Registration, viewing accounts and updating your details

Registering for the online service
Signing in for the first time
Adding accounts
Viewing your transactions
Account renewed
Removing accounts
Your sign in details
Remember my username
Forgotten your sign in details/ access suspended / locked out
Updating your sign in details
Updating your email address
Updating your postal address
Updating your name

Registering for the online service
I have an existing account:
To register for our online service with an existing account, just click ‘Start registration' under the 'New to Online' section on our sign in page.  You will then need to enter your account details and follow our simple on screen instructions.

I do not have an existing account:
If you don't have any accounts with us, you can register for our service as part of an online product application.  Just click 'Apply for a new account' under the ‘Useful info’ section on our sign in page.

To find out what you can do online, please check out our online demo.


Signing in for the first time
You'll need to have your username and initial temporary password to hand.  Enter these in the 'Username' and 'Password' fields of the 'Existing User' section on the sign in page, then click the 'Sign in' button.

When signing in for the first time, you don't need to complete the third field which asks for an answer to a security question, so leave this blank.

The next few screens you'll see will complete the registration process.  Here you provide the answers to some security questions, and you also have the opportunity to change your temporary password into something more memorable. Your password must be at least 6 characters long and contain letters and numbers, and cannot contain punctuation, symbols or spaces.

Your password and security answers are case sensitive, so once chosen you must always key them the same way in future.

The next time you sign in, you'll need to use your new amended password, and you'll also need to complete the third box answering the security question before you click 'Sign in'.

Why not  view our demo of how to sign in before you try it yourself.

If you have any problems signing in, or you've lost your new sign in details, just call our helpdesk on 08456 02 00 00 (24 hours).

Adding accounts to 'My accounts'
To view / manage your banking and savings accounts online, you need to add them to 'My accounts'.  To do this, from 'My accounts' click 'My preferences' then choose the option to add an account.  Select the product type you wish to add, supply the account details, then click the 'Add account' button.

As well as your banking or savings accounts, you can also add credit cards, certain Investments, Share Dealing & ShareBuilder accounts, mortgages, loans and any home, travel or car insurance policies that you hold with us.

Viewing your recent transactions
To view your bank account or savings account recent transactions, sign into the online service, and select the product you wish to view from 'My accounts'.  Your recent transactions will then be displayed.

To view your credit card recent transactions, sign into the online service and select your card account from 'My accounts', then from your 'Account summary' page, select 'Recent transactions' from the left hand menu.

Only accounts that have been added to 'My accounts' will be displayed.

Account renewed – You may see this on your recent transactions page or statements.  Your transactions are cleared once you reach 2,500 entries and you can no longer view these on your recent transactions page.  'Account renewed' will be displayed and a statement showing transactions up to the date of renewal will automatically be issued to you.

If you have an eligible account you can register for our Paper-free service where you can store your statements securely online for up to 2 years.

Removing accounts from 'My accounts'
If you have any accounts that you no longer wish to view online, select 'My preferences' from 'My accounts', then choose the option to remove an account.  Select the 'Don't display' radio button for the product you want to remove, then click the 'Remove accounts button'.

Please note that this just removes the account from showing on 'My accounts' and does not close the account.

If you remove an account that was set up for the Paper-free service, the mailing preference for that account will automatically revert to quarterly postal statements.

You can re-add any removed accounts to 'My accounts' at a later date if you wish.

Your sign in details
Your username, password and security answers are collectively referred to as your 'sign in' details.  You'll use these whenever you sign into your accounts, so never tell them to anybody else.

You can change your username and password at any time. The 'Updating your sign in details' section below tells you how to do this.  If you suspect anybody else knows them, change them immediately!
 
Our online demo shows you how to sign in.

Don't fall foul of the latest 'Phishing scam' emails – these claim to be from your bank, and may look very convincing, asking you to supply your sign in details.  We would NEVER email you asking for your sign in details, so don't respond to them.  Read more about phishing scam emails here.

If you ever suspect your sign in details have been compromised, call our helpdesk immediately on 08456 02 00 00 (24 hours).

Remember my username
You can make signing in even easier by ticking the 'Remember my username' box on the sign in page.

If you choose this, when you sign in your computer will automatically show your username, and you only need to enter your password and security answer.   This feature does not make your online access any less secure, but it should only be used on your own personal computer.  For more information, read our 'How we remember your username' page.

Forgotten your sign in details / access suspended / locked out
If you forget your sign in details or become locked out, you can reset your online access by clicking 'Forgotten sign in details/ access suspended' from the sign in page.

We'll then collect some additional information from you to confirm your identity, then provide you with a username reminder or new temporary password.

If we have your up-to-date email address we may be able to get you back online even quicker by emailing you a new password, rather than sending it by post.  See 'Updating your email address' below for more information.

Changing / updating your sign in details
Changing your password
You can change your password at any time from within the online service.  From 'My accounts' select 'My preferences' on the left of the page, then 'Change password'.

Choose something memorable known only to you.  Don't share it with anyone else or write it down.  It's good practice to change your password regularly, even if you think nobody else knows it.

Your password must contain at least 6 characters and use a mix of letters and numbers.  It can't be the same as your username or use spaces or punctuation. It's also case sensitive, so if you use upper and lower case letters you must type it in exactly the same way in future.

Changing your username
You can change your username at any time from within the online service.  From 'My accounts' select 'My preferences' on the left of the page, then 'Change username'.

Updating your email address
To update your email address, from 'My accounts' select 'My preferences' on the left of the page, then 'Change email address'.

It's important we have your up-to-date email address.  With it, we can help you get back online quicker if you become locked out.  We'll also use your email address to tell you about any changes to the online service, email you as a security check to confirm the creation of transfer mandates and confirm large transactions, and if you're registered for the Paper-free service, send you email alerts to let you know when there are documents available for you to view.

Our demo shows you how to change your details.

Updating your address
To update your address, complete the Change of address form and post it back to us.

If you’re an online user, a link to this form is also available online by selecting ‘My preferences’ from the ‘My accounts’ page.

Updating your name
To update your name, you’ll need to visit your local branch, taking with you your original name-change documentation (Marriage Certificate, Deed Poll, etc).