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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 in the 'Planned payments' section of Online Banking.
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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?

    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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  • 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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  • 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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  • 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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  • 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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  • 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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  • Can I save my paperless statements on my computer?

    Yes, you can download paperless statements as PDF files, which you can then save to your computer.
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  • My statements are printing across two pages. How do I get it to print on one?

    This is something we are working on, however, in the meantime, you can try and adjust some settings on your computer to allow the statements to fit on to one page.
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  • How do I search for a specific transaction?

    Watch this helpful video to see how to search for a specific transaction.
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  • My new contact number is over 12 digits in length – why can’t I enter it?

    Our site doesn’t accept phone numbers of over 12 digits, but if you contact us to change your phone number we should be able to help.
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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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  • How do I change my address?

    How do I update my address?
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  • I hold more than one account with yourselves, can I use one card reader for all accounts?

    Yes. Our card readers aren't account-specific.
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