Internet banking service

Common enquiries

Still have a query? Here we answer your most commonly asked questions about Internet Banking.

Why should I use Internet banking?

Internet Banking lets you view your account online 24 hours a day, 7 days a week. It won’t cost you a penny, it’s safe and it lets you:

  • Check your balance
  • Pay bills
  • View statements
  • View recent transactions
  • Manage standing orders and Direct Debits.

Take a look at our demo to see what else you can do

back to top

I have forgotten my security details, how do I get them reset?

If you forget your security code or secure personal information, please contact our customer call centres.

  • Personal Accounts - 08457 212 212
  • Visa Accounts - 0845 600 6000

back to top

What do I need to use Internet Banking?

No special software is needed. Internet Banking will work on any computer as long as you are connected to the Internet and have a suitable web browser and operating system.

To get the best from Internet banking we now recommend the following as a minimum specification:

A computer using Windows 98 or above with one of the following Internet browsers:

  • Internet Explorer 6 or 7
  • Firefox 2
  • AOL 9
  • Opera

Or an Apple Macintosh computer using OSX or above with one of the following Internet browsers.

  • Safari
  • Firefox 2

You also need to ensure you have cookies switched on.

We're also confident other browsers and operating combinations can be used to access the internet banking service.

When using the Internet banking, it is essential that the appropriate security settings are enabled. Please make sure that you have SSL 3 and/or TLS 1.0 switched on.

To turn on SSL 3 and/or TLS 1.0 in Internet Explorer or AOL 9:

  • Open the Control Panel (To do this, click on Start, then Settings and then Control Panel)
  • Double-click the 'Internet Options' icon (if you're using Windows XP you may need to first select 'Network & Internet Connections') Select 'Internet Options' at the bottom of the list of options
  • Click on to the 'Advanced' tab along the top of the window that opens
  • Scroll down to the 'Security' section Tick the box for SSL3
  • Ensure both 'Use SSL 2.0' and 'Use SSL 3.0' options are selected / ticked (click in the box (es) and ensure a tick is present)
  • Once the appropriate boxes are 'ticked' select OK to return to the Internet Options screen
  • Select 'File' and 'Close' to exit the Internet Options screen.

To turn on SSL 3 and/or TLS 1.0 in Firefox 2:

  • Click on “Tools” at the top of your browser
  • Select “Options” at the bottom of the list of options
  • Click on to the “Advanced” icon along the top of the window that opens
  • Click on to the “Encryption” tab
  • In the Protocols sections tick the boxes for SSL 3.0 and/or TLS 1.0

To turn on SSL 3, TLS1.1 and TLS1.1 in Opera:

  • Click on the 'Tools' Menu
  • Select 'Preferences...'
  • Click the 'Advanced' tab at the top
  • Select 'Security' in the left hand margin
  • Click 'Security Protocols...' button
  • Make sure 'Enable SSL 3', 'Enable TLS 1', and 'Enable TLS 1.1' are ticked
  • Click OK
  • Click OK again

back to top

Why am I logged out if I use the Back button?

The service has been designed in this way to protect your security as the back key is viewed as a potential security issue. As it stands, we believe the service we provide is extremely secure and more accessible to all our customers, including those with disabilities.

Instead of using the Forward and Back buttons on the browser toolbar, we ask you to navigate using the menu and links within the service itself.

back to top

It says I have entered the wrong security details. What do I do?

Contact the Customer service centre and they will be able to reset your details to allow you access online.

back to top

Can I apply online for an account?

Personal banking products: You can apply for most of our personal banking products online. From the Home page, select the product you require and click on 'Apply now'. You will then be able to complete an online application form that is sent securely to the bank.

back to top

Will I be charged to use Internet Banking?

There are no charges or fees, our online service is free, you won't pay any set-up charges or fees: only the call charge while you're on-line. You can check your call charge rates with your ISP.

back to top

Is it safe to use Internet Banking?

Yes, we have an extremely secure banking system, which means that Internet criminals cannot gain access to your accounts. To protect all our customers we use a range of strict security measures including the latest encryption technology. We are so confident in our systems, we’ve got a no risk policy.

Find out more about how we protect you and what you can do to help protect yourself and your pc.

back to top

How long can I see my records for?

You can view all your accounts online and see up to your last 12 months entries for non-visa accounts and the last 3 statements on visa accounts. Statements will be sent to you as usual by post, but you can print off statements whenever you want.

back to top

Still have an Internet Banking query unanswered?

If you still do not have an answer to your question, you may call 0870 600 0328 for further assistance on technical problems. Lines are open 9am to 7pm Monday to Friday and 9am to 6pm Saturday.

If your question is banking related please call Customer Services on 08457 212 212. Our lines are open 24 hours a day 7 days a week, 365 days a year.

back to top

Calls to 0845 numbers will cost no more than 4p per minute for BT customers. Calls to 0870 numbers will cost no more than 8p per minute for BT customers. Call charges from other companies may vary and you may want to check this with your service provider. Calls may be monitored or recorded for security and training purposes.

Guaranteed Fund. The reassuring way to invest. Find out more