In the news

Pre-notification of upcoming changes

17th November 2021

Following the recent improvements we’ve made to our Internet Banking Service, we’re making some changes which in turn mean we’re updating our Personal, Non Personal and Internet Banking Terms and Conditions.

We’ve also taken this opportunity to tidy up our existing Personal, Non Personal and Internet Banking Terms and Conditions to make them clearer, without changing their meaning. The updated versions will go live on 25 January 2022.

We’ve written to our customers outlining these changes. You can view a copy of the letter here. Please find information around the main points below, followed by a Frequently Asked Questions section that you may find useful.

Removal of fax

From 25 January 2022 we’ll be turning off our fax machine. This means we’ll no longer be accepting any form of instruction, payment or otherwise, through this means of communication.

Customers can log in to Internet Banking and make payments, or bulk payment requests, and as this is a much more secure and safer way to make payments, we’d like our customers to use this channel going forward.

Customers can still contact us by phone, email, by writing to us or via secure message within Internet Banking.

Reductions in statement frequencies and a reminder to go paper-free

We’ll no longer be offering shorter statement frequencies – daily, weekly and fortnightly. Customers who currently receive a statement at these intervals will be moved to monthly statements on 25 January 2022.

We’ve reminded customers that they can use our Internet Banking Service to view transactions at any time of the day or night, as well as to download transaction lists for specific date ranges.

Paper-free statements

Customers can view their statements through Internet Banking and we send an email notification that a statement is ready to be viewed. Please make sure we hold a valid email address for you. Choose paper-free by logging into Internet Banking. Customers not yet signed up for Internet Banking can sign up by clicking on the Log in button in the top right hand corner and then click on the Register here text link from the Log in page.

A reminder about the Financial Services Compensation Scheme (FSCS)

Finally, we’ve included in the letter our annual reminder of the protection provided under the Financial Services Compensation Scheme (FSCS).

For more information about FSCS, please visit fscs.org.uk.

Frequently asked questions (FAQs)

I’ve received my letter, what do I need to do?

You don’t need to act on this communication. However, if anything we’ve communicated impacts your account and you’d like to close it, you can do so without any additional charges before 25 January 2022. Contact us in the normal ways to do so.

I didn’t receive a letter, what did it say?

The content of the letter is outlined above. If you didn’t receive a copy in the post it will be because someone else, such as a professional adviser, received it on your behalf. You can view a generic version of the letter here.

When will the updated Terms and Conditions be available?

The updated Terms and Conditions will be available on the website from early December. They don’t come into effect until 25 January 2022, so will be more widely available on all relevant pages of the website from that date.

What if I send you a fax after 25 January 2022?

If you send us a fax to any of our existing fax numbers after 25 January 2022 we won’t receive it. You should receive an error message confirming this. If you send us a fax after this date by mistake, please re-send your instruction in another way but preferably via Internet Banking.

I need statements more frequently than monthly, what can I do?

Your transaction history is available 24/7 via our Internet Banking site and these can be downloaded for specific time periods as and when you need them.

How do I sign up to go paper-free?

Please log in to your Internet Banking and go to ‘Statement preferences’ in the Account services menu on the left, where you can choose to go paper-free. If you don’t yet have Internet Banking access you can call us to request to go paper-free. Please have your PAC code to hand before calling.