New security procedure

1. What is the new security procedure?

When you set up a new recipient, bill payment or standing order, we may call you to make sure the instruction is genuinely coming from you. All you'll need is a telephone near you. You'll be able to choose which number we call you on, provided it's a number we already hold for you. You'll receive an automated call asking you to confirm details about your transaction and then to enter a four digit number that will appear on your computer screen into your telephone keypad.

Please make sure your contact details are up-to-date: log on to Internet Banking, then select Personal Details from the left-hand menu.

2. Why are you making this change?

We're constantly improving our security to prevent online fraud and this is a new measure to make you even safer online. If a fraudster acquires your login details and gains access to your accounts, they are unlikely to have access to your phone as well. Without your phone, they won't be able to transfer money away from your accounts.

3. Will I need to have my phone with me every time I want to make a payment?

No, you will only receive a phone call when you create a new beneficiary, set up a new standing order or a new bill payment.

4. You don't hold any numbers for me, so how can I set up a new recipient?

You will need to update your contact details before being able to set up a new recipient (new telephone numbers entered may take up to 14 days to become active).

Offshore PhoneBank members can set up new recipients by calling us on 0845 850 3355 (+44 (0) 1539 736626) (calls may be recorded).

If you would like to register as a PhoneBank member, please call +44 1539 741 478 for details.

5. What type of telephone number can I be called on?

We can call you on any number in the UK as long as it's not a premium number (e.g. starting with 09). We can also call you on any international number.

6. Why is this method different to that used by other banks, for example a card reader?

Many UK banks are relying on a token or card reader, meaning that customers need to carry a device with them to perform transactions. Whilst these methods are equally effective, we believe that receiving a phone call from us on a number of your choice is a more convenient way of making you more secure.

7. If I update my telephone number online will I be able to use this number immediately?

For security reasons, we're only able to call you on numbers we already hold. New telephone numbers entered may take up to 14 days to become active. If we don't hold any other numbers for you that you can use you will be directed to our telephone support team who'll be able to assist you.

8. I received a call asking me to confirm an instruction I did not set up, what do I do?

Please call our PhoneBank team on 0845 6030955 or (+44 1539 741478 from overseas) who are open 24/7. Calls may be recorded.

9. Will there be a charge for this service?

No, however your mobile service provider may charge you for receiving the call if you are abroad.

10. I have a disability that may prevent me from using this service, what can I do?

To use this service you will need to be able to receive a call from us, confirm details that are relayed to you and then enter a four digit number into the telephone keypad which will be displayed on your computer screen. If you are unable to do this then please visit your local branch or contact us by textphone on +44 1624 640719.