PhoneBank®

Access and manage your accounts 24 hours a day, 7 days a week with PhoneBank, our easy to use Telephone Banking service.

See our user guideLearn more about Phonebank with our user gudie, PDF File, (opens in a new browser window).

What you can do

  • Call PhoneBank at any time on 0845 3 000 000.
  • Handle everyday banking on your personal current, savings and credit card accounts on the same call.
  • Pay bills and transfer money to any UK account* using our no-wait automated service.
  • and much more.

*If you’re sending money to a new recipient, you’ll need to speak to an adviser first to set them up as a payee.

PhoneBank

Call us on:

0845 3 000 000

(or 01733 347 007 if you're calling from the UK and don’t want to use our 0845 number)

    From abroad:

    00 44 1733 347 007

      From a textphone:

      0845 300 2281

        With our fast and simple automated service, you can:

        • 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

        How it works

        • 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.

        Lines are open 24 hours a day, seven days a week. †

        If you need to reach us from abroad or prefer not to use our 0845 number, you can call us on 01733 347 007.

        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).

        Here's what you can do using our Telephone Banking service

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

        • 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).

        Everyday banking made simple

        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. If you prefer not to use our 0845 number, you can also call us on 01733 347007. 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 #

        Adviser
        *0
        Balance
        1
        Recent Transactions
        2
        Transfer Money
        3
        Bill Payments
        4
        Direct Debits 5
        Standing Orders
        6
        Switch to Another Account
        7
        Other Self Service Options
        8

        If you select Other Self Service Options choose from:

        Search for a Transaction
        1
        Change your Security Number
        2
        Replacement cards or PIN numbers
        3
        Order Statement
        4
        To repeat this list
        #
        To return to previous menu
        *#

        Here are some of the most common instructions:

        Speaking
        Pressing buttons
        Yes
        1
        No
        2
        Cancel (to start over)
        *2
        Repeat (to hear the last step again)
        *3

        Tips for using our automated service

        Speaking instructions Using the keypad
        Try to call when there’s not much background noise. Make sure you’re using a touch phone.
        Talk at a steady pace, without shouting or speaking slowly. Don’t hold the buttons down for too long.
        Say amounts clearly and in normal terms. For example, “twenty-five pounds and thirty pence”. To give amounts, key in all figures but not decimal points. For example, ‘2530’ for £25.30.
        To give dates, clearly say the date and month. For example, “twenty-first July”. To give dates, key in all figures. For example, ‘2107’ for 21 July.

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

        Expert help whenever you need it

        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

        If you prefer not to use our 0845 number you can call us on 01733 347007.

        • 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.

         

        Managing your accounts

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

        Accessing products and services

        And more…

        • 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

        Mobile services

        Manage your money from your mobile 24/7.

        Internet Banking

        The ease and convenience of managing your finances online.