Frequently asked questions
Help with activating your current account
Icon expand What documents will you need?
When we contact you, we’ll ask you for the specific documents we need to see – these may be photo ID documents like a valid driving licence, passport or EU ID card. We may also ask for documents to prove your address, like bank statements, utility bills or other documents if we need them.
Icon expand Can I take my documents into a branch or post them?
No. As you’ve chosen to open your account on the internet, we can’t accept your documents in a branch or through the post. You need to follow our Digidocs process for uploading your documents online.
Icon expand How does Digidocs work?
Digidocs is a secure online platform which enables you to send us documentation we require to open your account. You will receive an SMS and email so you can access Digidocs on your mobile or desktop. You will be asked to create a password to log in to Digidocs so that you can return to upload your documents at anytime.
Icon expand Why can’t I use my account number yet?
Until we receive your identification documentation, we can’t make your account active. As soon as we receive and verify your documents, we’ll get your account up and running.
Icon expand What’s my customer number?
Your customer number is your date of birth (DDMMYY) followed by a 4 digit code. It’s unique to you and is used to log into internet banking, telephone banking and when registering for mobile banking.
Please keep your customer number safe. It’s used along with your PIN and password you set up during your account opening online application. Please know that we’ll never ask for your full PIN or password.
Icon expand Can I give my employer my new details now?
Please don’t give your account number or sort code to anyone before we’ve confirmed that your account is open. Money can’t be credited or debited from an account until it’s up and running.
Icon expand I’ve given you the wrong mobile number or email address
Don’t worry – we’ll contact you by email and by text, so look out for these communications. If both of these are incorrect then unfortunately we won’t be able to get in touch please re-apply with your correct details.
Once your account is open, you can update your details online, over the phone or in any branch.
Feel free to call our helpful banking team on 0345 3030299, please choose option 2.
Please have your 10 digit application reference number handy – this can be found on any email you’ve received from us about your application.