Services and Accounts

What accounts are available?

Santander Sharedealing offers a Share Organiser or Certificate Trader account that enable a wide range of investment options, from Self Select ISAs and low commission online through to specific services for certificated sales. Detailed information about these accounts can be found via our Products page.

Who can open an account?

To open an account you must be a UK resident, over 18 years of age, with a UK bank account - although this does not have to be with Santander. We are unable to open an account for a US person as prescribed under US tax law. For further details please see our Terms and Conditions.

If you’re looking to open an ISA please see our Terms and Conditions in the Literature section to check you are eligible.

Can I open a joint account?

Yes, you can open an account in joint names, where all investments will be registered in both names. Just complete the second applicant details on the application form. An ISA cannot be opened in joint names.

How do I open an account?

All our accounts are opened by completing an application form. This can be done either by completing, printing and returning the application form found in the Apply for an Account section, or you can call us on 0800 389 2324 and ask us to send you an application pack. Alternatively, if you are opening a Share Organiser account or Self Select Stocks and Shares ISA you can apply for the account online by clicking on the ‘Online Application form’ in the ‘Apply for an Account’ section.

How do I sell Banco Santander shares?

If you wish to sell your Banco Santander shares that are held with the share registrars Equiniti, just call us on 0800 169 2001 and we can explain our sales procedure to you.

How can I transfer shareholdings to you?

Certificates

To transfer a valid share certificate into your Share Organiser account you need to send us the following:

  • A valid share certificate
  • A completed and signed CREST Transfer Form
  • A signed letter requesting that the share certificate is to be transferred into your nominee account.

A CREST transfer form can be downloaded from our Forms section for completing and signing. Alternatively the form is editable allowing you to type in your details and then print the form.

Please send all correspondence to the following address:

Santander Sharedealing
Kingfisher House
Radford Way
Billericay
Essex
CM12 0GZ

Nominee

If you hold shares with another stockbroker, and the shares are held electronically, they can be transferred into your Share Organiser account held with us. Please arrange to complete, print and sign the Nominee Transfer form which you can find in our Forms section.

Once we have received your completed and signed form, we will then contact your existing provider to arrange the transfer for you.

Please note we are only able to accept overseas shares held electronically with a UK broker.

Please send all correspondence to the following address:

Santander Sharedealing
Kingfisher House
Radford Way
Billericay
Essex
CM12 0GZ

Self Select ISA

You can transfer in an ISA held elsewhere by completing, printing and returning the application form found on the Apply for an Account section. Alternatively, you can call us on 0800 389 2324 and ask us to send you an application form.

Banco Santander shares

If you wish to transfer your Banco Santander shares into your Share Organiser account

You will need to contact the share registrars Equiniti to request a transfer form. Their telephone number is 0871 384 2000.

Alternatively, you can contact us on 0800 389 2324 and we can arrange for the appropriate form to be sent to you.

What about overseas stock?

We can buy or sell stocks and shares that are listed, or dealt, in the following exchanges:

UK and Ireland:
The London Stock Exchange – (LSE)
Alternative Investment Exchange – (AIM)
Irish Stock Exchange

US:
New York Stock Exchange
The NASDAQ Exchange

Canadian:
TSX Exchange
TSX Ventures Exchange

Major European Markets:
Belgium – Brussels Euronext Exchange
Finland – OMX Nasdaq Exchange
France – Paris Euronext Exchange
Germany – Frankfurt Xetra
Netherlands – Amsterdam Euronext
Norway – Oslo Exchange
Portugal – Lisbon Euronext
Spain – Madrid
Sweden – Stockholm
Switzerland – Zurich Virt-x

If you open a Share Organiser account, you can buy and sell a wide range of overseas securities via our manual dealing team. We are unable to trade in any overseas stocks in certificated format, or within our ISAs.

If you’re looking to buy or sell US stocks or hold them in your nominee account you must complete a W-8BEN form. Please contact us on 0800 389 2425 and we will send a form to you.

Trading in overseas stock may incur additional charges. Please see our Scale of Charges in our Literature section for more information.

What is an execution-only broker?

An execution-only broker is a broker who buys and sells shares on the instructions of a client. This allows investors to make their own decisions. An execution-only broker will not give any advice.

