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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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  • 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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  • 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 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 contact and login details?

    Log into your online banking and go to your Profile Page.
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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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  • How do I change my address?

    How do I update my address?
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  • My new online banking password isn’t being accepted, what should I do?

    new password, password not accepted
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  • My one time password has expired.

    If your one time passcode has expired please call us on +44(0)3457 212 212.
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  • My login details don’t work anymore, what do I do?

    This may be because we’ve changed the way you log in to online banking.
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  • Do I have to reset both my password and security code together?

    Yes, if you have forgotten either, you'll need to reset both.
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  • Why am I getting the error "Page cannot be displayed" message?

    If you are receiving this error, please try the following steps to find the source of your problem.
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  • Why does my online banking look different?

    You can learn more about our online banking new features and funcionality on our online banking page.
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  • Do I still need my secure personal information?

    You will no longer need your secure personal information to log into your online account.
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  • I have entered the wrong security details, what do I do to fix this online?

    I have entered the wrong security details. What do I do?
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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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