Sometimes we’ll get in touch and ask you to check that the information we hold about you is correct and up to date. We do this as we follow UK and Global law and want to stop financial crime.
Keeping your details up to date helps keep your money safe. It helps us spot unusual, or suspicious activity amongst your day-to-day usage. This is known as Customer Due Diligence (CDD) or Know Your Customer (KYC).
It also helps us provide you with the best possible service and ensures we can contact you when it matters most.
What we need you to do
You may have received an email, text message or push asking you to ‘confirm your details’. You may also see messages about ‘confirming your details’ when you’re logged into your Mobile Banking app.
If you’ve seen these messages, please follow the instructions you’ve received. The form shouldn’t take long to complete.
What will you ask me?
We’ll ask you to confirm:
your basic personal details like your name and address
any employment details
tax details for any non-UK countries (if relevant)
We’ll also ask you to confirm details of money paid into your account(s).
If you need to change your name, date of birth, or tell us you’re living abroad, you’ll need photo ID and proof of name change or address (in English). See our customer identification documents page for exactly what you need to show us.
What if I’ve missed the messages?
You can ‘confirm your details’ at any time in our Mobile Banking app:
tap the ‘Menu’
tap on ‘My details’
tap ‘Check additional details’ at the bottom of the screen
You can access the form at anytime.
You might have some questions – let us answer them
No, you can’t save your progress. If you leave the form, you’ll need to start the process again.
If you have any questions, or need our help, you can chat to Sandi, or call us on 0330 9 123 123 from the UK or +44 1908 237 963 from abroad. We’re here 7 days a week 8am – 6pm.
It’s really important we have accurate and up-to-date information about you. If you don’t confirm your details when we’ve asked you to, we may need to take action in the future. This could mean restricting access to your accounts or even closing them.
Take a look at our top security tips and fraud or scams web pages. Please remember, we’ll never ask for your PIN, Mobile or Online Banking passwords or One Time Passcodes (OTP). If you’re asked to share these over the phone, hang up and call us on 0800 313 4321.
If you’re worried or think you’ve responded to a scam email or text or given your details out to the wrong people, you should contact us first on 0800 313 4321. Also report it to Report Fraud on 0300 123 2040.