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    Contact Us

    Important information about our contact centres

    Our contact centre opening hours are 8am - 6pm Monday to Friday, 9am - 5pm Saturday & Sunday. We're experiencing a very high level of calls and webchats.

    Please only contact us if it is urgent, this will help to protect our services and allow us to support our most vulnerable customers.

    To avoid the wait, you can send us a secure message through online banking or manage your money on the go using our mobile banking app.

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    Contact Us

    Lost or stolen card?

    If your card has been lost or stolen, contact us immediately on:

    +44(0)345 600 6000

    Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call charges

    Fraud

    Have you seen any suspicious activity or transactions you don't recognise? You need to contact us immediately on:

    For current accounts:

    +44(0)3457 212 212

    For credit cards:

    +44(0)345 600 6000

    Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call
    charges

    Need help now?

    Search our frequently asked questions, it's the quickest way to find help to the most common queries.

    We are aware that some customers are experiencing issues logging into the mobile banking app. This issue is affecting both Android and iOS devices and may result in having to reset the mobile app. We apologise for any inconvenience this is causing you and we are working hard to fix the problem.

    While we are fixing this problem, here is some guidance to help you get back into the mobile app.

    Are you seeing any of the below error messages?

    I am seeing the 'There has been an error' message

    I am seeing the ‘web page unavailable’ message

    I am entering my correct passnumber, but still can’t login

    1. Log in to online banking
    2. Click 'Move Money'
    3. Follow the instructions on screen. Once you've completed all relevant details, click 'Review details'

    If you're paying someone new, need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. You can also make new payments through the mobile banking app. We will ask you to verify this by using your fingerprint, passnumber or Face ID.

    If you've forgotten your username, you can either request a reminder, or find it within the mobile app.

    Request a reminder

    We'll send it to your specified email address within a couple of hours.

    Request your username

    Mobile app

    If you can still access your mobile app using your passcode, face or touch ID, you can find your username by following the instructions below.

    1. From the top right hand side of your screen select 'Menu'
    2. Next, choose 'My settings and details'

    Here you'll see your username displayed.

    If you are locked out of online banking, need to call us on +44(0)3457 212 212 (call charges apply). Lines are open 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.

    If you have forgotten your username, select 'I have forgotten my username' and then 'I can't remember my username'. Enter and confirm your email address, and we will send a username reminder if the email address provided matches our records.

     

    If you've forgotten your password OR security code, you need to enter your username on the online banking login page and on the next screen, please select 'I've forgotten my password' or 'I've forgotten my security code'. You’ll need to enter a verification code we will send to you by text message or email.  It's important that you never tell anyone your verification code.

     

    If you've forgotten both your password AND security code, please contact us on +44(0)3457 212 212 (call charges apply). Lines are open 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.

     

    If for any reason you can't receive a verification code, please call us on +44(0)3457 212 212 (call charges apply). Lines are open 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays. You can call us from the UK and abroad.

    Please visit our online banking registration page.

    If you've forgotten your card PIN you need to log in and contact us via live chat, send us a secure message, or call us on +44(0)3457 212 212,lines are open 8am - 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.

    Then, we'll send you a PIN reminder via post, which should arrive within 5 working days.

    We're here to help and guide you during this time. We have a guide to settling the estate and also information about why you need to notify the bank after someone passes away.

    Search all FAQs

    Live chat

    It's a quick, easy alternative to calling us or visiting your branch. Live chat also lets you type a query direct to a member of your support team from 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.

    As your personal details are confidential, we can only access your account details or your current application via Live chat after you have logged in to online banking.

    Logged in to online banking? We can help you with account-related enquiries like:

    • Asking us about your payments or transactions
    • Checking an application for new products
    • Activating your card or asking for a PIN reminder
    • Reporting your card as lost or stolen
    • Ordering stationery like cheque books and more

    Secure Message

    Send us a secure message when you have a query that is not urgent. For example, you might want to order stationery, or ask us about particular products or services.

    You will need to log in to Online banking to use this service.

    We aim to respond to your message within 24 hours.

    Log in to Online banking

    Social media

    You can also contact us via social media. Our dedicated social media teams are available via Facebook and Twitter, from 8am until 6pm, Monday to Friday and 9am until 5pm on Saturdays and Sundays.

    • Keeping your account details secure is important, so please do not send them to us in a public message. To view our Social Media House Rules click here.

    Visit us in branch

    You can visit any of our branches, situated throughout the UK, where we will be able to answer your questions.


    Leave feedback

    We welcome your suggestions or comments about how we could improve our services.
    Please click the button below to leave your feedback.

    • Please note that we're unable to respond to individual comments made in this survey. If there is a specific issue that you'd like to discuss with us, please visit our complaints page.