How and when you can contact us to ask about the following things

 If you are a mobile, online or telephone banking customer. 

        Information about current account services

• Checking the balance and accessing a transaction history
• Sending money within the UK, including setting up a standing order
• Sending money outside the UK
• Paying in a cheque or cancelling a cheque
• Cash withdrawal in a foreign currency outside the UK
• A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
• A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
• Third party access to an account, for example under a power of attorney
• Problems using internet banking or mobile banking
• Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account. The times above are when you can talk to a suitably experienced member of staff and does not include interaction with automated responses or referral to FAQs

 If you suspect Fraud

• Reporting a suspected fraudulent incident or transaction
• Progress following an account suspension or card cancellation, e.g. following a fraud incident        

How and when you can use your bank account to do the following things: