Voice ID
Voice ID is a new way to authenticate our Telephone Banking customers. It authenticates you using your voice print, so you won't need to use your Telephone Password and Telephone Grid Card.
What is a Voice print?
A Voice Print is a digital representation of your voice. It is composed of over 130 identifying traits, from behavioural characteristics all the way to pitch and tone like your fingerprint, these unique characteristics are extremely difficult to replicate.
How will you capture my Voice Print?
Next time you call with your Telephone Password and Grid Card the advisor will take your consent and capture your natural voice to use in the future.
Why have we moved to Voice ID?
It’s a more secure way to authenticate you and it’s easier to use as you won’t need to remember a password or find your Grid Card. However please keep them safe for now.
Is Voice ID secure?
The unique characteristics of your voice make it much more secure than a conventional password.
Can my Voice ID / Voice print be stolen?
Our Voice ID has sophisticated fraud monitoring and can detect if someone is trying to authenticate using a form of technology. We have several measures in place to ensure that our system quickly flags any concerns.
How is my Voice print stored?
We securely store an encrypted copy of your voice print that only works with our system. More information on this can be found in our Privacy Policy.
What if I enrol but change my mind?
You can opt out at any time by calling us, we will then un-enrol you and delete your Voice Print.
Who can enrol for Voice ID?
Any customer over the age of 16, that is registered for Telephone Banking (has a Password and Grid Card), can enrol for Voice ID
Why have I been asked to keep my Password and Grid Card
While we work to move customers over to Voice ID, we ask that you keep your Grid Card / Password safe as for a short while this can still be used to authenticate you should we be unable to use your Voice ID. We will let you know when the time is right to destroy these.
Can I use Voice ID as a Power of Attorney?
You can use your Voice ID to manage all accounts you have registered authority on for example power of attorney.
What happens if I have a cold?
Hundreds of voice characteristics are represented in your voiceprint, only a few of which are affected by a cold.
Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.
Call us on 0800 121 8899
Lines open
- Mon-Fri 8am-7pm
- Saturday 9am-2pm
- Sunday & Bank holidays Closed
Yesterday, people waited on average
17 seconds for savings enquiries
17 seconds for mortgage enquiries
Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.
Call us on
0800 121 8899
Monday - Friday
Saturday
Sunday
Saturday
Sunday
Bank holidays
8am - 7pm
9am - 2pm
Closed
Closed
9am - 2pm
Closed
Closed
Yesterday, people waited on average
2 seconds for savings enquiries
24 seconds for mortgage enquiries
