Manage your details
Problems accessing Online Banking
What should I do if I’ve forgotten my password?
If you're an existing Online Banking customer, you can reset your password online. Simply go to the sign in page and click on 'Forgotten your password?' and follow the on-screen instructions which explain the steps to follow.
You'll be taken through some security questions as we need to confirm your identity before your password can be reset. As soon as we've confirmed your identity, your password reset will be completed and you'll be able to continue with your online banking.
What if I have forgotten my memorable information?
If you're an existing Online Banking customer, go to the sign in page and click on 'Having problems signing in?' You'll then be taken through some security questions so that we can confirm your identity.
Once we've confirmed your identity, you can either reset your password only or reset both your password and memorable information.
If you choose to reset your memorable information, you’ll need to change your password at the same time. Before you reset both your password and memorable information, we’ll need to ask you a few more security questions.
Can't sign in to Online Banking?
At certain times the Online Banking service may not be available due to essential system maintenance.
During such times when you cannot access the online service you can call our Online Banking Helpdesk 0345 602 0000 - they’ll be happy to assist you with any urgent queries.
Changing your username
You can change your username at any time using Online Banking. From the account overview page select 'Your profile’ then under the heading ‘Your Online Banking details’ select 'Change your username'.
Choose something memorable, known only to you. Don't share it with anyone else or write it down
Changing your password
You can change your password at any time. When you sign in, select the 'Your Profile' tab from the toolbar and choose the ‘Change your password’ option.
Choose something memorable known only to you. Don't share it with anyone else or write it down. It's good practice to change your password regularly, even if you think nobody else knows it.
Changing your memorable information
You can change your memorable information at any time. When you sign in, select the 'Your Profile' tab from the toolbar and choose the ‘Change your memorable information’ option.
Choose something memorable known only to you. Don't share it with anyone else or write it down. It's good practice to change your memorable information regularly, even if you think nobody else knows it.
Updating your email address
To update your e-mail address from Online Banking, select the 'Your Profile' tab from the toolbar and choose the ‘Update my details’ option.
Updating your marketing preferences
To update your Marketing preferences from Online Banking, select the 'Your Profile' tab from the toolbar and choose the ‘Change your internet banking preferences’ option. Then follow the on screen instruction to choose how you would like to be contacted about our products and services.
Updating your name
To update your name, complete the Change of name form and post it back to us. You will need to provide your original name-change documentation (Marriage Certificate, Deed Poll, etc).
You can also take the completed form and change-name documentation to your nearest branch.
Once you've completed the form, please post back (stamp required) to:
PO Box 548
Updating your phone number
It's important that you keep your phone details up-to-date.
To protect your online security, we may call you to confirm your account activity is genuine.
If we can’t get in touch with you, we might not be able to process your requests.
It’s therefore essential that we have your most up-to-date phone numbers.
Please take a few seconds to check that your phone numbers are correct.
To check your phone number: Simply sign in, select ‘Change details’ and then ‘Change your telephone numbers’.
Please provide as many numbers as possible as it is important that we are able to contact you.
Find out more about how we protect your online security.
What do I do if my number changes?
If you do not supply us with a number you may be unable to use parts of the online service such as setting up new recipients.Back to top
How do I update my details?
Sign-in to Online Banking service and select 'Change my details' from 'Your Profile' tab ion the toolbar at the top of the page. Under the heading 'Contact details' select the 'Change telephone details' link.Back to top
If I update my phone number online will I be able to use this number immediately?
For security reasons, we're only able to call you on numbers we already hold. New phone numbers entered will take seven days to become active. If we don't hold any other numbers for you that you can use, you'll be directed to our phone support team who'll be able to assist you.Back to top
Can I provide an international number?
If you have an international phone, you'll need to:
- Give the International access code for the UK - this is '00'
- Give the country code for the country you live or work in e.g. for Spain this is '34'
- Give the area code for a landline (if there is one)
- Finally, give your phone number (a mobile in Spain would look like '00 34 123456789')
If you have a UK mobile, please check with your service provider that your phone will work and that your network can receive calls overseas.Back to top
What do I do if my number changes?
You can update your telephone numbers, and add new ones online. Sign in and select 'Change my details' from the 'Your Profile' tab on the toolbar at the top of your page.Back to top
Your sign in details
Your sign in details
Your username, password and memorable information are collectively referred to as your 'sign in' details. You'll use these whenever you sign into your accounts, so never tell them to anybody else.
You can change your sign in details at any time. When you sign in, select the 'Your Profile' tab from the toolbar and choose the option you would like to change under 'Your internet banking details’.
Our quick tour shows you how to sign in.
Don't fall foul of the latest 'Phishing scam' emails – these claim to be from your bank, and may look very convincing, asking you to supply your sign in details. We would NEVER email you asking for your sign in details, so don't respond to them. Read more about phishing scam emails here.
If you ever suspect your sign in details have been compromised, call our helpdesk immediately on 0345 602 0000 (24 hours).
Remember my username
You can make signing in even easier by ticking the 'Remember my username' box on the sign in page.
If you choose this, when you sign in your computer will automatically show your username, and you only need to enter your password and memorable information. This feature does not make your online access any less secure, but it should only be used on your own personal computer. For more information, read our 'How we remember your username' page.