Updating your telephone contact details online

Why do I have to give my phone numbers?
We're going to be introducing some additional security measures to help keep you secure online. These improvements will mean that it’s important that we have as many of your up-to-date contact telephone numbers as possible.

How many telephone numbers can I give?
You can provide us with up to 3 telephone numbers. It's important that you provide as many telephone numbers as you can. We're going to be introducing some additional security measures to help keep you secure online. When this is introduced we need to be able to contact you to verify your activity.

What happens if I don't supply my phone numbers?
If you wish, you can choose to provide your phone numbers when you next sign in. It's important you do give us a number as soon as possible as we're going to be introducing some additional security measures and may need to contact you to verify your activity. If we're unable to contact you, we may suspend your access to protect your accounts.

Can I provide an international number?
Yes, you can register an international number with us in the work and home number fields.

You’ll need to:

• Give the International Access Code of the UK this is '00'
• Give the Country Code for the country that you live or work in e.g. for the USA this is '1'
• Give the Area Code (if there is one) e.g. for San Francisco this is '415'
• Finally, give your phone number

If you live in San Francisco USA, an example of your number would be 001 415 123000

International phone numbers can be entered in both the Home and Work fields.

International mobile numbers will not be accepted in the Mobile field.

If you wish to enter an international mobile number, please enter it into either the Home or Work field.

What do I do If my number changes?
You can update your telephone numbers, and add new ones online, from ‘my preferences’ in online banking.  A confirmation email will be sent to you after you have updated them.

I have a dial up internet connection; can I give my landline number?
If we verify your activity we'll need to be able to contact you whilst you are online.  You can provide up to 3 numbers - mobile, work and home - which should mean you are contactable wherever you are.

How will the security call work for dial up users?
If the number we call you on is engaged, the screen that allows you to select numbers will be presented enabling you to select again from the set of numbers you gave us.

How does additional security by telephone work?
In the event of any unusual activity, you will be contacted by telephone and asked to enter a code into the phone to proceed with your activity. In most instances however, you will see no interruption to accessing your accounts online, though you will still benefit from our improved fraud protection measures.

Will there be a charge for this service?
No, we make no charge, however your service provider may charge you if you are abroad.

What if I receive a call and my phone has no battery/ the battery is dead/ broken/ has no signal?
Our system will recognise when we’ve been unable to contact you.  The screen that allows you to choose a different contact number will be presented enabling you to select again from the numbers that you gave us.

What will happen if I get the code wrong?
If you enter the code wrong 3 times, your access will be suspended. We will then contact you within 24 hours.

What should I do if my access is suspended?
We will try to contact you by phone within 24 hours of being suspended, between 9am and 8pm. If we are unable to contact you by phone, we will write to you instead with further instructions.