Online Banking FAQs

Balances FAQs

• What is my 'Balance'?

  The account balances you get on Online, Mobile and Phoneline Banking are your statement balances at that time, with the exception of the accounts below.

  Balances for your Credit Cards and Asset Finance Account balances are updated up to close of business on the previous banking day.

  The balance includes cheques that have not yet cleared, but will not include any pending transactions that you have authorised which have not yet been debited from your account.
  

• What does 'Available Funds' mean?

  Available Funds’ is the amount you can transfer or withdraw from your account.

  If you have an agreed overdraft limit with us, your 'Available Funds' will not include the amount of your overdraft, however you can still use the funds from your overdraft limit when transferring or withdrawing from your account. The amount of your overdraft limit will appear underneath your 'Available Funds'

  Pending Transactions that you have made but have not yet been taken from your Account may reduce your Available Funds, as will any uncleared amounts paid into your account such as cheques.
  

• Can I transfer or withdraw all of my ‘Available Funds’ using Online, Mobile and Phoneline Banking?

  The amount you can transfer or withdraw using Online, Mobile and Phoneline Banking is subject to transaction limits. Details of our transaction limits are available here.

  Depending on the type of account you have, you may have to pay transactions fees for some transfers or withdrawals on Online, Mobile and Phoneline Banking. Details of these charges are in our price list, which is available in branch or on our website here.

• What are ‘Pending Transactions’?

  The ‘Pending Transactions’ screen displays Visa debit card transactions which you have made but have not yet been debited from your account.

  Most Visa debit card transactions are debited within several days, however, the timeline can be different for each transaction depending on how the retailer/merchant processes it. As a result, there may be some Visa debit card transactions which you have made that are not displayed on this screen.

  Simply call us 24 hours a day, on 028 9024 1822 or +44 28 9024 1822 (from outside the UK). We’ll be happy to answer any questions you have about Visa debit cards.

Direct debits FAQs

You can now view your direct debits online and cancel those that are no longer required.

• What is a direct debit?

  A direct debit is an agreement between you and the organisation you are paying, which allows them to take money out of your account at regular intervals. The organisation will set this up and can alter the amount paid, as long as you have been given advance notice of the collection amounts and dates. There is an industry guarantee on Direct Debits ‘The Direct Debit Guarantee’. 
  Click here for further information

• What are the fees associated with direct debits?

  The direct debit view and cancel functions on Online Banking are available free of charge.

• What is displayed when I select the 'direct debit' option?

  You will be presented with a list of all your active direct debits. These will show the Receiver name and Receiver reference, Last Paid Date, the Amount and the Frequency. You will also have the option to view more information or cancel the direct debit.
  You will also have the option to view direct debits you have cancelled within the last six months by selecting the ‘Inactive' on the Direct Debits screen.

• Can I set up a direct debit using Online Banking?

  No, you cannot set up a direct debit using Online Banking. To set up a direct debit, contact the organisation you are paying to arrange for a direct debit to be set up.

• Can I amend a direct debit using Online Banking?

  No, you cannot amend a direct debit using Online Banking. To amend a direct debit, contact the organisation you are paying and they should be able to process the amendment for you.

• How do I view all the details of an active direct debit on an account?
  • Click on 'Pay & Transfer' from the top of the screen.
  • Then select 'Direct Debits' from the drop down menu.
  • A list of all your active direct debits will be displayed. Please select the 'Details' button for more information about a specific direct debit.
• How do I cancel a direct debit using Online Banking?
  • Click on 'Pay & Transfer' from the top of the screen.
  • Select ‘Direct Debits’ from the drop down menu.
  • All your active direct debits will be displayed.
  • Select the 'Cancel' button beside the direct debit you wish to cancel.
  • Details of the direct debit you wish to cancel will be displayed, and a message asking that you check to ensure all the details are correct before proceeding with the cancellation.
  • Once you select 'Confirm' you will then be returned to the confirmation screen with the message 'Your Direct Debit has been cancelled successfully'.
  • You will also need to send a direct debit cancellation request in writing to the Originating Company.
• How do I cancel a direct debit using Mobile Banking?
  • Log into your Mobile Banking app
  • Click on ‘Pay and Transfer’ in the menu
  • Select direct debits
  • Select the direct debit you wish to cancel and select ‘Cancel direct debit’
  • Once you select ‘Confirm’ you will see a confirmation message.
  • You will also need to send a direct debit cancellation request in writing to the Originating Company.
• How long does it take to cancel a direct debit using Online or Mobile Banking?

  Please allow one banking day for a direct debit cancellation.

• Why are certain details missing on my list of direct debits?
  • The ‘From account’ field will be blank if you have not added the account to view on Online Banking. The account can be added via the 'Add an Account' option within the 'Services & Settings' menu on Online Banking.
  • The ‘Frequency’ field will be blank if there has only been one payment made from your account or if the originator has not yet claimed a payment.
  • The ‘Last Paid Date’ field will be blank if the originator has not yet made a claim from your account. 
• How do I initiate a Direct Debit Indemnity Request?

  Personal Banking Customer can call into a local branch where a member of staff will help them, or they can call 0345 600 5925 where a member of staff will support with their request.

  Business Banking Customers can call a customer service adviser on 0345 600 5925 who will help with their request.