk Policy explains how you need
to look after the information in your work area to keep it safe and secure
and it’s essential that you understand and follow this at all times.
If you need to take any confidential information away from your normal
place of work, you need to read and follow the Paperwork outside the
Office Guidelines to make sure that you keep it safe and secure.
Using Santander’s Information
n As
a valued Santander employee, you’ll be entrusted with a range of
information and data about our business and our customers, and there
are some very important rules about how you treat this information
that you need to follow at all times.
must not take customer or company information or equipment
with you if you leave the company.
must comply with company procedures and policies at all times.
n You
can also find more detail about your duty of confidentiality
to Santander in your Statement of Main Terms and Conditions
of Employment.
Any breaches of security regarding personal, customer or company data
will be treated very seriously, investigated thoroughly and, if necessary,
disciplinary action will be taken which could result in you losing your job.
Data relating to Police reprimands and
warnings, cautions and criminal convictions
Because of the regulated nature of our business and the importance
of protecting our customers’ interests at all times, we need to know
that prospective and current employees and colleagues are honest and
trustworthy and that their current or previous background does not
represent a risk for Santander. So, subject to the legislation regarding
spent cautions and convictions, we may need this type of information if
it has a bearing on your employment and the job that you do with us. A
Basic Disclosure Scotland (BDS) or a Disclosure and Barring Service, (DBS)
check (standard or enhanced) may be required either pre-employment or
if you move internally to another position.
You can find out more information about our requirements in the
Employment Checks Policy on wearesantander.co.uk > Supporting
you > A to Z of policies.
You must not copy, share or publish any material that is protected by
copyright unless you have the permission of the person who owns
the copyright.
n You
must only access customer information for work purposes. It is a
criminal offence to use or obtain customer information for your own
purposes or on behalf of someone else.
n You
must not give any confidential information, belonging to
Santander or any of our associated companies to anyone outside of
Santander, unless you need to as part of your job with Santander,
or you are required to do so by law e.g. to a court. This applies
throughout your employment with Santander and after your
employment with Santander has come to an end.
n You
must never use any confidential information, including customer
details, data or records for your own purposes.
n If
we ask you to, you must return [or destroy] any of our information at
any time.
n You
must not disclose confidential information, including personal
data about customers and other employees to anyone else unless you
are authorised to do so.
n For
a year after you leave Santander, you must not try to persuade any
customers you’ve worked with during your last year of working with
us, to take their business elsewhere.
n If
you’re trusted with confidential information about a third party
employer, you must not disclose any information which could
undermine the reputation or commercial position of either company.
Employee Handbook 28 January 2016
Looking after your data P
Like all companies, at Santander we need to hold personal information about you. We do this in a number of ways, including on our computer
systems, in telephone logs and in paper files. Whatever the information is that we hold, we make sure your data is processed in line with the Data
Protection Act and any Codes of Practice issued by the Information Commissioner. You have the right to see the personal data we hold that relates to
you and if this is incorrect for any reason you can let us know and we will make any appropriate changes.
The type of information we hold includes (but is not limited to) your home address, emergency contact details (in case you have an accident at work),
your bank account details and your National Insurance number so we can pay your salary and make the required payments to HMRC. If you chose to
provide it by recording your details on HR On-line we’ll also hold information about your gender, age, ethnic origin, religion, sexual orientation and any
disabilities you might have so we can monitor trends and promote equality and diversity within our workforce. Other examples include personal data
you provided to us when you applied to Santander and information about your performance during your career with us.
We also need to pass relevant data to other companies who provide us with business services linked to your employment with us, for example
administering our pension and benefit schemes. We may also need to give personal information about you to any organisation that requires
disclosure of this information for regulatory or legal purposes. We will only pass your personal information to other employees if they need this
information to be able to do their job, or to anyone else if they have the appropriate authority. We do not normally pass on sensitive personal data
such as your religion without seeking your permission.
If we need to share your personal data with any organisation outside the European Economic Area we won’t do this unless we’re satisfied that this
data will be processed as securely as if it were being processed by ourselves.
Should you leave Santander there is some specific personal information about you that we will keep on our records for a reasonable period in line
with legislative requirements.
Market Abuse And The Share
Dealing Code C
Market abuse is a type of financial crime where people attempt to
illegally manipulate a financial market, or use insider information.
Insider trading is one of the main types of market abuse and is
where someone who has access to insider information about the
market buys or sells shares to profit from this or avoid losses. For
example they could hear that a company is going to be issued
with a heavy regulatory fine or lose a key investor and sell their
shares before the share price is affected and the information is
officially released to the stock market. This is both unethical and
often illegal as whoever has bought those shares may not have
done so if they knew the same information and that the share
price would fall. At Santander market abuse can involve buying
or selling shares in Santander, Banco Santander or in any other
company if you have information about the company that isn’t
generally available to other people, and if it were made available,
might significantly affect the share price. It can also involve
publishing anything inaccurate or misleading about Santander,
Banco Santander or any other company. If you do this and it’s
deemed as being detrimental to the financial markets, you could
face a criminal charge against you as well as facing action under
our Disciplinary Policy which could lead to you losing your job
with Santander.
So if as part of your role with us you have access to insider
information, which is confidential or commercially sensitive
and which could, if made public significantly affect either the
preference share price of Santander or the share price of Banco
Santander, or of another company you must not give this to
anyone unless you’ve been authorised to do so. Everyone
employed by Santander and or any of our subsidiary companies,
must comply with the Santander Share Dealing Code and not
do anything that could infringe ‘market abuse’ laws. If you don’t
follow this code or you infringe market abuse rules, you may be
guilty of an offence and we may take action under our Disciplinary
Policy which could lead to you losing your job with Santander. The
FCA can also take action against you.
