legal information

important information about your use of this website

Introduction

These conditions govern the use of this website. Where you are a customer they should be read in conjunction with cahoot general and product specific terms and conditions and cahoot CHAPS and International payments terms and conditions . Where there is a conflict between any product specific terms and conditions and these, the product specific terms will apply to the extent of that conflict. Please read all terms and conditions carefully.

Eligible visitors

Although others may be able to access this website, the materials on this website are directed solely at and are for use solely by those resident in the United Kingdom. The products and services featured on this website are not available to any person or organisation resident or incorporated outside the United Kingdom.

Company and regulatory information

cahoot is a division of Santander UK plc. Santander UK plc is registered in England, registered number 2294747. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN.

Santander UK plc is authorised and regulated by The Financial Services Authority.FSA registration number 106054 (www.fsa.gov.uk/pages/register).

Important information about compensation arrangements

We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. Most depositors - including most individuals and small businesses - are covered by the scheme. In respect of deposits, an eligible depositor is entitled to claim up to £50,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £50,000 each (making a total of £100,000). The £50,000 limit relates to the combined amount in all the eligible depositor’s accounts with the bank, including their share of any joint account and not to each separate account. For further information about the scheme (including the amounts covered and eligibility to claim) please ask at your local Santander branch, refer to the FSCS website www.fscs.org.uk or call the FSCS helpline on 020 7892 7300 or 0800 678 1100. Santander UK plc and cahoot
Santander UK plc is an authorised deposit taker and accepts deposits under the Santander and cahoot trading names. In the unlikely event of a claim, the maximum compensation levels above would apply to the combined total of all deposits held with Santander UK plc (including cahoot).

Copyright and trade marks

This website and the copyright in the materials on this website (including all text, information, graphics, animation and images) is owned by or licensed to cahoot.

cahoot and any other names, images and logos identifying cahoot and its products and services are proprietary trade marks of the Santander Group. The names and logos of other companies and products mentioned on this website may be the trade marks of third parties, including our business partners and are used by us with the permission of their respective owner(s).

You may view, print, download or store temporarily extracts from this website (including any trade marks) without alteration, addition or deletion for the purposes only of your own personal reference or for applying for or receiving products or services from cahoot. No other use of the information or materials on this website is permitted without prior written permission from cahoot. Neither this website nor any part of it (including the trade marks) may be otherwise copied, reproduced, distributed or transmitted in any media (including without limitation via any other website) without such permission. All rights reserved.

Availability and suitability of products and services

Whilst cahoot updates the website regularly, cahoot does not warrant that the information included in the website is current or that any of the products or services featured on the website are available either in the form advertised or at all. The materials appearing on this website are subject to change at any time without notice.

The advertisement of any product on the website, and any statements made about any particular product(s) are indications only of the products offered by cahoot and/or its business partners and do not constitute a warranty by cahoot that any such product or service is suitable for you. It is your responsibility to ensure that any product or service for which you apply is suitable for your specific needs. Although cahoot may recommend certain of its business partners' products or services to you, the relevant business partner is ultimately responsible for such products or services and cahoot does not warrant, and is not responsible for, the quality or availability of any such product or service.

cahoot's liability

cahoot does not exclude or restrict, and nothing in these conditions should be read or construed as excluding or restricting, any duty or liability under the Financial Services and Markets Act 2000 (or any replacement legislation) or the rules and regulations for the conduct of business thereunder.

The terms and conditions under which any product or service is provided to you will govern our relationship with respect to that product or service. However, in relation to your access to, and use of, this website and its contents, cahoot disclaims all warranties, express or implied including but not limited to any express or implied warranties as to satisfactory quality, availability, fitness for purpose or as to the accuracy or completeness of the information contained in any of the materials on the website.

Except as required by law and as stated above, cahoot shall not be liable for any losses or damages whatsoever, whether in contract, tort (including negligence) or otherwise arising from this website, or from any interruption or delay in access to the website for whatever reason.

