My post has been returned

If we cannot deliver a letter to your address and it’s returned to us, we'll let you know by text. There are lots of reasons post could be returned to us. Your address may have changed or there could have been problems with the postal service.

It's important you get in touch with us as soon as possible. If you have a joint account, you should also let the other account holder know your post has been returned.

If we don't hear from you, we'll need to restrict your account to keep it safe. This means you and any other account holder may not be able to use your card to make payments or access our other services. You can remove any restrictions by contacting us and following this guide.

Information: Any existing Direct Debits, standing orders or other regular payments will continue even if your account is restricted.


What happens if your account is restricted

If your account is restricted, you will not:


  • be able to use your card to make payments, neither in person nor online
  • be sent all your usual post from us, like your statements or new cards, at the address where your account is registered
  • be able to view your account(s) in the Internet Bank or Banking app
  • be able to access telephone banking.

How to keep your account open or remove any restrictions

It's really easy. You just need to confirm your address or change your address if you've moved.

Find out how we use your information

You'll need to contact us by the end of the date given in the text we've sent you. This will be around 3 working days from when it was sent.

If we don't hear from you, your account will be restricted to keep it safe. If this happens, don’t worry. We'll lift the restrictions when you get in touch to confirm or change your address. You’ll then be able to continue using your account as normal.

For joint accounts, whether we need to hear from both account holders or just one depends on when you get in touch. You can find out more on this page.

Confirm your address is correct

If you haven't changed address, and you believe we have the right address for you, please let us know. You can either visit us in branch with some photo ID or call us on 03457 30 20 11. Lines are open Monday to Saturday, 8am to 6pm. Closed Sundays and bank holidays.

If you call us, please state that you’re calling because your post has been returned.

Change your address if you've moved

The fastest way to change the address on your account is online through our Internet Bank or Banking App.

Update my address online

You can also either visit us in branch with some photo ID or call us on 03457 30 20 11. Lines are open Monday to Saturday, 8am to 6pm. Closed Sundays and bank holidays.

If you call us, please state that you’re calling because your post has been returned. If you ask to change your address, you’ll be directed to do this online.

What to do for joint accounts

If the date given in the text we sent you has not yet passed, only the account holder who has received the text from us needs to confirm or change the address. The other account holder does not need to contact us. We’ll then stop any restrictions being put on your joint account.

But if we do not hear from you by this date, and the restrictions have already been placed on your joint account, both account holders will need to get in touch.