Changes to how you access and use Online Services


Over the coming months, to keep your online banking even more secure, we’ll be making some changes to our Online Services. This is to get ready for new banking regulations that will apply from 14 September 2019.


Don’t worry, these changes won’t happen straight away, but when they do they will apply to how you login and make payments.

  • Changes to how you login to Online & Mobile Banking

    From August 2019 onwards, when you login, you may be asked for additional security, as well as your current login details. This extra security layer is known as Strong Customer Authentication (SCA). This enhances how we verify your identity and helps fight fraud and further protects your digital banking and payments.

    When we launch this, you’ll need to download the latest version of our Mobile App. You can then set up your mobile phone to complete security for your Mobile Banking and Online Banking logins. Alternatively, if you do not have a smartphone, you can use a Card Reader to do this.


    We’re here to help. When the time comes to make the changes, we’ll guide you through the steps you need to take on your Online or Mobile Banking screens.


    To make the set up easier, please make sure we have your up to date mobile phone number. You can review or update this on Online Banking, or you can call into your local branch with your ID.

  • Removal of Code Card from 3 September 2019

    From 3 September 2019 you will no longer be able to use a Code Card. If you currently use a Code Card you’ll need a Card Reader instead. You can order a Card Reader through the ‘Services & Settings’ section on Online Banking, or by contacting our Customer Services team on 0345 6460207.

  • Changes to how you set up new payees through Online & Phoneline Banking

    From August 2019 onwards, you will need to use a Card Reader to set up any new payees and bills or to amend any payees you had previously saved, and also to make one-off payments through Online Banking.

  • Changing your Personal Access Code (PAC)

    From August 2019 onwards, if you need to change your PAC, you will only be able to do this on Online Banking, or through Phoneline Banking by selecting the option to speak to one of our Customer Services team.

  • Changes to Third Party Provider Services

    Last year we let you know that you could allow authorised third party providers (TPPs) to access your online accounts. You could either consent to these TPPs by confirming your Online Security Details with us when redirected to our online platform by the TPP, or by sharing your Online Security Details directly with the TPP.

    From 14 September 2019 these new regulations mean that TPPs you have shared your Online Security Details directly with will no longer be able to access your accounts. We have updated our Terms and Conditions to reflect that you should no longer share your Online Security Details, and for your own peace of mind you may wish to change your Personal Access Code. TPPs who you have authorised through our online platform can continue to access your accounts in this way.

    We’ve also made changes so you can allow a Card Based Payment Instrument Issuer (CBPII) to request information about the availability of funds in your online payment account.

    It’s your choice to use these services, and we want to make sure you have the information you need to decide if they are right for you. We’ve updated our website with more information which you can read at



Updated Terms and Conditions – effective from 21 August 2019

The changes we are making to our Terms and Conditions are outlined in the summary leaflet. You should take some time to read these, and keep them for future reference. Updated Terms and Conditions reflecting these changes will be available here and in any of our branches, or if you would like to get in touch we will be happy to post a copy to you. If you continue to use your Online Services after these amendments take effect on 21 August 2019, we’ll take it that you have accepted these changes. If you do not want to accept the changes you can contact us to cancel your access to Online Services at any time.

Important fraud and security notification

In any of our email, phone, or text communications we will never ask you for security codes or to transfer money out of your account.

We want to help you understand more about how to protect yourself and your bank accounts from fraud.

Fraudsters might try to get you to share your personal or banking details by pretending to be someone you know or trust -even a member of bank staff. We won’t follow up this letter with a phone call to ask you to do anything, though we may occasionally call you to ask for feedback on our products and services. For more security advice visit our secure website –



For more information

If you’re under 18 you may need to discuss this with a parent or guardian.

You can find out more about SCA on our website or by phoning our Customer Services team on 0345 6460207. We’re open from 9.00am-5.00pm Monday to Friday (excluding bank holidays). We may record your call for training or quality purposes.

If you don’t currently use our Online Services, there’s no need for you to take any action.

If you’re a credit or debit card user and/or an iBusiness Banking customer, we’ll also let you know of any changes to those products and services over the next few months.