Frequently Asked Questions

What's on your mind? There are lots of ways to get in touch with us. Search our FAQs

Frequently Asked Questions

I’m having problems paying for, receiving, or returning a product
If you have an issue with a product you bought – maybe it hasn’t arrived or you received the wrong item – please contact the retailer.
If my ATM card does not work, what should I do?
If your ATM card will not work, it is probably because the bank's verification system is not operational. You may consider other options, such as cashing a check in your immediate area or using a credit card.
When I share my banking data via online banking, what information will companies be able to see?
The data you share will include the following: · account details such as the balance and name on the account. · regular payment details, such as who you’re paying, Direct Debits, and standing orders · transactions such as incoming and outgoing payments from your current account. You should only share the minimum amount of data needed to access the product or service you want to use. You’ll never be asked to share your bank login details or password to anyone other than your own bank or building society.
Is there a charge to use online banking?
No – online banking is free. However, some regulated apps and websites may choose to charge you for their products and services.
Am I automatically opted in to online banking?

No. You’ll only use online banking if you give your explicit consent to a regulated app or website. It’s always your choice.

My utilities company has asked me to share my data via my banking account so they can see my ability to pay my bill. Is this okay?

A growing number of energy and water providers use the banking data to help assess a customer’s ability to pay their bill, and in some cases, move them on to a more affordable tariff.

For example, if a customer calls the energy company, and is eligible to go on the banking journey, the team can send out a secure link which allows it to see a snapshot of the customer’s banking data at that specific time. This can enable an immediate switch to the lower tariff while they are on the phone.

The company should then delete the data.

Still have questions? Contact Us.