You make us who we are · 07 Why are they important? We need you to: n Read the behaviours and their descriptions regularly , n Think about where your strengths lie, and where you

Employee Handbook 28 January 2016

Employee Handbook A guide to your terms and conditions of employment, rewards, benefits and policies at Santander.

You make us who we are

Employee Handbook 1 July 201502

Contents

Getting the most from your Employee Handbook 04

Part One: Welcoming, Supporting, Developing and Rewarding you

Welcoming YouThe Santander behaviours 06

Santander and our UK Businesses The Santander Way, Simple, Personal, Fair 08

The Santander Compass 09

Introducing our Recognised Unions 10

Communication at Santander (UK) 12

Valuing Diversity 13

HR On-line 14

Your terms and conditions at Santander UK explained 15

Probation Periods 17

Developing YouPerformance Excellence 18

Learning at Santander UK 18

Mandatory Training 18

Career Choices 19

Job Opportunities at Santander UK 19

Rewarding YouReward bands 20

Job families 20

Salary ranges 20

Pay areas 20

Your reward package 21

Your reward statement 21

You choose… your benefits 21

Santander products 21

Essential business user car scheme 21

Retirement and pensions 21

Supporting You

Our People Policies

An overview 22

Looking the part – dressing for work 22

Balancing work and home life 22

Holidays 23

Being absent from work 24

Becoming a parent 26

Claiming business expenses on HR On-line 27

Raising concerns 28

Discipline 28

Employment references 28

Your Health, Safety and WellbeingOur Health and safety management system 29

Managing safety 29

Your responsibilities 30

Reporting concerns 30

Accidents 30

Fire safety 30

Emergency arrangements 30

First aiders 30

Positive about mental health 31

Drug and Alcohol Policy 32

Smoking Policy 32

Employee Assistance Programme 32


03

Part Two: Protecting You, Our Customers, and Santander 33

Professional Standards at Santander UK 33

Whistleblowing 33

Business integrity 33

Our ethical code of conduct 33

Conflicts of interest 34

Other employment and outside interests 34

Intellectual Property 34

Viewing and transacting on accounts 34

Personal Relationships 35

Business security 36

Using Santander equipment 36

IT equipment and systems 36

Mobile phones and Blackberrys 37

Contact with the media 37

Using personal devices at work 37

Working with suppliers 38

Meeting the needs of our regulators 38

I am Risk 39

Bribery and Corruption 40

Fraud and CIFAS 41

Corporate Social Responsibility 42

Data Protection 44

Market Abuse and the Share Dealing Code 45

Anti-money laundering and counter terrorist financing 46

In Closing 47

04 Employee Handbook 28 January 2016

Getting the most from your Employee Handbook

Some sections of the Handbook are part of your contractual terms and conditions of employment and these are indicated by this symbol.

Some sections are an overview of our people or business policies 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.

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.

C P

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.

Welcoming, Developing, Supporting

and Rewarding You

Part One:

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

PART ONE

05


The Santander behaviours

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.

07

Why are they important?

We need you to:

n Read the behaviours and their descriptions regularly ,

n Think about where your strengths lie, and where you need to focus

n Use your one-to-one sessions with your manager to discuss your own behaviours

n Agree clear and practical steps you can take to work on your development areas

n Be 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.

Santander Behaviours

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.

KeepPromises

KeepPromisesPromises

KeepPromises

Keep

I make decisions and keep promises

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I talk straight and think about

the impact of my words

CORP0050 AUG 15H

I always show respect,little things

including through the

CORP0053 AUG 15H

ShowRespect

GIVE

SUPPO

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I give support to colleagues by taking a genuine interest in them and appreciating their contribution

CORP0052 AUG 15H

Welcoming You

PART ONE


The Santander WayOur purpose is to help people and businesses prosper.

Santander and our UK Businesses

Grupo Santander and Santander UKBanco 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.

Simple Personal FairOur 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.

Simplen 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.

Personaln 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.

Fairn 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.

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The Santander Compass

To help us understand what each of us needs to do we’re

guided by the 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).

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

PART ONE

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:

n Advance represents all business areas and sites other than those listed below where CWU has recognition

n 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

Advance’s ObjectiveTo 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 MembershipAs 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

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CWU-be part of the BIG picture

Communication Workers Union ObjectiveThe 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 MembershipVisit 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 [email protected] or phone 020 8971 7263.

CommunicationsWe 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 newsThe 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 CommunicationsYour 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 personFace 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 thingSantander’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 [email protected].

Communication at Santander

PART ONE

wearesantander.co.ukThis 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.

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.


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Valuing diversity C

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.

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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.


PART ONE

15

Your terms and conditions at Santander UK explained CYour 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 workYour 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

nAny 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.

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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.

Developing You

18

PART ONE


Performance ExcellencePerformance 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 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

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 CAs 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.

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Career ChoicesAt 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!

Job Opportunities at Santander UK 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.

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Rewarding You

PART ONE

Pay AreasCriteria (miles from

Charing Cross)

National 37 miles+

Fringe London 22-36.99 miles

Outer London 7-21.99 miles

Inner London 0-6.99 miles

At Santander UK we aim for a high performance culture where you’re rewarded and recognised for your performance and ability.

Reward bandsTo 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 familiesOur 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 PSalary 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.

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Retirement and PensionsSaving 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.

