Frequently asked questions

Why has my card transaction been declined?

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 are using a credit card, check that the card has been activated. Follow the instructions on the sticker on the front of the card.

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 the ones we hold for you. Your billing address should always be the same as the address we hold for you. You can often choose to add a different delivery address if required.
• 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.

Why has my online payment not been sent?

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
  If you have sent money to a person or a company and they have not received it, firstly check that their sort code and account details you used are correct. If you are sending money to a company then they usually require a reference to be able to match it to you. Please check that the reference you entered is correct, e.g. for a credit card this will be the 16 Digit account number.

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.

My balance is not what I expected, why are some transactions missing?

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.

If you make small transactions with your card, it’s a good idea to keep a track of them to make sure you have enough money in your account to cover them and avoid going overdrawn or over your credit limit. The best way to keep track of spending on the go is through our Mobile Banking app.

How can I change my overdraft limit?

If you already have an overdraft then we will review the limit at least once every 12 months. But if you need to increase or remove your limit, you can do this through Internet Banking. If you would 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 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.

Why is my overdraft being reduced?

We want to make sure your current account meets your needs, so we review overdraft limits at least once every 12 months. If you are not using all of your planned overdraft, then we may reduce it.

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

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

I have not received my card/PIN

When you report your card as lost or stolen, your new card will be sent via 1st Class post. You should receive your new card within 3 working days. If you request a replacement PIN, you should receive it within 3-5 working days.

For credit cards, you can see your PIN in the Mobile Banking app. Find out how here. You’ll be able to do this for debit cards soon too.

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.

I haven't received the cashback I was expecting.

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 have activated an offer but haven't received the money, firstly check the terms and conditions by signing into Internet Banking and selecting the offer in the Everyday Offers section. You can view recently expired offers in the ‘My Everyday Offers’ menu. Find out more information in our 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.

I am having difficulty logging in to Internet Banking.

If you’re having trouble logging in you can reset your details online yourself. First, we’ll ask you for a few basic details so we can confirm it’s you. Then you can find your username, or reset your password or memorable information.

You will also have chosen your own password and memorable information. Both contain a mixture of letters and numbers and are required for you to sign in. If you cannot remember either of these and need to reset them, you can choose the forgotten your password option on the log in screen.

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.

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

I am unable to make a payment from my savings account.

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.

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.

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.