Welcome to our new website:

explore how we've made it better and simpler for you. Read about the changes to our website

Check your account balance

Make sure there’s enough money in your account for the payment. You can check your balance:

  • in the Banking app
  • using the Internet Bank
  • at a cash machine
  • in branch.

Information:

We’ll replace damaged cards free of charge. If your credit or debit card is broken or damaged, just give us a call.


Paying in a shop or withdrawing cash

There could be an issue with the shop’s card machine or the cash machine. If you're using contactless or Chip and PIN, you could try the following options.

Contactless payments

Try using Chip and PIN instead. You'll need to use Chip and PIN:

  • when you’re using a new contactless card for the first time
  • if you’re making a payment of more than £45
  • every now and then as a security check.

Chip and PIN payments

Make sure you’re putting in the right PIN. If you can’t remember it, you can request a PIN reminder in the Internet Bank or over the phone.


Locked PIN

We’ll lock your PIN after it’s been entered incorrectly 3 times, just in case someone else is trying to use your card.


Online payments

Check you’re entering the right card details.

You might be asked to enter the:

  • long card number
  • expiry date
  • account holder name
  • 3-digit security code (also called a CVV) on the back of your card.

If your card is still not working

Contact us and we’ll look into it for you.

Debit cards

7 days a week, 8am to 6pm.

UK: 03457 30 20 11
Abroad: +44 1793 65 67 89

Credit cards

Monday to Friday, 8am to 8pm.
Saturday, 8am to 8pm.
Sunday, 9am to 5pm.

UK: 03456 00 66 11
Abroad: +44 2476 43 89 97