Santander serves 14 million UK customers as a retail and commercial bank. Despite a mixed history, including issues with call centre service, mis-selling PPI, and anti-money laundering control failures between 2012 and 2017, Santander continues to thrive by focusing on innovation, digitalisation, and sustainable, responsible growth.

• Think Customer: We put our customers at the heart of everything we do. We all take individual accountability for creating a customer-centric culture, as being one step ahead of their needs will help to retain their loyalty, create memorable customer experiences and build stronger relationships.
• Embrace Change: We truly believe that to create a sustainable and responsible business, and an environment where everyone can thrive, we need to continue to adapt and adopt a growth mindset in a new hybrid environment. We seek out new challenges, embrace new ways of working and continue our focus on wellbeing, ensuring that everyone can truly achieve work life balance and feel fulfilled.
• Act Now: To move at pace as One Santander, we know we have to simplify what we do and how we do it. Learning from the experience of the last two years and taking the good behaviours that we adopted – our agility, resilience, strength, and our respect for one another – and leveraging those traits to make change happen and deliver for our customers.
• Move Together: Success and sustainable growth depend on our collective efforts and sustained individual commitment. Only by working as a team, as One Santander, will we be able to leverage the capabilities of diverse teams and drive innovation to meet new challenges.
• Speak Up: At Santander, we want everyone to feel they can freely express opinions, problems or concerns. We are committed to creating an environment of respect, where everyone has the confidence to be heard. We welcome new ideas, as this drives innovation and helps us better respond to the needs of our customers.