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.

Video does not contain audio.

Logging Off

  1. Once you have finished using Online Banking, please ensure you log out.
  2. Select 'LOG OUT' from the Main Menu.
  3. You are now logged out.

Related 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.

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 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.

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.