Your reward package PYour 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 statementAt 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 benefitsAt 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 productsWe 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 PIf 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.


Supporting YouOur People Policies

PART ONE

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Our People Policies – an overview 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.

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.

Looking the part – dressing for workThe 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.

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 lifeWe 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 flexi-time.

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.

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HolidaysPC

Your holiday entitlement is based on your reward band, as shown in the table below and is pro-rated if you work part-time.

Band S1 S2 S3 S4 S5

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 holidaysAs 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 holidayDifferent 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 observanceIf 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.

Flexi-holidaysOur 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 flexi-holidays opens and closes each year.


Being Absent from Work PC

PART ONE

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 AbsenceIf 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.

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Length of Service Full pay in days (hours) Half pay in days (hours)

Up to 3 months 5 (35) None

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)

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.

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.

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 and Statutory Sick Pay (SSP)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.

Occupational Sick Pay (OSP)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.

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 LeaveWe’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 treatmentYou’ll be given reasonable paid time away from work so you can attend treatment clinics, including a two week period to help you conceive.

FosteringYou 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.

PART ONE

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Claiming business expenses on HR-OnlineAt 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.

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C P

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.

PManaging your personal financesWe 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.


Raising concerns C PWe 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.

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.

Discipline C PIf 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 PIf 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.

PART ONE

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Supporting YouYour Health, Safety and Wellbeing

Managing safetyWe’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 responsibilitiesWhilst 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 workplace.

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.

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.


PART ONE

Reporting concernsYou 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.

AccidentsIf you have an accident at work, however small, you must tell your manager straight away. You’ll need to record what happened in the on-site 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 safetyAt 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.

Emergency arrangementsIf 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.

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 aidersWe 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!

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Positive about Mental HealthWe’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 PWhen 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 PTo 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.

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&[email protected]

The EAP is always there for you, 24 hours a day, 365 days a year: 0800 032 3720

PART ONE

Expert help and getting help in difficult times – our Employee Assistance ProgrammeAs 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 information.

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 face-to-face counselling. This will normally be with a counsellor who has experience on the issue that’s causing you concern.

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PART TWO

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

n Be honest and professional

n Take special care to ensure that we only ever offer customers products or services that they understand and need

n Comply with the law and regulations

n Keep confidential any non-public information to which you have access.

Protecting you, our customers and

Santander UK

Part Two:

You can find more information in the full Code on wearesantander.co.uk under Supporting You > People Policies.

CProfessional Standards at Santander UKAt 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.

Whistleblowing PWe’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

Business Integrity 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.

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.


PART TWO

Conflicts of Interest CA 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.

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 steps to avoid conflicts of interest wherever possible

n Tell 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.

Other Employment and Outside Interests CWe 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 CIn 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.

Viewing and Transacting on Accounts PYou can only view your accounts – you must not transact on your own accounts or any accounts held by family, friends and colleagues.

Definition of a transactionA ‘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.

Own accountsn 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 accountsn Employees 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.

Colleague accountsn 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 accountsn Employees must never enquire or transact on the accounts of any

Santander customer without a legitimate business reason for doing so.

Viewing personal accounts must be done during an employee’s own time, and not during working time.

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Personal Relationships PMany 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.

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.

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.

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.

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.

Applying for jobsWe 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.

Politically Exposed PersonA 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.

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.

More information and guidance is available in the Personal Relationships Policy.


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PART TWO

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 particular:

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 know

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.

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

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 arrangementsIn 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.

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Using Personal Devices at Work CMost 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 hours.

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

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 PIf you’re contacted by any media organisation about Santander you must not deal with this 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. 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 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 SystemsYou 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.

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.


Working with Suppliers PAt 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.

PART TWO

Meeting the Needs of Our Regulators CSantander 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:

Rule 1: You must act with integrity.

Rule 2: You must act with due skill, care and diligence.

Rule3: You must be open and cooperative with the FCA, the PRA and other regulators.

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.

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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:

Identify: risks and opportunities

Assess: their probability and impact

Manage: the risks, suggest alternatives

Report: challenge, speak up, review and learn

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 [email protected]

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.

I AM Risk


Bribery and Corruption PART TWO

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.

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Fraud and CIFAS CWe 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 don 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.

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.

CIFASAt 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.

The database can be used in two waysn 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.

n Please contact us at: [email protected] if you want to receive details of the relevant fraud prevention databases through which we share information.


Corporate and Social Responsibility

PART TWO

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.

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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.

CustomersWe 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.

ColleaguesWe 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’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.

CommunitiesWe 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.

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.

SuppliersOur 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 manner.

EnvironmentWe’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.

Playing your part – Community involvementWe 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 PART TWO

Data Protection and Confidentiality 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.

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.

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.

n You must not take customer or company information or equipment with you if you leave the company.

n You 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 convictionsBecause 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.

Copyright 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.

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Market Abuse And The Share Dealing Code C

Looking after your data PLike 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 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.


PART TWO

Anti Money Laundering and Counter Terrorist Financing

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.

What Santander has to doTo play our part in spotting and preventing this crime, there are a number of things we have to do as a business:

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.

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.

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 doYou 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.

PenaltiesIf 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.

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.

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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.


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6 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.

Documents

You make us who we are · 07 Why are they important? We need you to: n Read the behaviours and their descriptions regularly , n Think about where your strengths lie, and where you