UK law requires us to make sure we complete regular customer checks. These checks are called ‘Know Your Customer’. The checks include taking steps to keep customer details up to date.
We’ve recently emailed or written to you asking you to confirm your details. It’s important you read all the information we've sent you as it explains what you need to do.
Please use the form below to confirm your details and update any that have changed.
If you don’t do this, in some cases we might need to restrict your account(s). Your email or letter will tell you if this applies to you.
If account restrictions do apply to you, and you don’t confirm your details using the form below, we might stop money going in or out of your banking, savings and credit card accounts. Completing the form will help us remove restrictions we might have already placed on your account(s).
We might need you to confirm your:
- name
- date of birth
- address(es) for the past year
- employment status
- occupation
- nationality
To confirm the details, we might ask you to upload some supporting documents.
These might include:
- proof of ID and address
- Proof of name change (for example, if you’ve got married or divorced recently)
Please provide any documents in English. For any that have been translated, please also provide a copy of the original.
The form shouldn’t take long. You can speed things up by having these documents to hand before you start. You can’t save the form and come back later.
To get started, you’ll need your reference number from the email or letter we sent you.
If you need help, please give us a call on 0800 085 2163. Our lines are open Monday to Friday 9am-6pm and Saturday 9am-2pm.
You might have some questions – let us answer them
Why do I need to do this?
By UK law, we have to carry out regular customer checks. This includes reviewing existing records to keep documents and details up to date. While you’re a customer of ours, we may also monitor transactions that happen on your account(s).
What happens if I don’t confirm my details?
It’s really important we have accurate and up to date information about you when you bank with us.
If you don’t confirm your details when we’ve asked you to, this could affect the services we provide to you. In some cases, we might restrict or close your account(s). Restrictions could mean stopping you being able to make payments, use your card or pay Direct Debits and standing orders. Payments coming into your account, like wages or state benefits might also be stopped.
If we’ve asked you to confirm your details and we don’t hear from you, we’ll let you know before we apply any restrictions (where we can).
You can avoid this by using the form above to confirm your details.
What if I can’t give you the details you’re asking for?
If you have any issues, please call us on 0800 085 2163. Our lines are open Monday to Friday 9am-6pm and Saturday 9am-2pm.
Please remember, we’ll never ask for your PIN, Online Banking passwords or One Time Passcodes (OTPs). If you’re asked to share these, hang up and call us on 0800 313 4321.
What happens after I fill in the form?
We’ll review your response and any supporting documents you’ve given us. We’ll let you know if we need anything else. Please make sure you check your emails or any post you receive from us.
If your account(s) are restricted, we’ll remove these as soon as we have everything we need.
I’ve lost my reference number. What do I do?
Don’t worry, we can get your reference number out to you again. Please call us on 0800 085 2163 to arrange this.