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Payment changes in mobile and online banking

We’re making some changes to the way you’ll make payments in the mobile app and online banking with the introduction of the Confirmation of Payee service. We’re also simplifying ‘one-off payments’ and giving you the ability to change a payment reference in the mobile app.


Confirmation of Payee service

Confirmation of payee is a name-checking service that helps make sure new payments made in the mobile app and online banking are sent to the right person or business. It can help protect you from certain types of scams, like 'Authorised Push Payment' scams and will also help reduce payments that are made to the wrong account by mistake.

It will do this by:

  • matching a payee’s name to the one on their account
  • letting you check the name if it’s a close match to the payee’s name, before sending a payment
  • explains the risk of making a payment when the name doesn’t match
  • when making a payment in the mobile app or online banking to someone new
  • when giving your account details to someone so they can send you a payment

How to enter the correct details when paying someone or receiving a payment

It’s important to have the right details:

  • when making a payment in the mobile app or online banking to someone new
  • when giving your account details to someone so they can send you a payment

    • Whenever you’re making a payment in the mobile app or online banking, it’s important to have the right details of the person or business you’re paying.

    You’ll need their:

    • full name as it appears on their account
    • last name
    • sort code
    • account number (and account reference if needed)
    • account type – personal or business.

    If you’re expecting a payment from a person or business, it’s important they use the right details.

    Remember, someone might not send a payment if the name they use doesn’t match the one on your account.

    Make sure they have your:

    • full name as it appears on your account
    • last name
    • sort code
    • account number (and account reference, if needed)
    • account type – personal or business.
    • don't use nicknames, initials or shortened versions of names.
    • for joint accounts, you only need to use the full name of one of the account holders.
    • for payments to a business account, use the full business or organisation name and choose the 'business' account type.
    • check with the business you're paying, as some may have different registered and trading names.
    • if you think someone uses a different name, like a middle name, or has recently changed their name, check which name is registered to the account you're paying.
    • if you've recently changed your name or they know you by a different name, make sure you tell them your name as it appears on your account.

    Making payments in online banking and the mobile app

    Confirmation of Payee lets you check the name of the person or business you're paying when setting up a new payee in the mobile app or online banking. You'll see one of these results on screen:

    step one

    Account name is a match

    The account matches the payee's name.

    step one

    Account name is not a match

    The account name doesn't match the payee's name. Double-check the details, otherwise your money could be sent to the wrong person.

    step two

    Account name is a close match

    The account name is a close match to the payee's name. You'll be shown the name on the account you're paying to help you decide whether it's the right person. Double-check the details before sending any payment.

    step three

    Unable to check the account

    Sometimes we won't be able to check the name on the account you're sending money to. That doesn't mean that anything's wrong. It could be that the payee's bank isn't using the Confirmation of Payee service. You may see this message more often initially, as once we have introduced this service; we will need to allow time for banks already offering Confirmation of Payee to register with us.

    You can continue with the payment- but check the account name and details are correct.

    When we won’t be able to match your name

    • Within the first 24 hours of opening a new account
    • When making a new payment to a credit card
    You can continue with the payment – but always double-check the account name and details are correct.

    To help keep your money safe, be alert when:

    • someone you don't know asks you to make a payment
    • the name of the person you're paying doesn't match the account name - be cautious if someone asks you to ignore the check when the account name doesn't match
    • you feel pressured to make a payment
    • a person or business's account details change unexpectedly.

    Remember

    • don't give out your personal or financial details
    • never open a link in an unexpected or suspicious email or text
    • a genuine bank or business will never ask you for your PIN, banking password or to move money
    • although the account details may match, always be vigilant of scams.

    Contact us straight away if you think:

    • a payment has been sent to the wrong account
    • someone is trying to scam you.

    You can't opt out of the Confirmation of Payee service when you're making a payment to someone else. You can request to opt out of your details being checked when other people try to pay you.

    Benefits of confirmation of payee

    • Confirmation of Payee is designed to reduce fraud and payments being made in error to an account
    • Confirmation of Payee is in place to protect you and your money
    • By opting out of Confirmation of Payee you may encounter problems with people sending money into your account in the future as they won't be able to verify the name on your account
    • Opting out is only for receiving payments into your account, you will still be asked to input account name details when creating a new payment from your account
    • We recommend that all our customers make use of this service so their account is protected

    If you still want to opt out of the Confirmation of Payee service, please call us on 03457 212 212. Lines are open 8am to 8pm, 7 days a week. Call charges If your request to opt out is successful, we'll update your accounts, including any joint accounts you hold (but not any accounts held by joint parties in their sole name).

    How to opt back into the Confirmation of Payee service

    If you want to opt back in to the Confirmation of Payee service, please call us on 03457 212 212. Lines are open 8am to 8pm, 7 days a week. Call charges

    Updating your details with us

    You can avoid payment delays by keeping your details up-to-date. If anything changes - for example, your last name if you get married - please let us know.

    Changes to one-off payment in the mobile app

    Full mobile image

    To simplify the way you make payments to someone new, instead of having an option to make a ‘one off payment’ you’ll now be able to pay someone new and choose to save them if you wish to.

    If you’re wanting to make a one-off payment to someone and not save them to your payee list, you’ll need to select ‘Pay someone new’ and make sure you remove the tick from the ‘Save this payee’ box.

    Change a reference in the mobile app

    You'll soon have the ability to change a reference you have set up for a saved payee.

    To do this follow the below steps

    1. Select 'Pay a saved payee'
    2. Select the person you want to pay and the amount
    3. If required you can now change the reference in the 'Reference' box
    4. The reference will be updated on your payment and added to your saved payee list.