Tackling fraud and financial crime together

We’re legally obliged to make sure customer documents, data or information are accurate and up-to-date. It ensures we can support you as a customer, keep your account safe and fight fraudulent behaviour. 

We’re legally required to regularly check that the information we hold about you is accurate and up-to-date. 

We’ll use the information to confirm that our records are accurate and up-to-date. We’ll verify the information by checking against a variety of data sources. We’ll only use the information provided for this task and won’t be used for any credit searches or commercial activity.

We have policies and procedures in place to make sure that the information you provide, whether electronic or paper, is stored securely.

We must ensure that we meet our legal and regulatory obligations. You will be informed of what this will mean for your business via phone, email or letter.

Calls to the helpline will be charged at local rates from UK-based landlines.

Calls from overseas can be made to 0080033335001. Charges to overseas number will vary. 

* If you are calling from Australia please include 0011 as a prefix (001180033335001)

* If you are calling from USA please include 011 as a prefix (01180033335001)

We’ll text or email you when you update your personal information, like your address. We’ll also let you know how to get in touch if your personal information is incorrect or out of date.

Sometimes we'll send you updates about your account via email. We’ll never send you a link to a login page for your online banking.

If we send you a text message, we’ll never include a link to login pages.

If you’re suspicious about any request from us, you can contact your relationship team or our dedicated support team:

0345 009 0003 (Relay UK 18001 0345 009 0003)

We’ll never contact you and ask you to disclose your digital banking PIN or password.

We’ll never ask you to disclose card reader codes, app passcodes or activation codes.

Never transfer money from your account, either online or in branch, after being instructed to do so, even if that person claims to work for the bank.

If we do contact you and you want to check it is genuine, you can always hang up and call us back on the number on the back of your bank card.

If you’re ever concerned about fraud or scams, you can contact our dedicated fraud and scams team

If additional requirements become apparent during the course of the review, we may need to come back to you for further information and this may be close to the previously advised deadline.

Should this happen then an additional 30 days will be provided to allow for receipt and processing of the information.

Google Chrome, Firefox, Microsoft Edge, or Safari.

We always recommend that you keep your browser updated to the latest version, to ensure your browser security protection is as strong as it can be.

Occasionally we offer our customers the option to use our trusted third-party providers to complete some of our verification checks. We’ll provide full instructions on what you’ll need to do and by when. 

If you’re suspicious about any request from us, you can contact your relationship team:

0345 009 0001 (Relay UK 18001 0345 009 0001)

We always try to give you the best possible service, and occasionally we don’t always get it right. To register a complaint, please visit our complaints page