Managing your personal details

Need to update your name, your contact details or your PIN? You've come to the right place...

We can help you to change any of these details...

how to change your name
how to change your address
how to change your phone number
how to change your email address
how to update your telephone password
how to view your debit card PIN
how to manage your digital secure key PIN

If you can't find what you're looking for on this page, please give us a call on 03 456 100 100 or use the chat function via our App or Online Banking.

How to change your name

If you need to change the name associated with your account, chat with us in our App or via Online Banking.

In the App

Using the chat function, you can request a form to complete in order to confirm your new details. This will also include a list of documents you need to send us.

Once we’ve got these, we can update our details and send you any replacement cards and cheque books you might need.

You can continue to use your old cards and cheque books until your new ones arrive.

Scan the QR code to head to the App.

This QR code will take you into the first direct mobile banking app.

Chat with us

Don't have our App yet? You can still chat to us by logging in to Online Banking and selecting 'Message us'.

You can update your address in our App.

Just visit the menu, select ‘Profile’ and follow the instructions.

Once you've completed this, your address will be updated on our systems. The next statement produced after you update your address will have your new address on it.

You can only change to a UK address via our App. If you're moving abroad or are already outside the UK, please call us on 03 456 100 100.

If you've forgotten your debit card PIN or need to change it, you can view all the details in our App.

Here's how:

Log on to our App using your face, fingerprint or Digital Secure Key as you do normally.
Go to the menu
Choose ’Cards’
Choose ‘View PIN’'
Finally, re-confirm your identity by using your face, fingerprint or Digital Secure Key.

You will then be taken to a screen where you can view your current pin.

If you need to change your pin, please use our Chat functionality and you will be guided through the process.

Visit our card services page for more information.

If you know your existing Digital Secure Key PIN

You can update your Digital Secure Key PIN by following these instructions:

Open our App Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first] and log on as normal
Go to the menu
Select 'Security Settings'
Select 'Manage Security'
Select 'Change Your Digital Secure Key PIN'
Follow the onscreen instructions.

If you've forgotten your Digital Secure Key PIN

You can reset your Digital Secure Key PIN by following these instructions:

Open our App Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first]
Select 'Forgotten Digital Secure Key PIN' (If you usually log on using biometrics, you’ll have to cancel this prompt and select ‘Log on with Digital Secure Key PIN’)
Follow the onscreen instructions.

If you've locked your Digital Secure Key, open our App, select 'Reset Digital Secure Key PIN', and follow the on-screen instructions to reset it.

For more help with Digital Banking, check our Digital Banking Help Tool.