How to use Telephone Banking

What is Telephone Banking?

Telephone Banking is an automated service that allows you to manage your account by phone, 24 hours a day, 7 days a week from home and abroad. All you need to be able to access the service is to register for a Telephone Banking passnumber. Register now.

What is a Telephone Banking passnumber and why do I need one?

We take your security very seriously, so your passnumber will allow you to complete security checks, so we can be sure its really you if you need to speak to us.

Depending on the type of account you have, your passnumber can also give you full access to our automated service.

You can register for a passnumber today, all you need is your account number to hand.

How does it work?

Whenever you call us, you need to us who you are by entering one of the following:

  • Your customer number,
  • Your 16-digit debit card number (not a credit card) or
  • Your account number (current, savings, mortgage or personal loan)

You will then be asked to enter random digits from your Telephone Banking passnumber to complete security. Once completed you will hear the main menu to the automated service where you can either choose an option or tell us in your own words what you would like to do.

If your account(s) doesn’t have access to the automated service, your passnumber will allow you to fully complete security checks meaning that once you get through to an adviser, they’ll know its you and can immediately start helping you with your query.

What can I do in Telephone Banking?

You can:

  • Find out the balance on your account
  • Hear the last six transactions on your account, debits and credits
  • Make internal transfers to accounts held in your name (excluding a Nationwide Credit Card)
  • Request a pin reminder for card-based accounts
  • Change your Telephone Banking passnumber

Register for telephone banking

You’ll need your account number, so please have this to hand.

Register now

Need a hand?

For security reasons you’ll need to register for telephone banking again.

Give us a call and speak to one of our advisors. 

Current Account general enquiries (except FlexDirect and FlexPlus)

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

FlexPlus general enquiries

0800 11 88 55 (UK)
+44 1793 54 12 00 (Abroad)

You’ll need to enter your current passnumber before it can be changed.

Please remember:

  • Never to write your passnumber down or share it with anyone else
  • To memorise your passnumber when you receive it, then destroy our letter so nobody else can see it
  • For security reasons, some number combinations aren't allowed (e.g. 123456)

You can also change your passnumber in the Internet Bank and Banking app.

Give us a call and speak to one of our advisors. 

Lost or stolen (FlexAccount, FlexOne, FlexStudent, FlexGraduate, FlexBasic)

0800 055 66 22 (UK)
+44 1793 65 67 89 (Abroad)

Lost or stolen (FlexPlus)

0800 11 88 55 (UK)
+44 1793 54 12 00 (Abroad)

Lost or stolen (FlexDirect)

0800 055 66 22 (UK)
+44 1793 65 67 89 (Abroad)

Not yet registered for Telephone Banking?