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Call us 0800 121 8899
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Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 


Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.


All enquiries 0800 121 8899

Call costs explained


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We've made your account even safer.

We've introduced a new way to log in and use your account that's easier and safer than ever before.

What do I need to do?

Checking your account balance 

You can check your balance through Online Services , at a cash machine, by calling us on 0800 121 8899  or asking us at any branch .

Your ‘available balance’ might not be the same as your ‘account balance’ 

Your 'available balance' is how much you have available to withdraw.

Your 'account balance' could be different because it includes payments that are waiting to be sent, or cheques that are waiting to be cleared. The account balance is the amount we use when we calculate your daily interest.

So if you have payments due to go out, the amount you can withdraw is your available balance, not your account balance. 

Passbooks, statements and paperless

Updated passbook: If you have a passbook and keep it up to date by bringing it into a branch then this will give you a record of all payments into and out of your account.

Non-updated passbook: If you don’t keep it updated or choose to group your transactions together then we’ll send you a paper statement within a month of any money leaving your account. We won’t send you more than one statement per month per account.

Paper statements: We’ll send you a statement when money leaves your account. This will arrive within 30 days of the transaction. We won’t send you more than one statement per month per account.

Online statements: If your account is online only or you’ve chosen to go paperless, we’ll email you within a month of any money leaving your account to let you know that your statement is ready to view and download.

You’ll receive an annual statement about all your account(s) 

We send all our savers a statement once a year in April/May which shows the balances on all the savings accounts you have with us and the interest we have paid you up to the 5th April. We send you this annual statement, even if you use Online Services and have opted for paperless statements.