Buying and Selling

How much is the commission fee to trade?

It will depend on a number of factors including whether you want to trade online or over the telephone, the investment type you wish to trade, and whether your shares are held electronically or you hold the physical share certificates.

Please see our Scale of Charges in the Literature section for full details.

What can I buy and sell?

If we hold your shares electronically on your behalf, you can buy and sell the following types of investment:

  • Shares in companies (equities)
  • Fixed interest securities issued by government or other bodies
  • Debenture stock and other loan stock
  • Warrants (for equities) and Covered Warrants
  • Permanent Interest Bearing Shares (PIBS)
  • Convertible securities
  • Exchange Traded Funds (ETFs)
  • Exchange Traded Commodities (ETCs)
  • Investment Trusts excluding Venture Capital Trusts (VCTs) or Real Estate Investment Trusts (REITs)

Please note that not all investments are tradable online or eligible for ISAs - please contact us on 0800 389 2425 for more details.

If you wish to trade certificated shares the range of investments is slightly more limited and can only be traded via the telephone.

How do I pay for my purchases?

We can accept payments from a direct debit set up on your account, by a payment using a Debit Card over the telephone, or you can send us a personal cheque from a UK financial institution. Cheques should be made payable to Pershing Securities Limited.

Depending on the dealing limit assigned to your account, you may be required to pay for the purchase before your chosen stock can be purchased. 

What happens when I sell my shares?

It depends on whether you are holding your shares electronically, or if you hold a share certificate:

Electronic (Nominee) holdings:

If you are selling an electronic holding it typically takes five working days for the trade to settle once the sale has taken place. Upon settlement the funds will be credited to your Santander Sharedealing Account. When you open your account you can choose either to have the funds retained in your Santander Sharedealing account, or request for the funds to be sent to your bank account or sent to you directly by cheque. If we send the funds to a designated bank account, they will be sent by the BACS system, which takes approximately three working days after settlement for the funds to be credited.

Certificates:

If you sell a share certificate, it takes 10 working days for the trade to settle once the sale has taken place. We need to receive the valid share certificate and the signed CREST Transfer Form at least three working days before the advised settlement date.  Providing the trade has settled on time, we can then arrange for your funds to be sent to you. Again, we can send this either by BACS or by cheque.

What is a Contract Note?

A contract note is a receipt for your trade and will display all the details for the trade that has taken place. We will automatically send you a contract note by post after every trade that you make (regardless of whether the trade is placed over the telephone or online). Customers that have an online Sharedealing account can download Contract notes via the Your Statement page by logging into their secure online account.

If after checking your contract note you discover something is wrong, please call us immediately on 0800 389 2425.

How do I find out if you’ve received my certificate?

All you need to do is contact us on 0800 389 2425 a few days after you’ve posted the certificate to us, and we will be able to look at your account and check to see if we have received it.

How do I know if my certificate is valid?

Each company has a Registrar to look after their shareholder register. The share Registrars keep track of valid and invalid share certificates, and the best way to check the validity of your share certificate is to telephone them. The Registrar’s contact details should be on your share certificate or any paperwork you’ve received from them. 

What do I do if I lose a certificate?

You need to have a valid certificate in your possession before you can sell your shares.  If you have lost the certificate you will need to contact the Registrar of the company whose certificate you’ve lost. They will then explain exactly what you will need to do.

How do I sell joint share certificates on my account?

You can only sell shares in your name through your account. If you hold shares jointly with someone else, you will need to open a separate joint account to sell those shares.

What is stamp duty?

Stamp duty is a tax which is charged on the purchase of UK or Irish shares. Please see our Scale of Charges within the Literature section for the current rate.

What is the PTM Levy?

There is a £1 charge for all trades over £10,000. This is payable to the Panel of Takeover and Mergers (the PTM Levy).

Managing your Account

How can I pay money into my account?

You can add funds to your account either by cheque or debit card from funds held in a UK financial institution. You can send a cheque to:

Santander Sharedealing,
Kingfisher House
Radford Way
Billericay
Essex
CM12 0GZ

You must make sure you tell us your account reference – This will enable us to ensure your sharedealing account is credited with your funds.  Please make your cheque payable to ‘Pershing Securities Limited’.

