How you shop and bank online is changing
We are increasing security when you shop and bank online
We use two-factor authentication to verify it's you when you use online banking (making a payment to someone new for example) or make purchases with your card online. It's the banking industry's way of double-checking it's really you.
Later this year, to help protect you against fraud, we are strengthening how we use two-factor authentication. Because of this, how you use online banking and complete purchases online will change. This is also supported by regulatory changes taking place called Strong Customer Authentication (SCA).
So you can continue to use online banking and make purchases with your card online, your contact details need to be up-to-date.
How it affects you
When you use online banking
We are replacing card readers with a different way of verifying yourself. We're also increasing security when you view statements and transactions and sometimes when you log in.
Don't worry though; you won't need to change your existing log in details.
When you use your card online
Instead of confirming a memorable name to complete your purchase, you'll verify yourself in a different way and probably more often.
This is so we know it's really you making the payment.
How you can verify it's you
You can use our mobile app or receive a verification code by text message or email
- With our mobile app
- By text message or email
We'll send you a notification to your mobile phone or tablet. You can then verify it's you by logging into the mobile app.
Verifying yourself with the app is the simplest and quickest way for you to confirm it's really you.
What do I need to do?
If you have the app already, you'll be all set to go when this becomes available later this year.
Don't have the app? Take a look at our mobile banking page to find out the features our app has to offer.
Download our mobile banking app:
To use the app, you'll need to be registered for online banking and know your log in details.
We will send you a verification code to the mobile number or email address you have registered with us. We will then ask you to tell us your code to confirm it's you.
What do I need to do?
Make sure we have the correct contact details for you; otherwise you won't be able to shop or bank online.
How you can check/update your details
In online banking
Visit 'Profile'. You'll still need a card reader and your debit card for now to update your contact details. If you're not registered for online banking, you can register here.
Call us
Call us on +44(0)3457 212 212. You'll be asked to confirm the security details you have registered with us. Lines are open 8am to 8pm, 7 days a week (call charges may apply).
In branch
You'll be asked to confirm the security details you have registered with us.
Do you have a joint account?
If you have a joint account, you will both need to check and update your personal contact details.
How we keep your banking secure
We're committed to making your banking experience as safe and secure as possible.
- We use advanced encryption technology to stop unauthorised users from reading secure information
- We have a range of fraud detection systems and regularly monitor your accounts for suspicious activity
- Your card reader provides you with an additional layer of protection when you bank online that helps us to protect your accounts
- We will never call you out of the blue and ask you for your security information to assist you with registration for Online or Mobile banking
- Never share your PIN, Card Reader or verification codes with anyone. We will never contact you and ask you for these
- Never allow anyone to access your device remotely
- Our fraud guarantee helps you recover money taken in fraudulent activity in the unlikely event you fall victim to fraud
Important information about our call charges
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.
Contact us
If you'd like more help & information, you can:
