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Help & info

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

Online banking

  • 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.
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  • 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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  • 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?

    You can reset either your password or security code online yourself, but if you need to reset both your password and security code, you'll need to call us.
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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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  • How do I change my address?

    How do I update my address?
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  • How do I change my contact and login details?

    Log into your online banking and go to your Profile Page.
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  • What is a verification code?

    A verification code is an additional layer of security and protection when you bank online.
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  • How long does a money transfer take to reach the recipient ?

    There are different timings for payments to different accounts.
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  • Do I need to download anything to use online banking?

    No. Our online banking service will work on any computer as long as you are connected to the Internet and have a suitable web browser and operating system.
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  • I don't have an email address. How do I access your online banking?

    Unfortunately, we are unable to set you up with an online banking account without an active email address that is registered to you.
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  • What do I need to do to go paperless?

    From your account homepage, go to Paperless Settings then turn on paperless billing for any eligible accounts listed.
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  • What does choosing paperless statements mean?

    Choosing paperless statements is the decision to receive your bank statements online, rather than by post.
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  • Can I receive paper and paperless statements?

    No, you must choose to have your statements available to you, either online or via post.
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  • I’ve forgotten my username to access online banking

    If you've forgotten your username, go to the forgotten username page where you will be asked to enter and confirm your email address.
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  • I’m having difficulty registering for online banking

    If you are having problems, please contact us on Live Chat or call us on +44(0)3457 212 212.
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  • Why has my address not been accepted?

    It may be the case that your address is a non-standard address.
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