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Service status

How our services are running and updates on planned maintenance

What's this all about?

Find out important updates related to our range of services. And, you can also see whether our range of services are running as we expect, if we're aware of any issues, or if we're planning a period of maintenance soon.

Planned Upgrades

In order to keep our systems up to date and add improvements we sometimes need to carry out essential maintenance.

So we don't cause you too much disruption, we do this in the early hours of the morning from 02:00 to 02:40.

When we have essential maintenance planned outside of these times, we will provide an update below and give you the specific times and services affected. 

Coronavirus – Update

To help minimise the spread of coronavirus, we are carefully following the latest Government recommendations. Our phone lines are exceptionally busy, please only call if you need urgent help. 

Following government announcements from across the UK regarding further easing of restrictions and re-opening more businesses, we have extended our branch opening times from 2nd June 2020.  Our Branches have increased core operating hours to Monday – Friday 10am–3pm.  Check our branch locator to see if your branch is impacted. Please don’t visit your branch unless you really can’t do something online or in the mobile app. We’ll only be open for customers who need to carry out critical transactions or need emergency support. We’re allowing a maximum of 2 customers at any one time into our Branches. This means more space to maintain a safe distance of 2m. We’ll also ask you to stay 2m apart from others when queuing outside our branches. Older customers or those not able to stand or wait outside in the cold will be invited into branch ahead of others.

The safety & wellbeing of our customers & colleagues is our priority. In view of latest government guidance on 23/3/20 we have taken the difficult decision to pause our mobile fleet service with immediate effect.  As our service travels to over 600 communities every week this decision has been made to help reduce the transmission of COVID-19. We are proactively contacting our regular customers to see how we can help & support them in the interim. Customers can continue to access their banking services through our other channels, digital, mobile, ATMs, video banker, telephony and Post Office.

All of our Digital Channels are available to you - including our Mobile Banking App which has a 24/7 Chat and Messaging Service. You may find that easier for you, especially if your enquiry is not urgent. 

Need our help?:

- Send us a private message on social media

- Message us securely in our app

- Visit our Coronavirus page for additional support and guidance on our digital channels available. 

Remember to be alert to suspicious phone calls, texts or emails from anyone claiming to be from the bank with a message about Coronavirus. Trusted organisations will NEVER ask you for your full PIN or password, card reader codes.

 

Fraud Warning - Please read!

Customers from many banks are reporting theft from their accounts after responding to fake emails about TV Licence cancellation. 

Criminals send fake emails or text messages, pretending to be from the TV Licensing Authority. They want you to click the link to get your phone number and the name of your bank. You will then receive a call from the criminals, pretending to be from your bank’s fraud team and persuaded to move your money to a safe account or give away card reader codes.

Many variations of this scam exist; from bogus COVID-19 fines to the promise of free Supermarket shopping vouchers.  Visit our Security Centre for more details.

Please remember;

·         We will never tell you to move your money to a safe account

·         We will never ask you to reveal your card reader codes

·         Do not click on a link in an email unless you are certain it is genuine

·         Don’t give your personal data or card details to anyone until you are certain you know it is a genuine request

We are working hard to keep you safe from fraud. If you think you may have given away your details to a scammer, please contact us immediately – we can help.

Our Services

Below you'll see whether our range of services are running as expected, if we're aware if any issues, or, if we're planning any updates in the near future.

Online and Mobile Services

Mobile App

Service working normally

Online Banking

Service working normally

Websites

Service working normally

Payments and Cards

Payments

Service working normally

Credit Cards

Service working normally

Debit Cards

Service working normally

Branch, ATMs and Telephone Services

Branch

Service information

To help minimise the spread of coronavirus, we are carefully following the latest Government recommendations.

We are doing everything we can to keep our services running for customers, however we are unable to keep all our branches open.  Wherever possible, branches are open from 10am – 1pm, Monday to Friday, although this may be subject to change at short notice.   Check our branch locator to see if your branch is impacted.  Please don’t visit your branch unless you really can’t do something online or in the mobile app.  We’ll only be open for customers who need to carry out critical transactions or need emergency support.

 

ATM Network

Service working normally

Telephone Services

Service working normally

Something else we can help you with?