PhoneBank®

• access your personal Current, Savings and Card accounts during the same call
• check your balance and recent transactions
• transfer money between your own and other UK bank accounts* 
• pay your bills* 
• cancel or hear details on your Direct Debits and set up standing orders*
• order foreign currency and travellers cheques
• apply for a loan - this service is available from 8am – 10pm, 7 days a week
• order a debit card or replacement PIN
• book an appointment at a branch of your choice

• Call 0845 3 000 000 whenever you need to manage your money.
• Say or key in your account number, sort code and two digits from your security number.
• Choose the service you want from the options given.
• If you don't have a security number, register today by calling 0845 3 000 000. You’ll need your account number and sort code. We'll send you your six-digit security number in the post.

To make the most of our Telephone Banking service you will need to have a 6-digit Security Number. If you don’t already have a Security Number, call us on
0845 3 000 000 and one of our friendly Telephone Banking advisers will send yours in the post.

• When you call us to register you’ll be asked to enter your 8 digit account number and 6 digit sort code, these can be found on your Debit card or a recent statement.
• You’ll then be asked to enter your date of birth, just say this naturally
• Then, you’ll be asked to confirm your identity by entering the 3 digit security code from the back of your Debit Card
• If you don’t have a debit card we’ll just transfer you to speak to an adviser

1.    You can hear your account balance(s)
2.    Listen to your recent transactions
3.    ….or in your own words just tell us what you want to do. – Here just say something like “I’d like to register” or “I’d like a Security Number”

 
Remember – we’ll never call, email or ask you to give your Security Number in full. Don’t tell it to anybody.

All this information is available in our detailed Telephone Banking user guide.

If you need to call us from abroad or prefer not to use our 0845 number, you can also call us on 01733 347007.

If you have a hearing or speech impairment you can use textRelay (previously Typetalk) or Textphone on 0845 300 2281 (lines are open 24 hours a day, 7 days a week).

Our automated service is fast and easy to use, letting you take care of your day-to-day banking at a time and place that suits you. And there’s no need to queue.

Call 0845 3 000 000. We'll ask you for your account number, sort code and 2 digits from your Security Number and we may also ask you for your date of birth. Once we've confirmed your identity, you're then ready to go - we've included some information to get you started below.

1.    Account Balance(s)

You’ll be given the chance to hear the balance on the account you entered at the start of the call or if you want the balance on any of your other accounts just say “Balance” or choose option 1 at the menu.  You’ll then be asked to choose the account.

2.    Recent transactions

To hear a list of your most recent transactions just say “Recent transactions” or choose option 2 at the menu.  You’ll then hear a list of your most recent transactions in groups of three, with options to hear more.

Our automated service gives transactions in the following order:

• Date
• Transaction type (Debit, Credit etc)
• Amount

If you’ve been fully verified by a Security Number or Password, you’ll also be told who the payment was to or from (Tesco, BT, Sky etc).

3.    …or just tell us what you’d like to do

Option 3 is up to you – just tell the automated service, in your own words, what you’d like to do. Below are a few examples:

•  “I’d like to transfer money”
•  “I need to pay my gas bill”
•  “I’d like to cancel a Direct Debit"
• “I’d like to talk to someone”

4. Other services available 

Here is a complete list of all the services available, to hear this list just press #

If you select Other Self Service options choose from:

Here are some of the most common instructions:

To make the most of using our Telephone Banking service you can download a version of our User Guide using the link below.

With PhoneBank® you can also speak to an adviser at a time that suits you, 24 hours a day, 7 days a week. Just say in a few words  what you’d like help with or what you want to speak to an adviser about and our automated service will transfer you to the most suitable adviser who can help you. You’ll find some examples below;

0845 3 000 000

• You’ll be asked to enter your 8 digit account number and 6 digit sort code, these can be found on your debit card or on a recent statement.
• If you enter a joint account number you’ll also be asked to enter your date of birth, just say this naturally.
• Then, you’ll be asked for 2 digits of your Security Number. Remember - we'll never call you, email you, or ask you to give your Security Number in full.
• You’re now ready to go.

1.    You can hear your account balance(s)
2.    Listen to your recent transactions
3.    …or just tell us what you’d like to do - Option 3 is up to you – just tell the automated service, in your own words, what you’d like to do. Below are a few examples:

•  “I’d like to make an appointment”

• “I need to order a new PIN for my debit card”

• “I’d like a loan”

• “I’d like to talk to someone about opening a new account”

Our automated service will then transfer you to one of our friendly, experienced advisers.

It will also transfer all your details you entered above, so our adviser will know who you are so you won’t need to repeat the information again.

• Set up or amend standing orders.
• Order a debit card or replacement PIN.
• Arrange, change or cancel your overdraft.

• Apply for a loan – this service is available from 8am–10pm, 7 days a week.
• Order foreign currency and travellers cheques for delivery or in-branch pick up.
• Send money abroad.

• Register for Internet Banking and mobile banking
• Arrange an appointment at the branch of your choice
• To make the most of using our Telephone Banking service download the PDF version of our user guide below