Frequently asked questions

Payments and transactions

  • There are a number of reasons why your transaction may have been declined, these could be:

    • Insufficient funds
      Check your balance and make sure you have enough available funds to complete the transaction.
    • You have exceeded your daily ATM withdrawal limit
      All debit cards will allow you to withdraw £500 per day. Learn more about your limit.
    • Your card has expired
      Check the expiry date on your card. We will issue you with a new card before your existing card expires. If you haven’t received it before the last week of your expiry month give us a call on the number below.
    • Your card is not activated
      If you’re using a credit card, check that the card has been activated. Follow the instructions on the sticker on the front of the card. Or find out how to activate your card here.

    If you are using your card to pay for something online or over the phone, your transaction may have been declined because:

    • Your name and address do not match our records
      Always check your name and address details match what we hold for you. Your billing address should be the same as the address we hold for you. You can often choose to add a different delivery address if required. Find out how to manage your details online.
    • Incorrect CVV number
      If you are using your card to pay for something online or over the phone then you should be asked for your CVV number. This is the last 3 digits of the security code on the signature strip on the back of the card. Check that you have entered this correctly.

    If you are still having difficulty then please get in contact with us:

    Please note: Calls to 03 numbers are charged at no more than local rate.

    Debit cards

    You can phone us on 0345 721 3141 or if you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1313 37 42 18.

    Credit cards

    You can phone us on 0345 964 5645, or if you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 173 357 4121.

  • There are a number of possible reasons why your payment has not been sent. These could be:

    • You have exceeded payment limit
      There is a maximum daily limit applied to all electronic payments. Learn about payment limits.
    • Payment made in error
      If you have sent a payment in error we will try and retrieve the funds, but will do so on a best endeavour basis only. You should contact the beneficiary and attempt to retrieve the funds before calling us as this is a quicker route.
    • Beneficiary has not received the funds
      Please check that the reference you entered is correct, e.g. for a credit card this will be the 16 Digit account number. You can check this in Internet Banking, or in the Mobile Banking app.

    If you are still having difficulty then please call us on 0345 721 3141 so that we can look in to this for you. If you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1313 37 42 18.

    Please note: Calls to 03 numbers are charged at no more than local rate.

  • When you use your card and the retailer tells us about the transaction we will deduct this from the money you have available to spend immediately. Sometimes the retailer does not always let us know straight away and contactless payments under £15 are processed differently. This means we cannot always deduct the transaction from your available funds until we receive it a few days later.

    It’s a good idea to keep a track of your transactions to make sure you have enough money in your account to cover them and avoid going overdrawn or over your credit limit. You can keep track of your spending through our Mobile Banking app, or with Internet Banking.

  • Some savings accounts will not permit Faster Payments, others will restrict withdrawals or impose charges. This is because our savings accounts are designed to put money aside and grow balances over time and not for ‘day to day’ payment facilities. You may find a current account better suits your needs if you need to pay bills, make purchases, or send money by Faster Payments.

    If you are still looking to make a payment from your savings account and hold a current account with us, you can transfer funds from your savings account into your bank account and use it to make a payment. You can do this through our Mobile Banking app, or with Internet Banking.

    If you don’t hold a current account with us, then please visit one of our branches. We can provide you with cash, write you a cheque or arrange to send a CHAPs payment, but please note charges may apply.

    If you want to apply for a current account take a look at our range of current accounts.

    For more help or information, please call us on 0345 726 3646. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 113 242 2005.

    Please note: Calls to 03 numbers are charged at no more than local rate.

Overdrafts

Cards and PIN

  • When you report your card as lost or stolen, you should receive your new card within 3-5 working days, depending on the type of card you have ordered. If you request a replacement PIN, you should receive it within 3-5 working days.

    If you have reported your debit card as lost or stolen, you can view your new debit card details the next day in our Mobile Banking app.

    Find out how to view your PIN in the Mobile Banking app.

    If your card is due to expire, we will issue you a new one before your old card expires. There is no need to activate the card, you should use it straight away and discard your old card securely.

    If you have not received your card replacement before the last week of your expiry month, then please contact us:

    Please note: Calls to 03 numbers are charged at no more than local rate.

    Debit cards

    You can call us on 0345 721 3141, or if you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 1313 37 42 18.

    Credit cards

    You can call us on 0345 964 5645, or if you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 173 357 4121.

  • Your new debit card details will be available to view in our mobile app the day after you request a replacement card. You can use your new debit card details to shop online whilst you wait for your new card to arrive in the post. 

    Learn how to view your card details

Everyday Offers

  • When you have registered for Everyday Offers, whenever you select and use an offer on your credit or debit card, you will receive cashback directly in to your account on or before the last working day of the following month. If you have more than one current account with us, we will pay it into your oldest account.

    If you’ve activated an offer but haven't received the money, firstly check the terms and conditions by logging in to Internet Banking and selecting the offer in the Everyday Offers section. You can view expired offers by selecting the ‘My offers’ in the ‘Everyday offers’ section. Find out more information in our Everyday Offers frequently asked questions.

    If you activated the offer and spent money at the retailer as shown in the terms and conditions but are still having problems, please contact us on 0345 606 6405. If you are calling from outside the UK or prefer not to use our 0345 number, call +44 141 248 4868.

    Please note: Calls to 03 numbers are charged at no more than local rate.

    If you have a hearing impairment, please use textphone 0345 300 2280 or +44 173 3347 515. Lines are open Mon to Fri 7am - 10pm, Sat and Sun 8am - 6pm.

Internet Banking