Alternatively, if you would prefer to use your debit card you can telephone us on 0800 389 2425.

How do I withdraw money from my account?

You can contact us on 0800 389 2425, and once we have security checked you we will get your payment underway as soon as possible.

How do I arrange for someone else to deal on my account?

Just fill in the Authority to Deal form that can be downloaded from the Forms section. Alternatively the form is editable allowing you to type in your details and then print the form.

Once registered, an Authority to Deal (ATD) will be able to place trades on your account, and accept Corporate Actions on your behalf. An ATD will also be able to request account information; however, they will not be able to make or request a payment to or from this account.

What happens when one of my stocks is subject to a Corporate Action?

If you have a physical share certificate, the Registrar will contact you directly.

If we hold your stock electronically, we will contact you every time there is an event on a stock you hold, and will give you all the information you’ll need.

On many events you will be required to make a decision, and we will provide you with the options and the deadline set by the company.

Sometimes the Registrar of the company does not give much time to respond, so it is important that you get your instructions back to us as quickly as possible. We can also accept your Corporate Action instruction over the telephone.

How can I pay my ISA annual management fee?

You can pay by using any of the following methods:

  • Use funds that are already in your ISA
  • Send us a cheque
  • Make a debit card payment over the telephone
  • Set up a direct debit - by downloading and completing the form which can be found in our Forms section alternatively the form is now editable allowing you to type in your details and then print the form.

We will send you a reminder every year, with a letter explaining what you need to do.

How do I transfer shares into my ISA?

Shares cannot be directly transferred into an ISA, but they can be sold and bought back into the ISA (also known as ‘Sale and Reinvestment’). Please contact us on 0800 389 2425.

What about my dividends?

If you hold a physical share certificate, the Registrar will pay your dividend in the way you have previously agreed with them.

If your shares are held electronically, we will credit your Sharedealing account as soon as we have received the money from the Registrars.

How can I find out the value of my shares?

You can find a 15 minute delayed share price on all stocks, including those you do not own, by looking at the Market News and Data section of our website.

You can also find closing prices in most daily newspapers. If you would like to know a ‘live’ share price you can call us on 0800 389 2425.

Contacting us

When are you open?

We are open five days a week:

Monday to Friday 07.45 – 21.00

The UK stock market is open Monday to Friday 08.00 – 16.30, and this is when you can actually buy and sell shares listed on the London Stock Exchange.

The Santander Sales line is open Monday to Friday 08.00 - 16.30

The US stock markets are usually open between 14.30 and 21.00, although this can vary depending on their National holidays, and time difference when the UK clocks change.

How do I contact you?

Customers who have an online Sharedealing account may contact us using the Secure Messaging service found in ‘Messaging’ by logging into their secure online account.

By email:   

sharedealing@santander.co.uk

Phone: (between 07.45 and 21.00 GMT – Monday to Friday, excluding Bank Holidays)

From the UK:

For Customer Services: 0800 389 2324 (option 1)
To place trades:  0800 389 2425 (The UK stock market is open Monday to Friday 08.00 - 16.30, and this is when you can actually buy and sell shares listed on the London Stock Exchange)

Santander Sales service:  0800 169 2001 (Santander Sales line is open Monday to Friday 08.00 - 16.30)

From outside the UK: (between 07.45 and 21.00 GMT – Monday to Friday, excluding Bank Holidays)

Customer Services: +44 1277 315152

To place trades: +44 1277 315151

Santander Sales Service:  +44 1277 315154

Calls to these numbers will be charged at your standard network rate.

Write to us:

For general queries or complaints, write to us at:

Santander Sharedealing
Kingfisher House
Radford Way
Billericay
Essex
CM12 0GZ

What do I do if I want to complain?

If you’re not satisfied with our service, we will do whatever we can to put things right. In the first instance please give us a call on 0800 389 2425 or 0330 123 0375 (mobile), and more often than not we should be able to sort things out whilst you are on the telephone. Customers who have an online Sharedealing account may contact us using the Secure Messaging service found in Messaging by logging into their secure online account.

Alternatively, please see our Complaints Procedure for further information in our Literature section.

