Ways to Bank

Ways to Bank

Every way to reach your money and reach us: online, on a phone, over the telephone, at a cash machine, and in person — with what each one is best at.

update Last updated 1 August 2026 list_alt 5 sections

Some things are genuinely faster in one channel than another. This page says which, rather than pushing you towards whichever is cheapest for us.

Section 01

The channels, and what each is best at

Every channel can do most things. These are the ones where the choice actually makes a difference to how long it takes.

ChannelBest forAvailable
Online bankingPayments, statements, applications, anything involving typing or reading detail.24/7
MobileChecking a balance, freezing a card, approving a payment, photographing a document.24/7
TelephoneAnything urgent, anything confusing, and anything where you want a person accountable.Card and fraud 24/7; other lines in business hours
Secure messageNon-urgent questions where you want a written record of the answer.Reply within hours
Cash machinesCash, balance checks and PIN changes.24/7 where the machine is
In personIdentity checks, complex cases, and anything you would rather not do alone.Branch opening hours
verified

Fastest route for the common things

Lost card: freeze it yourself in the app, then call. Suspected fraud: call first. A payment that has not arrived: check the status online before phoning, because the answer is usually there.

Section 02

Digital banking

Online and mobile are the same platform. Anything you start on one, you can finish on the other.

dashboard

Inside online banking

Accounts, payments, cards, statements and spending insight, screen by screen.

What it doesarrow_forwardsmartphone

Banking on your phone

Get the app, or add the web app to your home screen in ten seconds.

Set it uparrow_forwardsync_alt

Ways to move money

Every transfer type, what it costs, and how long each takes.

Comparearrow_forwardshield

Security and access

Two-factor, trusted devices, and the things we will never ask you for.

Readarrow_forward
Section 03

Telephone banking

  • Card loss and suspected fraud are answered around the clock, every day of the year.
  • Have your account details to hand, but never give a full password, PIN or one-time code — we will not ask for them.
  • If you have a hearing or speech impairment, tell us and we will use the channel that suits you.
  • You can ask for a callback rather than waiting, and you can ask for the same person next time on a live case.
warning

Always dial the number yourself

Use the number on this website or on the back of your card. Caller ID can be faked, and a number given to you in a message or email is the commonest step in a phone scam.

Email usCall our support line
Section 04

Cash machines and in person

In-network machines
Withdrawals and balance checks are free. Your card works at machines displaying the scheme logo worldwide.
Out-of-network charges
The machine operator may add a fee, shown on screen before you confirm. Elite Plus and Prestige rebate these.
Changing your PIN
At any machine that offers it, or view your PIN in the app without a letter in the post.
Paying money in
Where cash and cheque deposit is available in your market, the app shows the nearest point that accepts it.
In-person appointments
Book ahead for identity checks, complex lending and anything involving documents. It avoids being turned away.
warning

At a cash machine

Cover the keypad. If the card slot looks altered or anything is loose, do not use it and report it. If your card is retained, freeze it in the app immediately.

Section 05

If a channel does not work for you

Not everyone can use every channel, and that should never mean worse service.

  • Screen readers, larger text and keyboard-only use are supported across online banking.
  • If you cannot use digital channels at all, telephone banking can do everything the app can.
  • A trusted person can be authorised to act for you, with the right documentation.
  • Tell us about any adjustment you need and we will record it, so you do not have to explain it every time.
AccessibilityOur commitments, and how to report a barrier.arrow_forwardContact usEvery way to reach us, and when we are open.arrow_forwardHelp centreStep-by-step answers, searchable.arrow_forwardOpen an accountThe steps, documents and timings.arrow_forward
Related

Documents you may also need

Online Banking

Inside Online Banking

Everything the platform does, screen by screen: accounts, payments, cards, statements, insight and the controls you hold yourself.

Online Banking

Banking on Your Phone

How to get the app, or install the web app to your home screen in ten seconds — and what works differently on a phone.

Online Banking

Security & Access

How your account is protected, what we will never ask you for, and the handful of settings that do most of the work.

This document was last updated on 1 August 2026. We publish the current version here at all times; superseded versions are available on request.

If anything on this page is unclear, write to us and we will explain it.