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 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:
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:
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:
The account matches the payee's name.
The account name doesn't match the payee's name. Double-check the details, otherwise your money could be sent to the wrong person.
The account name is close 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.
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.
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:
Contact us straight away if you think:
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
If you still want to opt out of the Confirmation of Payee service, please call us on 03457 212 212 . Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. 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 - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.. 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.
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.
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
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Contact our support team