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Online security is as vital to you as it is to us

To verify your identity, we currently use your date of birth and your password. For your added protection, and to keep our website at the forefront of internet security, we use an additional security measure which uses your telephone.

How it works

The transaction confirmation service provides additional security through an automated call to you using a phone number you have registered with us on which you can be contacted at the time of the transaction.

It is therefore important to ensure that your contact details are up to date and that, wherever possible, you provide us with a mobile number so that we can always contact you. You can log-in to check and update your contact details.

If you log-in regularly to check your accounts but rarely transact online, you may not be affected by it for some time. If, however, you make payments regularly to new destinations, you'll become familiar with the transaction confirmation service very soon.

Either way, there's no need to worry - the service is easy to use and you're in control as you select which of your registered phone numbers you can be contacted on and you don't need to speak at all.


Frequently asked questions

1.   What is this security measure?

We'll telephone you to check your identity before certain transactions go ahead. We’ll only contact you when you’re carrying out the transaction and we’ll ask you which number we should use. It’s important that you register as many numbers as possible (such as home, work and mobile) as if we can’t contact you, the transaction won’t go ahead.

2.   Why did you introduce it?

To give you an extra level of protection against fraud. Our website and telephone security systems work together to make it doubly difficult for someone to access your personal information.

3.   How does it work?

We'll telephone you on the number you choose when you carry out certain transactions. Then you'll enter a one-off verification code using a combination of an automated voice on the telephone and the secure internet site which will enable the transaction to go ahead. The whole thing takes no more than a minute.

4.   Will I have to do this every time?

No. Only certain transactions will use the new security measure. These include transferring a large amount of money out of your account, setting up a new account to transfer money to and changing your personal details.

5.   What do I need to do now?

We need all your up-to-date telephone numbers, such as home, work and mobile.

To do this, just follow these simple steps:

  • Log into your account
  • Click on the account management page
  • Click the ‘personal details’ link on the left
  • Update your contact numbers

6.   What happens if you can’t contact me?

For your protection, your transaction can’t and won’t go ahead until you contact us.

7.   Will I be charged for this service?

No. However some mobile service providers charge you for receiving the call if you are abroad.

Please note, if we can’t reach you on the number you provide, you’ll need to call our contact centre.

8.   What if I forget my login password?

If you forget your password or have any problems logging in, don’t worry. Just call us on 0345 850 4041.

9.   Where can I get more information on internet security?

Visit our security promise.

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Your questions answered


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0345 744 6622*

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