Telephone banking

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Check balance”
• When prompted, provide the last 4 digits of the bank account number
• Hear your balance
• The automated service will ask if you would like to check the balance on another account
• Press 1 to hear another balance or end the call

• The automated service will ask: "In a few words, tell me the reason for your call"

• Say: "Check transactions"

• When prompted, provide the last 4 digits of the bank account or card number

• Hear your transactions

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Check future transactions”
• When prompted, provide the last 4 digits of the bank account or card number
• Hear your transactions
• Press 1 to hear your debit transactions, press 2 to hear your credit transactions or press 3 to hear transactions from another account

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Pay a person”
• When prompted, provide the last 4 digits of the bank account number to pay from
• Provide the last 4 digits of the account number you wish to pay
• Provide the amount you'd like to send
• Confirm when the payment needs to be made
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Check Direct Debit”
• Confirm if the Direct Debit is on a current account or a credit card
• When prompted, provide the last 4 digits of the bank account number
• You'll be given a list of your Direct Debits
• Select the relevant Direct Debit
• You'll hear a summary of the Direct Debit's information
• Press 1 to cancel the Direct Debit, or press # to hear the information again
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Check standing order”
• Confirm if the standing order is on a current account or credit card
• When prompted, provide the last 4 digits of the bank account number
• You'll be given a list of your standing orders
• Select the relevant standing order
• You'll hear a summary of the standing order's information
• Select the relevant option to amend or cancel it
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Pay a credit card”
• When prompted, provide the last 4 digits of the bank account number to pay from
• Provide the last 4 digits of the account number you wish to pay
• Provide the amount you'd like to send
• Confirm when the payment needs to be made
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Check credit card statement”
• The automated service will ask if you'd like to hear your credit card transactions
• Say: 'No'

• When prompted, provide the full 16 digit credit card number

• Hear the last statement date, balance of statement, minimum payment amount and date due (if applicable)

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Make a transfer”

• When prompted, provide the last 4 digits of the bank account number to transfer from

• Provide the last 4 digits of the bank account number you wish to transfer to

• Provide the amount you'd like to send
• Confirm when the payment needs to be made
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Damaged card”
• When prompted, provide the last 4 digits of the damaged card
• Confirm this card is correct
• Confirm we have your correct and up-to-date post code
• We'll confirm that your request was successful

• The automated service will ask: "In a few words, tell me the reason for your call"
• Say: “Card lost or stolen”
• When prompted, confirm if the card was a debit or credit card
• Confirm this card is correct
• Confirm if the PIN is safe
• Confirm location of where the card was lost or stolen
• Confirm we have your correct and up-to-date post code
• We'll confirm that your request was successful

Yes. One of our customer service representatives will take you to a phone in a quiet area so you can make the call to set it up.

Voice ID will still work when you are suffering from a general cold or sore throat. In exceptional situations where you have a more severe illness that affects your voice, we'll verify you using a different method.

We may not be able to recognise your voice if the line is bad or it's noisy in the background. If that happens, we'll transfer you to an agent who will verify you by asking you some security questions. Alternatively, you could call us back when you're somewhere less noisy or from a different phone.

It should be possible for you to set up Voice ID if you have a speech impediment. We'll just need to ensure we can get at least three strong recordings of you repeating the pass phrase. However, you may find it easier to continue using your telephone banking security number.

We don't recommend setting up Voice ID if you use a voice box or speech synthesiser since some of these use a standard voice that won’t be unique to you.

Yes, you can set up Voice ID on any account that you have permission to operate.