Third party websites and products

This website contains materials produced by third parties and cahoot accepts no responsibility or liability in respect of any such third party materials. This website contains links to other websites and cahoot does not endorse or otherwise accept responsibility or liability for the operation or content of other websites which are linked to this website (or referred to in or linked to such websites) which are not under its direct control. No third party is permitted to link any other website to this website without obtaining the prior written consent of cahoot.

Complaints policy

At cahoot we aim to satisfy our customers at all times. We have a complaints handling procedure in place to ensure that you receive a quick and fair response to any complaints you may have about our service.

At each stage of the complaints procedure the details of your case will be reviewed and fully investigated. You will be kept informed of what is happening and we will do everything we can to help you. In the first instance your comments should be referred to our contact centre via contact us or by telephoning 0844 9000 900*. You can also write to us at the following address:

cahoot
3^rd Floor Friars House
Manor House Drive
Coventry
CV1 2TE

It is our policy wherever possible to resolve all complaints within 24 hours (Monday – Friday 9.00am – 5.00pm). Alternatively you will receive an acknowledgement and a full reply promptly. If this is not possible, we will keep you informed on the progress of your complaint.

We expect the majority of complaints will be quickly and satisfactorily resolved by the contact centre. If however your complaint is one of the few that cannot be resolved at this level, you may wish to address your concerns to the Santander Complaints team. They can be contacted;

By post:
Complaints
Santander UK
PO Box 5129
Milton Keynes
MK9 2YN

By phone: 0845 600 6014 * or by e-mail: complaints@santander.co.uk

We promise to send our final response within eight weeks of your original complaint to us, or write to you explaining why we haven't completed our investigations and when we will have done so.

Please be advised that the Santander Complaints Team will only consider your complaint if the issue you have raised has been fully investigated and reviewed by cahoot. If you choose to pursue this route please quote the name of the cahoot member of staff who was dealing with your complaint so that the relevant paperwork can be quickly obtained.The Santander Complaints Team will then independently review the details of your case and carry out its own investigation.

If you are still dissatisfied with the response from the Santander Complaints Team you can write to the Financial Ombudsman Service at the address below. The Ombudsman will only consider your complaint after we have provided you with written confirmation that our internal complaints procedure has been exhausted or if we have not responded fully to your complaint within eight weeks of receiving it. If you choose to refer your complaint you will need to write to the Ombudsman, within 6 months of the date of our final response letter.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
E-mail: complaint.info@financial-ombudsman.org.uk
Website:www.financial-ombudsman.org.uk

Using your own Solicitor or third party complaint-handling firm

Employing a third party complaint-handling firm, or a solicitor or Financial Adviser does not affect how we review your complaint. However, please be aware that:

cahoot/Santander do not charge you to investigate your complaint.
cahoot/Santander will not be liable for any costs incurred if you decide to employ a third party to handle your complaint during this review.
cahoot/Santander, in general, will only make payment directly to the customer(s) if your complaint is upheld and redress is due.

Complaint volumes

As part of our ongoing commitment to keeping our customers informed, Santander now publishes the number of complaints it has reported to the Financial Services Authority. This information relates to Santander UK plc, including cahoot, and can be viewed by clicking on the link above.

*Calls may be recorded or monitored. Calls to an 0844 number could cost up to 10 pence plus up to 6 pence per minute depending on your BT call plan. Mobile and other providers’ charges may vary

cahoot is a division of 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 and regulated by the Financial Services Authority except in respect of its consumer credit products for which Santander UK plc is licensed and regulated by the Office of Fair Trading. FSA registration number 106054. (www.fsa.gov.uk/pages/register)

Santander UK plc advises on mortgages, a limited range of life assurance, pension and collective investment scheme products and acts as an insurance intermediary for general insurance.

Entire Agreement

To the extent that you are not a customer and no product-specific terms and conditions also apply, these conditions contain the entire agreement between you and us relating to your use of our website.

Applicable law

This website (including these conditions) shall be governed by English law and the English courts shall have exclusive jurisdiction over any disputes arising from this website.