How do I change my personal details?

If you wish to change your address you can download, complete and sign the Change of Address form which can be found in the Forms section. Alternatively the form is editable allowing you to type in your details and then sign and print the form before sending to us.

Customers who have an online Sharedealing account may change their telephone numbers and email addresses by clicking on the ‘Change your Details’ page by logging into their secure online account.

Alternatively, please contact us on 0800 389 2425 – in some cases we may ask you to write in to change your details.

General Info

What is the Financial Services Compensation Scheme?

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the Scheme if we cannot meet our obligations. The compensation scheme would only pay compensation for financial loss if we, as an authorised firm, went into default. This depends on the type of business, and the circumstances of the claim.

The maximum level of compensation you can receive from the Scheme for a claim against an investment firm is £50,000.

You can get more details from us, or directly from the Financial Services Compensation Scheme online at:

www.fscs.org.uk

Or by contacting them at:

Financial Services Compensation Scheme
7th Floor
Lloyds Chambers
Portsoken Street
London
E1 8BN

020 7892 7000

What is the FCA?

The Financial Conduct Authority (http://www.fca.org.uk/) regulates the financial services industry in the UK. It aims to protect consumers, and promote healthy competetition between financial service providers.

The FCA has rule-making, investigative and enforcement powers that it uses to protect and regulate the financial services industry. It is fair and principled in its approach to regulation.

When does the tax year start?

A tax year in the UK begins on 6 April each year, and runs through to 5 April in the following year.

Can you give me tax advice?

Unfortunately we are unable to give any advice on tax matters, and recommend that you seek independent tax advice if you are unsure about anything

Rates and charges

Please see our Scale of Charges for all charges that may apply to your account, and for all trades that you may place.

Communications

When will I get my statements?

Share organiser accounts:

Cash statements – Quarterly
Safe Custody Statements – Annually
Consolidated Tax Vouchers – Annually

ISA accounts:

ISA Valuations and Cash statements – Bi-annually
Safe Custody statement – Annually

Certificate accounts:

Cash statement – Quarterly

Customers with an online Sharedealing account can download and print their statements as and when they require using the ‘Your Statement’ page by logging into their secure online account.

Using this site

How do I activate my account?

You will need to activate your account by selecting the Activate Now button at the top of the home page; a secure window will open.

You will be prompted to enter a few personal details in order to identify you. Once all the required information has been entered, you will be asked to set an online account Password. An Online Access PIN will then be generated, which you will require to log in to your account.  Please be sure to memorise it as you will need it for future use of the site.

Please note that your password must be between 8 and 16 characters, contain both lower and upper case letters, a number and a symbol.

If you have problems activating your account, please contact us on 0800 389 2425.

How do I log in?

To access the secure trading area, select the ‘Account Login’ button at the top of the Home Page, and a secure window will open.

Log in by entering your Sharedealing Account number, your online password and three random characters from your online access PIN. If successful, a summary of your accounts will be displayed online. If you have not yet chosen your Password or been given an Online Access PIN you will need to activate your account online. Please see How do I activate my account? within the FAQs.

If you have problems accessing your account, please contact us on 0800 389 2425.

How do I trade online?

Once logged in, go to the Dealing page. Within the dealing area, the fields that you will need to complete for a quote are:

  • Search for a stock by entering Company Name or EPIC and select your chosen stock by clicking on the EPIC button
  • Choose Buy or Sell

You will be given 15 minute delayed price information, and the screen will show your current holding in the selected stock

  • If you want to continue enter the quantity of shares or the value of the trade
  • Click submit and you will see a live quote page... This page will show all the charges associated with the trade.
  • Check the details are correct, and if you want to accept the live price, just click Confirm within the 15 second countdown

The screen will then display a Deal Confirmation page, and you will be sent your formal contract note in the post, confirming the trade details. The trade will also update in your portfolio page.

If you experience any problems please call our customer service team on 0800 389 2425.

What do I do if I can’t trade online?

