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Help & info

Just type in your query, or have a look at the list of popular questions below.

Ways to bank

  • How do I register for online banking?

    You can register for online banking on our website.
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  • How do I cancel a Direct Debit?

    Yes, you can cancel Direct Debits inusing online banking or our mobile banking app.
    Learn more

  • Can I set up my bill payment to come out on a future date?

    Yes, make sure you have enough money in your account to make this payment.
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  • Can I cancel a payment due on that day?

    You can cancel the payment on its due date, but this won’t stop the funds from leaving your account.
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  • Can I change my PIN?

    If you've entered your PIN incorrectly in a card reader 3 times you can reset it at a cash machine.
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  • How do I change the font size on my web browser?

    You can change the settings on your browser in order to increase or reduce the font size. This will depend upon your browser.
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  • Do I need to update my browser to access online banking?

    We recommend that you use the most up-to-date internet browser and operating system for your desktop, mobile and tablet.
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  • How do I reset my online banking password or security code?

    Follow the on-screen instructions to reset your details. You will need your card reader and a valid debit card and PIN.
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  • Can I have two Card Readers?

    Yes, to order a second card reader at no extra cost just send us a secure message or call us.
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  • How do I request a new Card Reader?

    You can start a chat using our chat service, send us a secure message via online banking or you can call us on +44(0)3457 212 212.
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  • Do I need a different/new PIN to use the card reader service?

    No, you'll need to use the PIN you normally use for your credit or debit card.
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  • I've blocked my card, what do I do?

    If you've entered your PIN incorrectly three times you can reset it at a cash machine.
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  • How long does it take for my new/replacement debit card to arrive?

    It takes 2-3 working days for your new/replacement card to arrive.
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  • How soon is it, before a debit or credit card is due to expire, that the new one is sent out?

    Your replacement card will be sent out to you 14 days before your existing card expires.
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  • I've forgotten my PIN, what do I do?

    You can request a PIN reminder by sending us a secure message.
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  • How long does it take for a pin re-issue to arrive?

    After a PIN has been issued it takes 2-5 working days to arrive from the date of order.
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  • How do I change my contact and login details?

    Log into your online banking and go to your Profile Page. You will need a card reader to make these changes online.
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  • How do I change my online banking password?

    Log into online banking, go to your Profile page and select ‘Change your password’.
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  • What is Open Banking?

    With Open Banking, you can choose to allow FCA authorised Third Party Providers (TPPs) access to your account data to provide online payment and information services.
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  • Can I use my account(s) normally if I don’t consent to Third Party Providers (TPPs)?

    Yes, you can use your account as you normally would.
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