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In the wake of the crisis caused by the floods that have affected several of the country's regions, we have rolled out a series of extraordinary measures to provide all the necessary support to both our customers and the citizens suffering the effects of this tragedy. Discover them:
Our mobile offices for the areas affected by the DANA
Carry out your usual operations such as cash withdrawals, advance payments, moratorium management or insurance processing, in our mobile branch located in Plaza de Europa, in Aldaia, from 9 am to 2 pm.
1. DONATIONS
- Fund of 2 million euros to help victims and NGOs working in the affected area. We have also decided to match the amount of donations made by our employees.
- Collection of donations through the account numbers provided to support those affected and the emergency services and volunteers working to help them:
-Cáritas: ES45 0049 1892 6421 1055 3738
BIZUM: 10480
-Red Cross: ES44 0049 0001 5321 1002 2225
BIZUM: 33512
-Save the Children: ES50 0049 1837 5422 1024 9123
BIZUM: 33357
- Acción contra el Hambre: ES95 0049 1892 6124 1330 0942
BIZUM: 03770
2. MORATORIUM MEASURES
If you have been affected by the DANA and you have mortgage loans and/or consumer credits, whether you are an individual or a company, you can request legal moratorium, which will exempt you from paying interest and principal for three months.
Additionally, you can request legal moratorium, which will exempt you from paying interest and principal for nine months. The beneficiaries of this moratorium will be:
- Individuals residing in any of the affected municipalities, in accordance with Government Royal Decree 6/2024. Also those who have a mortgaged property in one of the affected municipalities.
- Self-employed workers and companies with a turnover of less than six million euros in the last financial year whose main economic activity is in the affected areas.
3. FINANCING FACILITIES
- The government has approved an ICO guarantee scheme for a maximum amount of five billion euros that we will be channelling as soon as the government completes the details. This scheme will be aimed at individuals, companies and self-employed workers.
4. ADDITIONAL MEASURES
- Removal of ATM fees in the province of Valencia for those who are not customers of the bank. We will also not charge our customers when they withdraw cash from the ATMs of other banks.
- 15-day deferral for SMEs and companies on the due date of confirming and import financing payments. This measure will be in force until 19 November.
- 15-day exemption from card renewal fees and overdraft fees.
- Enabling a protocol so that our senior customers who have lost all their documents can carry out transactions at our branches.
- Temporary suspension of the personal income tax settlement charge for our customers in the affected areas.
- Although most of the claims caused by DANA are covered by the Insurance Compensation Consortium, outside the contractual scope of the home insurance policy, we have contacted our customers to facilitate procedures with the Consortium. In addition, we have opened a 24-hour telephone helpline:
- 913 435 870. You will be able to establish communication via WhatsApp, our app and digital alternatives for resolution of the claim.
- Car, Motorcycle and Multi-risk insurance for Companies & SMEs, Public Liability and Cyber Insurance, all of which are provided by Santander | MAPFRE, will have the following 24-hour customer service telephone numbers available:
- 900 810 855
- 918 366 169.
- Other insurance
910 503 500.
- We are also contacting affected farmers and livestock breeders in order to advance Agroinsurance compensation.
The contact numbers for Caser-Agroseguro are:
- 915 909 684
- 902 454 595.- Suspension of payment of fixed costs of the POS for two months (terminal maintenance, fees for inactivity or minimum billing and flat rate) in affected businesses in the towns with the most serious damage.
- Also, field teams and the POS stock have been bolstered in order to be able to reinstall the terminal, if necessary, in the shortest possible time.
- In addition, customers can continue to receive payments with features that do not require a terminal, such as payment using a link, with Get Link & Pay, or payment via social media, with Get Social Selling.
- Replacement of damaged vehicles as soon as possible. We will do this through financing via vehicle leasing facilities and vehicle stock expansion, with the aim of having 1,000 cars available immediately.
- Interruption of car rental fee payments for the next six months for customers affected by the DANA in Valencia.
- Sending of experts, towing services and repair and cleaning companies from other parts of Spain to help those available in the area.
- Exclusive telephone helpline for those affected:
917 679 006.
- Coordination with University authorities in the Community of Valencia to launch information notices through the Santander Universities Campus App. This app has been a relevant communication channel for the university, both in the initial moments of the emergency and in subsequent management processes.
In addition, students can access their virtual campus through the app to receive online classes and check new protocols, measures and communications with their universities in real time. The app is also a key channel for reporting on the measures adopted by the 64 Spanish universities that have App Campus and for channelling support initiatives. - Coordination with the business community of Valencia to offer jobs to individuals affected by the DANA, giving them priority in the selection processes. We are in contact with CEOE to disseminate the information among member companies of Universia's digital ecosystem in Valencia..
Our mission at this time is to assist and accompany our customers in the best way possible, to quickly respond to their most pressing needs and to provide guidance and support in whatever they may need.
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Find out about all the current public aid
Measures Royal Decree-Law 6/2024, of 5 November, on urgent measures to respond to the damage caused by the cut-off low. Check it out here.
Royal Decree-Law 7/2024, of 11 November, on urgent measures to promote the Immediate Response, Reconstruction and Relaunch Plan against the damage caused by the DANA. Check it out here.
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