If a trade can’t be conducted online for any reason, a message will be displayed to confirm why, and for UK Equities, Bonds and Gilts you will be given the option to Submit to Dealer online. This allows you to send us your order either at best, or with a limit price which will be "good for the day" and we will attempt to trade this stock for you. For all other stocks, you may need to call us on 0800 389 2425 and talk to a dealer directly. Please note that if you call us to place an order with our dealer then you will be charged telephone commission.

How do I search for stocks and shares?

There are multiple ways to find stocks on the site. If you want to see comprehensive stock information and delayed prices, you can access the information from the Market News and Data section. Select Shares, enter part of the company name or EPIC and select Go, and you’ll be taken to a list of possibilities from which you can select the correct stock.

Alternatively you could use the quick quotes section. Just enter either the Company name or EPIC and press Quote. This will also take you into the Market News and Data section for a particular stock.

If you are already logged into the secure area of the site, you can either search for your stock on the Dealing page or Research pages.

Live prices are only available from the Dealing page just prior to accepting a trade.

What do I do if I can’t remember my password?

You will have a telephone password and an online password, we would recommend that these be different.

To reset your telephone password, please contact us on 0800 389 2425 and we will send you the relevant form to change your password.

To reset your online password, select Forgotten password on the Login page, where you will be required to answer some security questions and will then be asked to set a new password.

If you have forgotten your online PIN, select Forgotton PIN on the Login page where you will be required to answer some security questions and we will generate a new PIN.

If you have forgotten both your online password and your PIN, please contact us on 0800 389 2425 where we will be happy to help you.

How do I view my cash and stock position?

Simply log in to the account and visit either ‘Your Statement’ and/or ‘Your Portfolio’ respectively.

What is market size, and why isn’t the online size always the same?

Every stock that is traded on the LSE has an associated Normal Market Size (NMS). This is the maximum number of shares at which the counterparty to your trade will guarantee to offer the price they are currently quoting although they may agree to deal in a larger amount.

Sometimes the number of shares you wish to trade is not always possible via the electronic links that these counterparties offer. The amount of shares tradable electronically is set by the individual Market Makers and therefore your trade may sometimes be rejected for this reason, particularly at times of high volatility.

If this happens, a message will be displayed online 'Please be aware that the Estimated Market Size for this stock is X, therefore there is a possibility that if your order quantity exceeds this, it may prevent you getting an electronic quote. The size of your order may affect the price you can deal at'. You will be given the option to continue with your order, which will be routed to one of our dealers, or cancel the order and start again.

Alternatively, if you would like further information regarding this you can call our dealers on 0800 389 2425.

How do I print?

To print your account portfolio, your statement or your deal confirmation, please select the print button in the top right hand corner of these screens. Alternatively you can print by selecting the print icon in your internet browser. Please note that you must print the deal confirmation at the time of the trade as it cannot be replicated afterwards.

How do I get company and market information?

Simply visit our Market News and Data section, where you can find a comprehensive range of information. Alternatively, clients can click on the ‘info’ button next to the stock held in their portfolio. A new window will open with market news and data on that particular stock.

How can I find out when I’ll get my dividends?

You can find when dividends are due for most companies by visiting our Market News and Data section, choosing the relevant company, and then clicking on Financials followed by Key Dates.

The last two dividends are also shown on the right hand column. A company normally pays dividends at the same time each year.

Do I have the right technology to use the website?

The site is optimised for use on a PC using Windows software and Internet Explorer.

To use the site successfully you must ensure that 128-bit encryption, cookies and JavaScript are enabled.

The site can be used on other operating systems and browsers, although it is best viewed as detailed above.

Please visit the Accessibility and Site Help page for more information, including how to ensure your settings are correct.

Where can I find information on how to use this site?

We have tried to make the site as intuitive as possible, and we have answered the most commonly asked questions in the FAQ section.

We recognise that people use the Internet in a variety of different ways. If you are having difficulties please call us on 0800 389 2324 and we will be more than happy to help you.

What have you done to make the site accessible?

We have tried to accommodate best practice when making this site as accessible as possible and you can read about some of the steps we have taken on the Accessibility and Site Help page.

How secure is this site?

Our site is protected by the highest commercially available security encryption, 128-Bit Secure Socket Layers (SSL).

Please see the Security and Privacy section for important security information and tips on how to keep your access codes and passwords secure and secret.

 

 

 

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