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We’re really sorry we’ve let you down.
Sometimes things can go wrong and we encourage customers to tell us about it. Let us know what happened so we can try to put it right.
Our guides help many customers find the answers to their queries.
Card payments are often declined when you reach a payment limit or have earmarked money in your accountWhen you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark.
If you have a transaction that you’re unhappy with, one of the following guides might help.
Sometimes the transaction might be an earmark added by a retailer to your accountWhen you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark.
We can help with the most popular features of our app and Online Banking.
Make sure you have a stable internet connection. If you switch networks, you might get signed out or experience an error message. For example, if you use Wi-Fi at home and then your mobile data connection when you leave the house. If this happens, refresh the app and try again.
Reset your sign in details
Pay someone new
This form allows you to raise complaints with us online. It shouldn’t take long to complete.
We’ll try to resolve your complaint as quickly as possible.
By completing this form, you agree to us recording all the details you share. We'll only use what you tell us in relation to this complaint.
If you contact us online, we’ll receive your complaint or feedback sooner.
If you write to us, please include the following information:
We’ll contact you by phone once we receive your letter. It’s important that you tell us the best phone number and the best time to contact you.
You can write to us at:
Head of Customer Services
PO Box 761