Help & Support


What is SecureCall?

SecureCall is a fraud prevention feature of Internet Banking which is designed to help protect you and your money from online fraud.

How does it work?

When you log on, add a new payee or make changes to your account, you will receive an automated call to verify your identity. The call will confirm the action and provide you with a One-Time Passcode which you have to enter online in order to continue.

On which phone number will I be called?

When you register for Internet Banking and SecureCall, you can specify up to 3 different phone numbers on which you can receive calls. Typically this will be numbers for your home, work and mobile phones.

When prompted to use SecureCall, you will be able choose whichever phone number is most appropriate for you at the time.

It is important that you only register numbers which you can be contacted on directly. So for example, do not use numbers which are first answered by a switchboard or automated queuing service. We also suggest that you do not use numbers on which calls are recorded.

You can register international numbers, but not premium rate numbers (e.g. starting 09).

Is there a charge for this service?

No, although your mobile service provider may charge you for receiving a call when you are abroad.

What should I do if I receive a suspicious call?

If you receive an unexpected SecureCall which you didn't action, please end the call immediately and contact our Customer Care team on 01228 403 141.

If you are calling outside our normal opening hours, it is important that you leave a message on the automated service.

I have a disability that may prevent me from using this service, what can I do?

To use SecureCall, you will need to be able to receive a call from us, confirm the details read out and then enter a code into Internet Banking. If you are unable to do this then please contact us or visit your local branch for further assistance.

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