Useful answers for common banking questions
These answers provide general guidance. Product terms, eligibility and available actions can vary, so contact us when you need help with your specific account.
Accounts & access
Start with how you expect to use it: everyday payments, regular saving, business activity or international needs. Our team can explain the main features and eligibility requirements.
We may ask for identity and address evidence, contact details, tax residency information and details about the expected use of the account. Business applications may require ownership and trading information.
Check that your connection and browser or app are up to date, then use the available recovery journey. Never share passwords, passcodes or one-time security codes with anyone.
Cards & payments
Contact us promptly so the card can be restricted. Review recent transactions and tell us if anything is unfamiliar.
Transfers can move quickly and may not be reversible. Contact us immediately with the payment details; we will explain the options available.
Some merchants first reserve an amount and complete it later. Pending times vary. If it remains longer than expected, contact the merchant and then speak with us.
Security & fraud
No legitimate member of staff should ask you to disclose a full password, PIN or one-time passcode. Stop the conversation if a request feels unusual.
Review the merchant details, check with other authorised users and contact us promptly if you still do not recognise it.
Pause before paying, verify requests using a trusted contact method and never move money because a caller says your account is unsafe.
