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What is the new security procedure?
When you set up a new recipient, credit card payment or standing order, we may call you to make sure the instruction is genuinely coming from you. All you’ll need is a telephone near you. You’ll be able to choose which number we call you on, provided it’s a number we already hold for you. You’ll receive an automated call asking you to confirm details about your transaction and then to enter a four digit number that will appear on your computer screen into your telephone keypad. The whole process will take less than a minute and you can see it on our demo.
Please make sure your contact details are up-to-date: log on to Internet Banking, then select Personal Details from the left-hand menu.
Why are you making this change?
We’re constantly improving our security to prevent online fraud and this is a new measure to make you even safer online. If a fraudster acquires your login details and gains access to your accounts, they are unlikely to have access to your phone as well. Without your phone, they won’t be able to transfer money away from your accounts.
Will I need to have my phone with me every time I want to make a payment?
No, you will only receive a phone call when you create a new beneficiary, set up a new standing order or a new payment to a credit card.
You don’t hold any numbers for me, so how can I set up a new recipient?
Unfortunately, if we don’t hold any number for you, you will need to call us on 0845 300 2752 (from abroad +44 1733 347 636) so we can set up the instruction for you. However, please make sure that you update your Personal Details for future use (in Internet Banking select Personal Details in the left hand menu).
If you are an International Current Account customer, please contact us on 0845 603 0955 (from abroad +44 1539 741 478). Calls may be recorded.
What type of telephone numbers can I be called on?
We can call you on any number in the UK as long as it's not a premium number (e.g. starting with 09) We can also call you on any international number.
Why is this method different to that used by other banks, for example a card reader?
Many UK banks are relying on a token or card reader, meaning that customers need to carry a device with them to perform transactions. Whilst these methods are equally effective, we believe that receiving a phone call from us on a number of your choice is a more convenient way of making you more secure.
If I update my telephone number online will I be able to use this number immediately?
For security reasons, we're only able to call you on numbers we already hold. New telephone numbers entered may take up to 14 days to become active. If we don’t hold any other numbers for you that you can use you will be directed to our telephone support team who’ll be able to assist you.
I received a call asking me to confirm an instruction I did not set up, what do I do?
Please call our fraud prevention team on 0800 917 7017 (from abroad +44 207 481 264) who are open 24/7. Calls may be recorded.
Will there be a charge for the service?
No, however your mobile service provider may charge you for receiving the call if you are abroad.
I have a disability that may prevent me from using this service, what can I do?
To use this service you will need to be able to receive a call from us, confirm details that are relayed to you and then enter a four digit number into the telephone keypad which will be displayed on your computer screen. If you are unable to do this then please visit your local branch or contact us by textphone and we will arrange the payment for you.
I set up a new recipient but didn't get asked to go through the new security procedure, is this normal?
Yes. To ensure a smooth implementation, we're rolling out this new feature to our customers gradually so you may not have been asked to go through our new security procedure yet.
