Online Banking Guide

Our online banking service has been designed to be easy and intuitive to use, but if you need guidance on how to complete certain tasks, we have prepared a number of videos, which illustrate common tasks. If you require further assistance you can contact our client services centre from 8 am - 8 pm (UK time), Monday to Friday on 0800 289936 (freephone from within the UK) or +44 (0) 1624 645000.

Frequently Asked Questions

How do I apply for online banking access to my account/s?

Please contact our clients services centre on +44 (0) 1624 645000 to request an application form.

You may apply for transactional online banking or view-only online banking. Please note that access to transactional online banking is subject to the signatory arrangements as per your account mandate. For example, transactional online banking is available to joint accountholders where any party can sign and to corporate accounts with any one signatory to authorise transactions. If more than one signature is required on a personal or corporate account, transactional online banking is not available, but you may still apply for access to view your account/s online.

What happens if I enter my login details incorrectly?

If you enter your login information incorrectly more than three times, the system will lock your online account. Your account will be unlocked automatically after a short period of time (around 10 minutes) or can be unlocked by contacting our client services centre.

If you continue to enter the incorrect login details, it will take longer to be unlocked automatically and eventually will be locked indefinitely. If this occurs you must contact our client services centre to get your account unlocked.

What do I do if I have forgotten my password and/or memorable information?

Please contact our client services centre on +44 (0) 1624 645000 between 8am and 8pm (UK time), from Monday to Friday, who will be able to identify you using several levels of security questions.

A temporary password will be assigned to you giving you the opportunity to log in and change it. The temporary password assigned to you must be used within two hours or you will be locked out of your online account.

Your memorable information will be temporarily reset. The next time you log in to the online banking service you will be asked to provide your new temporary memorable information and we recommend you change it to something more memorable to you, once you are logged in to your online account.

What happens when I change my password or memorable information?

Changing these details can be managed from within the online banking service. If you change any of these details you will receive an email from us confirming that a change has been made. If you receive an email of this nature and you have not made any changes to your details, please contact us as soon as possible.

How do I change my mobile phone number?

Please contact our client services centre on +44 (0) 1624 645000 between 8am and 8pm (UK time), from Monday to Friday, who will be able to identify you using several levels of security questions.

They will then be able to update the system with your new mobile phone number.

What happens when I change my email address?

You can change your email address from within the online banking service.

How long before the system times out?/Why have I been logged out?

The system will time out after 10 minutes. This is a security feature to prevent unauthorised access to your account/s from a session which has been left unattended. You will then be redirected to the initial login page, where you will need to log in again.

Why can't I see all of my accounts and securities?

By default the system only shows accounts and securities that contain a non-zero balance or value. If you click the 'Display All' checkbox on the Portfolio summary screen you will be able to view all of your accounts and securities, including those with a value or holding of zero. This option is only available for current transactions.

How do I view security transaction data including contract notes and security classification data?

Once logged in, go to 'HOME'. Under the 'Securities' heading, click on the ID number for the security which you require further information and this will open a new screen, displaying the details. Under the Contract column, a number will be displayed for available contract notes to view. Click on the number and the contract note details will be displayed.

How do I view my bank account information?

Once logged in, go to 'HOME'. Under the 'Accounts' heading, click on the account you wish to view and the bank account information will be displayed. Any transactions highlighted in yellow are forward dated or uncleared transactions.

What are Available, Posted and Future Value balances?

The service provides three relevant balances for your bank account. The 'Available' balance shows the funds available to withdraw; this balance is relevant when making payments or transfers. The 'Posted' balance includes all transactions applied to your account to date; it may include un-cleared funds. The 'Future Value' balance includes any transactions that are dated in the future, such as unsettled trades or foreign exchange activity.

How do I download current and historical bank transactions/statements?

Once logged in, go to 'HOME'. Under the 'Accounts' heading, click on the account you wish to view. Click on the 'Statements' drop down box, select the statement period required and click on the 'Download' button. This will export the statement into a csv file, suitable for viewing and using in Microsoft Excel and other personal finance packages.

How do I view current and historical portfolio valuations?

Once logged in, go to 'HOME'. Under the 'Linked Portfolios' heading, click on the portfolio you wish to view. Click on the 'Portfolio At' drop down box, select the valuation period required and this will display the valuation transactions on screen.

What exchange rates are used to calculate my portfolio value?

The exchange rates used are overnight indicative rates. They are not the exact rates that are offered for foreign exchange transactions. Please contact us for foreign exchange transaction rates.

How do I view fixed term deposit details?

Once logged in, go to 'HOME'. Under the 'Accounts' heading, click on 'show details' next to the fixed term deposit account number and this will display the deposit details.

How do I indicate which method of payment I wish to use?

When arranging the payment on screen, the desired method of payment can be typed into the 'Narrative' box at the bottom of the screen, eg by indicating BACS or CHAPS or marking the payment as URGENT for same day transfers, if received within set payment deadlines..

How do I send a payment in a currency other than what my funds are currently held in?

A You must send a message through the contact us page to arrange a foreign exchange or call our client services team before a payment can be effected. Cleared funds must be available in the debiting account for a payment to be accepted, therefore please allow for foreign exchange settlement dates.

How long should I expect to wait for my SMS password to arrive?

In most circumstances you should receive you SMS password within a minute. If you have not received an SMS after two minutes you can opt to request another SMS password from the online banking system. If you are still having problems please contact us.

What happens if I am unable to read the identification code sent to my mobile phone?

Click on the 'Re-send' button on the payment or standing order page and this will resend a new identification code to your mobile phone.

When will my internal transfer be processed?

Transfers can be submitted at any time. They are processed automatically by the system. Ordinarily they should be completed within one minute. In some circumstances they may take longer, the status of a transfer is displayed in the 'Recent Transfers' list.

When will my payment be processed?

Payments can be submitted at any time. They are processed during our normal business hours. The status of your payment is displayed in the 'Recent Payments' list.

When will my standing order be processed?

Standing Order creations or changes can be submitted at any time. Please allow up to two business days for the change to be processed.

Why am I unable to see menu options for Payments, Transfers and Standing Orders?

To see these options, you must have applied for our transactional online banking service. If you have applied for view-only access, these options will not be visible.

How long before the system times out?/Why have I been logged out?

A The system will time out after 10 minutes. This is a security feature to prevent unauthorised access to your account/s from a session which has been left unattended. You will then be redirected to the initial login page, where you will need to log in again.

What browsers can I use with your website?

The website has been tested with Internet Explorer 7+, Firefox, Chrome and Safari.