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There are a number of reasons why your transaction may have been declined, these could be:
If you are using your card to pay for something online or over the phone, your transaction may have been declined because:
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.
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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
There are a number of possible reasons why your payment has not been sent. These could be:
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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
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. Lines are open 8am - 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Please note: Calls to 03 numbers are charged at no more than local rate.
If you already have an arranged overdraft then we'll review the limit at least once every 12 months. If you need to increase or remove your limit, you can apply to do this through our Mobile Banking app or Internet Banking. If you'd prefer to speak to someone, or want to decrease your limit, then you can call us on 0345 721 3141. If you are calling from abroad, you can call us on +44 (0) 1313 37 42 18. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Please note: Calls to 03 numbers are charged at no more than local rate.
We want to make sure your current account meets your needs, so we review arranged overdraft limits at least once every 12 months. If we've noticed that you are not using all of your arranged overdraft, then we may reduce it.
If you need to increase your limit you can apply to do this through our Mobile Banking app or Internet Banking.
If you want to discuss your overdraft please call us on 0345 721 3141. 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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Please note: Calls to 03 numbers are charged at no more than local rate.
If you report your card as lost or stolen, or request a replacement card or a replacement PIN, you should receive your card or PIN within 5 working days.
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 haven’t received your card, then please contact us:
Please note: Calls to 03 numbers are charged at no more than local rate.
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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
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. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
You can view your card details and view your PIN in our Mobile Banking app.
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 9am – 6pm Monday – Saturday.
When you registered for Internet Banking you’ll have been given or chosen a username, this is required to log in.
You’ll also have chosen your own password and memorable information. Both contain a mixture of letters and numbers and are required for you to log in.
Let us know if you need reminding of your username, password or memorable information.
If you are unsure if you have registered or if you need help resetting your details, please call us on 0345 602 0000 and we will be happy to help you. If you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 113 279 8302. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Please note: Calls to 03 numbers are charged at no more than local rate.