The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

 

Reset your logon details

You can reset your password and memorable information online so you can log on again. If you don’t know your User ID, you can find that out at the same time.

Reset your logon details

Step by step guide to resetting your logon details

Enter your details

Step 1

We’ll need some details to find your account. If you don’t know your User ID, select the link under the box and we’ll ask about your account instead.

Do you need to change your password?

Step 2

We’ll ask if you want to change your password. You can choose ‘No’ if you don’t need to reset it.

Enter your new password

Step 3

If you chose ‘Yes’, you’ll enter your new password now. There are some tips to help you.

Do you want to change your memorable information?

Step 4

Now we’ll ask if you want to change your memorable information. You can choose ‘No’ here as well if you don’t need to change it.

Enter new memorable information

Step 5

If you chose ‘Yes’, you’ll enter your new memorable information here. The tips will help with this.

Verify your identity

Step 6

Now we’ll do a quick security check to make sure it’s you. Choose a number for us to call you on.

Authentication number

Step 7

You’ll get a 4-digit code on your screen. Then we’ll call you on the number you chose

Authentication validation

Step 8

When you answer the phone, we’ll ask you to read out the code or key it in using the numbers on your phone.

Reset completed

All done!

That’s it, you’ve updated your details. Now you can use them to log on.