Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Voice ID
Extra security using your voice
- Simple to set up and use.
- Confirm your identity using your voice.
- Once set up you won't need to remember extra security information.
You can use Voice ID if you are eligible and hold a bank, savings, or credit card account with us.
To set up Voice ID
- Phone us on 0345 850 2808 to set up Voice ID. Remember to have your account details to hand.
- We’ll confirm your identity in the usual way.
- We'll then ask you to repeat the passphrase "My voice is my password" several times.
- All done. We will create your own voice print. You can use Voice ID the next time you call us.
Contact us through our app
Mobile Banking app
Scan to download
- Join our 7 million app users.
- Secure log on with a fingerprint or Face ID.
- Stay up to date with notifications.
Voice ID explained
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All you need to do is call us and enter you details as usual. We will then ask you to say the phrase "My voice is my password" to access your accounts. It is as simple as that.
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Voice ID looks at over 100 different aspects of your voice. These are like your fingerprint and are unique to you. It even recognises you if you have a cold or sore throat.
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Call us on 0345 300 0000 and tell us what you’d like to do.
•Using our automated service, you’ll be able to:
•Get balances on your account, including recent transactions and pending payments.
•Transfer money and pay your bills.
•Check out cancel or change Direct Debits
•Look at change or cancel standing orders.
•Switch to another account including linked business accounts.
•Order replacement card or PINs, statements or a cheque or paying in book.
•You can hear a list of the services available within our automated service by using touch tone.
What would you like to do?
Touch tone option
What would you like to do?
Balances
Touch tone option
One
What would you like to do?
Recent transactions
Touch tone option
Two
What would you like to do?
Transfer money
Touch tone option
Three
What would you like to do?
Pay a bill
Touch tone option
Four
What would you like to do?
Direct Debits
Touch tone option
Five
What would you like to do?
Standing orders
Touch tone option
Six
What would you like to do?
Switch to another account
Touch tone option
Seven
More options
Eight
More options
Search for a transaction
Eight
One
More options
Change your security number
Eight
Two
More options
Replacement card or PIN
Eight
Three
More options
Order a statement
Eight
Four
More options
Order a cheque book
Eight
Five
More options
Order a paying in book
Eight
Six
More options
To repeat this list
Eight
Hash
More options
Return to previous menu
Eight
Star followed by hash
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We store and protect your Voice ID data. We do this in the same way that we securely store all our customer data.
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It may be possible for you to set up Voice ID even if you have a speech impairment. For Voice ID to work we need at least three strong recordings of your voice as you repeat the passphrase.
We don’t recommend setting up Voice ID if you use a voice box or speech synthesiser. They might be a security risk as some speech synthesiser machines have the same voice.
If Voice ID is not right for you, please let us know.
Can someone else access my account with my permission?
Since your voice is unique, someone else won’t be able to use Voice ID on your behalf. To protect yourself - don’t share your security number or security details with anyone else.