Statements, balances and transactions

You can download and view statements in PDF format for most of our accounts as soon as they're available.

To do this in the App:

• on the Balances screen select the more options button (tap the three dots) on the account you wish to view a statement for
• select ‘Statements’
• we'll show you your 3 most recent statements straight away or you can choose from previous years below. Once your statement is on screen, the download icon will give you options to print, send or save.

Or, you can log on to Online Banking and select 'statements' in the top right of your transactions page.

You can change most of your account preferences at any time by logging on to Online Banking.

If you're unable to do this please send us a message and we'll be happy to help further with updating these.

Your available balance includes the amount of cleared funds in your account. It doesn't include upcoming payments such as Direct Debits or your arranged overdraft limit (if you have one).

Your available balance might also include cheques, so it's important to note cheques take two working days to clear if they're presented by the cut off time. Funds will appear in your account by 23:59 the day after but is often earlier.

If a cheque was returned as unpaid, we would then debit the amount from your account. You will be responsible for the repayment of any overdrawn balance that result. See our terms and conditions for more information.

You can view your most recent transactions in the App by selecting the account you wish to view.

You can also view and download monthly PDF statements on your App, as far back as July 2018.

You can view up to 6 years worth of transactions via Online Banking.

You can view your most recent transactions by selecting the account you wish to view.

You can also view and download monthly PDF statements on your App, as far back as July 2018.

You can view up to 6 years worth of transactions via Online Banking.

New cards:

To activate contactless on a new card, you need to withdraw cash or make a purchase using chip and PIN. Once you’ve done that, you’ll be able to pay for things up to £100 using contactless.

Existing cards:

From time to time we’ll ask you to use your chip and PIN to make sure your card is still safely with you. So if contactless isn’t working for you, you should try using chip and PIN instead. After your chip and PIN payment, contactless will be reset automatically, ready for your next card payment.
 
If the problem continues, please send us a message in the App or Online Banking and we'll look into that for you.

These are recent card transactions that have not yet been fully processed by the company you paid. They are useful as you get to see in real-time when you have made a card payment, so you have a clearer picture of how much money you have available. 

Be aware that sometimes a company like a hotel or 'pay at the pump' petrol station might add a card authorisation of a different amount as a hold until the correct amount leaves your account.

If you don't recognise a transaction, you can click on the transaction for more information. Still not sure? Send us a message in the App and we’ll be happy to help further. 

If you have a joint account with someone, see if they recognise the transaction first. You can also check your Direct Debits by selecting 'Standing orders and Direct Debits' in the 'Move Money' option.

A pending debit card authorisation will disappear when a company has released the hold on money in your account. If the company has taken the money, the transaction will appear in your transaction list. If the company doesn’t take the money, the authorisation will expire after 3 working days (for a card authorisation made in the UK, including ATMs) or 5 working days for international authorisations (non-ATM).

Upcoming transactions shows some transaction types that are due to come into or leave your account on the next working day.

This includes:

• Direct Debits
• debiting cheques
• BACs payments into your account (for example salary, pension, dividends, state benefits, tax credits).

Upcoming transactions are updated and processed regularly throughout normal business days.

They'll come into or leave your account by the next working day so please make sure there's enough money or available balance to cover them.

It's worth bearing in mind that upcoming transactions are still being processed so others could be added and any that show could still be returned.

If you don't recognise a transaction just send us a message in the App or Online Banking and we’ll be happy to help further. 

If you have a joint account with someone, see if they recognise the transaction first. You can also check your Direct Debits by selecting 'Standing orders and Direct Debits' in the 'Move Money' option.

To cancel a Direct Debit that is incorrect or should not be claimed, you need to tell us before 8pm on the day that it debits. Send us a message using 'Chat with us' in the App and we'll connect you to a human who can do this for you.
                         
To stop or cancel a cheque, you need to tell us before 1.30pm on the day it is presented for payment i.e. the day we receive it. You can do this by sending us a message using 'Chat with us' in the App  –  we'll need the cheque number, amount, date and who it was payable to.

Upcoming payments show credits coming into you account by BACS. If your salary is paid another way, it may not show in your upcoming transactions. Please speak to your employer if you need more information.