What to do when you're having trouble registering for an online account or can't log-in

How do I get my customer number?

When you go through an online savings application or online mortgage application you will create a password which you'll use to log-in to in future.

  • For a new online savings account, once your application is finished, we'll send you a welcome letter in the post. The letter will include a 10-digit customer number (this is not your account number).
  • For a new mortgage application (Approval in Principle) you will have been given your 10-digit customer number during the application.
  • If you opened your account in branch or over the phone, you will need to register for access to your account online. We’ll send your customer number in the post after you have completed the online registration process.

How do I log-in?

To log-in, visit and click 'Login' in the top right hand corner. The system will ask you to enter your customer number on the first screen, followed by 3 characters from the password you created as part of your initial application and your date of birth.

After you've logged-in, you can set up a Username using the menu option on the right under 'My details'. You can then use your Username in place of your Customer Number when you login in the future (although both are valid to use for logging in).

To improve your online security, we'll ask you to enter some memorable security questions the next time you log-in.

How can I register to view an account online?

If you have already got an account with us which was opened in a branch, over the phone or by post, you can also register to view this account online.

To register your account, click 'Register' in the top-corner of the page. From the Online Account page you can click 'Register now' to begin the registration process. You will need to provide some personal details along with your account number. You will also be asked to create a password which you'll use to log-in to in future.

Once registration is complete, we'll write to confirm your 10-digit customer number which you will need to login for the first time. As we send this in the post, it's important that before you register you make sure we hold the correct address for you on our records.

What do I do if I've forgotten my username or I don't have a customer number?

If you've lost or forgotten your customer number or can't remember the username you used to set up your online account, you can call our Online Support helpline on 0345 1200 805 and they will help you to gain access. Your identity will need to be verified so it would be a good idea to have your account number to hand when you call.

How do I log-in if I've forgotten my password?

If you can't remember your password you can reset it online - you'll find the Forgotten Password link on the login page.