If you regularly receive insider information and are covered by the
Santander Share Dealing Code, you must also always contact
Secretariat before you buy or sell Santander preference shares or
Banco Santander Shares.
If you have any questions regarding market abuse, please talk
to Regulatory Compliance (if you work for Santander Global
Corporate Banking ) or Secretariat if you work in another part of
the business.
Anti Money Laundering and
Counter Terrorist Financing C
At Santander we take the prevention of financial crime, including anti
money laundering and counter terrorist financing which supports it, very
seriously. Financial Crime has a huge effect on our society and we are a
first line of defence against it and we have a social responsibility to stop
criminals using Santander to support their criminal activity. If we don’t
comply with UK law and anti-money laundering regulations, we could
also be stopped from doing business.
So it’s really important you know what you have to do and the support
you’ll get to help you do your job properly. Please read this section
carefully as it gives you an overview of what money laundering and
terrorist financing is and what we need you to do to defend against it.
Money laundering happens when criminals and terrorists try to hide
where they got their money from and who owns it by trying to make
it look like it is from a legitimate source when in fact it’s often gained
directly from crime.
Terrorist financing is, in principle, different from money laundering, even
though once money is in the financial system, they may try and launder
it in the same sort of way. The ultimate goal of terrorist financiers is to
obtain money and avoid detection so it can be used to commit acts of
terror. Financial support may come directly from legitimate sources of
income or charitable donations; however terrorist funding can also come
from criminal activity.
Money laundering can take place through buying and selling expensive
things like cars and jewellery, passing money through a web of legitimate
businesses, or using internal banking systems to hold and transfer money.
Often several of these methods are used together to make tracing where
the money came from even more difficult. Money launderers often start
by putting money into the banking system, using current, savings or
deposit accounts and other products. Money laundering can take place
across international borders, but there are national and international laws
in place to help to prevent it.
n Keep
accurate records so we can help the authorities investigate
money laundering/terrorist financing.
n Have
a Group Money Laundering Reporting Officer who’s responsible
for overseeing Santander’s anti money laundering/counter terrorist
financing activities. Our customer facing divisions and some
non-customer facing divisions also have Money Laundering Reporting
Officers responsible for activities within their own areas. Your manager
can let you know who your officers are, or you can find out by looking
at our Anti Money Laundering page on the Santander UK intranet site.
What you have to do
You need to make getting our anti-money laundering procedures right
an integral part of your job at Santander. If you look after our customers
you need to know who they are and the way they use their accounts and
the better you know this, the more chance there is of spotting money
laundering activities. We’re not saying all our customers are potential
criminals, but equally, financial crime is on the increase and we are a
crucial weapon in the fight against it.
The law also makes it clear that employees, as well as companies, can be
personally responsible if money laundering occurs – this is the Proceeds
of Crime Act 2002.
So, it’s important that you read and follow Santander’s Anti Money
Laundering Policy. You’ll find a whole site dedicated to anti money
laundering information and news, on our Anti Money Laundering page
on the Santander UK intranet site.
We also give training in anti money laundering procedures. What this
includes depends on the job you do – your manager will let you know
what’s appropriate for you but everyone must to the mandatory training
available on our Learning Management System (LMS) within 30 days of
starting with us and then once a year to ensure that you’re up to date.
What Santander has to do
To play our part in spotting and preventing this crime, there are a number
of things we have to do as a business:
If you don’t follow our Anti-Money Laundering requirements, we may
take action under our Disciplinary policy and this could result in losing
your job with Santander. If you ignore the requirements of anti money
laundering law, you may also be committing a criminal offence and this
could mean a fine, imprisonment or both.
n Put
the right systems and controls in place to prevent money
laundering/terrorist financing in all parts of Santander, including
those outside the UK.
n Have
sound processes for making sure we can prove our customers
are who they say they are and that we really ‘know our customers’ and
the business they carry out with us.
n Train
our people in anti money laundering/counter terrorist
financing responsibilities, including how to recognise and deal
with suspicious activities.
If Santander doesn’t follow the requirements, the Regulators could
fine us or stop us doing business – and our reputation would be badly
damaged. So we have to make sure we all do things the correct way.
If you have any questions or are unsure about anything, speak to your
manager who can deal with your concerns and provide any extra training
and support you may need.
n Have
the right procedures in place so if people know or have
suspicions about potential money laundering/terrorist financing, they
can tell us about them.
Employee Handbook 28 January 2016
Thank you for taking the time to read this Employee Handbook, which is agreed in
full with our recognised Trade Unions.
We hope you find this Handbook a useful reference point throughout your career with Santander.
Please remember that we update this Handbook from time to time in conjunction with our recognised
Trade Unions to make sure it is up to date and relevant, so do make sure you refer to the latest version
on wearesantander.co.uk. If you have any questions about the Handbook content, please talk to your
line manager.
Together we can make Santander the best bank for our people, customers, shareholders
and communities, and we look forward to working with you to achieve this.
PT3019 JAN 16 H
Santander UK plc. Registered Office: 2 Triton Square, Regent’s Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England. www.santander.co.uk. Telephone 0870 607 6000. Calls
may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number
is 106054. Santander UK plc is also licensed by the Financial Supervision Commission of the Isle of Man for its branch in the Isle of Man. Deposits held with the Isle of Man branch are covered by the Isle of Man
Depositors’ Compensation Scheme as set out in the Isle of Man Depositors’ Compensation Scheme Regulations 2010. In the Isle of Man, Santander UK plc’s principal place of business is at 19/21 Prospect Hill, Douglas,
Isle of Man, IM1 1ET. Santander and the flame logo are registered trademarks.
You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.
Employee Handbook 1 July 2015