Mobile alerts

Improvements to our overdraft service

From the 27th of November, we are improving our overdraft alerts service. Alerts help you manage your money and avoid charges by reminding you when you need to pay cleared funds into your account. They can also help you avoid going into an unarranged overdraft. You will be automatically enrolled into our updated alerts service if we have an up to date mobile number for you. You can check the number we have for you - or provide one - through Internet Banking, in a branch, or by calling us on 0345 300 0000.

Opting in and out of these alerts is free. You’re able to customise or opt out of these text alerts now, that way you will be ready as soon as we launch the new service. We won’t be able to action your opt-out instruction if you use the old number and you may also incur mobile charges.

Arranged overdrafts

To help you minimise charges we’ll let you know by text when:

• You have less than £50 left in your account.
• You're about to use or you've started using your arranged overdraft.
• We’ve started to charge you for using an arranged overdraft.

To stop these alerts, text STOPA to 61112 or to opt back in, text STARTA to the same number.

Unarranged overdrafts

To help you manage your balance we’ll let you know by text when:

• You are within £50 of using an unarranged overdraft
• You need to pay money in the account to cover a standing order
• We refuse a payment
• You’re about to use or have started using an unarranged overdraft.

To stop these alerts, text STOPU to 61112 or to opt back in, text STARTU to the same number.

You can stop all overdraft alerts by texting STOP to 61112 or to opt back in, text START to the same number. Stopping alerts may mean you incur avoidable costs. Your preference to opt in or out of alerts will be applied to all your accounts.

If you have a Youth / Islamic / Basic account, we will only send you unarranged overdraft alerts.

We will also send you text alerts when:

• We are asked to change your phone number
• You set up a new person or company to receive a payment or
• We need to speak to you before we make a payment
• We suspect any fraud related activity.

You cannot stop these alerts.

Whilst these new changes will be introduced from the 27th of November, you are able to opt-in and out of these new alerts anytime using the numbers above.

Until these changes are introduced...

You’ll continue to receive our existing range of alerts if we hold a mobile number for you and you haven’t opted out.

It’s important to monitor your account regularly to make sure you have enough funds to make any payments due. Our mobile alerts service offers a simple way to stay on top of your finances without even having to think about it.

There is no registration process so if we have a mobile number for you, we’ll automatically let you know when:

• You’ve started using your overdraft and are being charged. You will only receive this message once when you are first charged for using your overdraft. You have until midnight to pay in enough to avoid future daily overdraft fees. The money needs to be immediately available to use, so you could transfer money from another personal account you have with us via Mobile, Internet or Telephone Banking or pay in cash over the counter in branch.
• You’re nearing your limit. We’ll send a message when your balance falls below £50.
• You don’t have enough to pay a standing order. If you’re able to move your money from other accounts, you will have until 2.30pm (UK time) to pay in cleared funds in order to make any payments.
• You’ve reached your limit. You will only receive this message once when you first reach your limit and have zero available funds.

You can receive mobile alerts abroad, but please check with your service provider for any charges you may incur.

You can check if we have a valid number for you - or set one up - through Internet Banking, in a branch, or by calling us on 0345 300 0000. If you don’t want to receive alerts you can text STOP to 63338 to opt-out. Using this number will only opt you out of the current alerts service.

If you opt-out you may miss important messages about your account so make sure you keep track of your balance and regularly check your statements through mobile banking, internet banking or phone banking.

Text requests

Order requests

Order a replacement cheque book or a paying-in book from your mobile. It’s faster and easier than visiting a branch, and will only be charged at your standard network rate.

You don’t need to register for text alerts to place an Order Request. Follow the instructions below and we’ll send you a message back to let you know we’ve received it.

1. Send a text to 61119
2. Include these details:

• To order a cheque book: CHQ (space) your 6-digit sort code (space) your 8-digit account number. For example: ‘CHQ 123456 12345678’.
• To order a paying-in book: PIB (space) your 6-digit sort code (space) your 8-digit account number. For example: ‘PIB 123456 12345678’.

If we have any questions about your order we’ll send you a message asking you to resend the details.