Using Self-Serve
Only customers named on the account can log in or register. This means that whilst most customers can use Self-Serve, there are some restrictions.
Self-Serve is not available for:
- Individuals who have a third-party authority or power of attorney for someone else’s account
- Anyone acting on behalf of a deceased customer
- Accounts that have redeemed
With Self-Serve, you can find key information about your account, such as the outstanding balance, and carry out many tasks online, without having to call or write to us.
For more information on the features available, please visit our Using Self-Serve webpage.
Registration enables you to use the online self-service facility securely.
With Self-Serve, you can find key information about your account and carry out many tasks online, without having to call or write to us.
To ensure your account details are secure we need you to register so we can confirm your identity. This ensures that only you, the account holder, can access your online account information.
You can find your account number on any recent document we’ve sent you, including your latest mortgage statement. Your last payment amount will be shown on your bank statement.
If you still can’t register or have any questions during the registration process, please call us on 0371 472 2032 for support.
Once registered you can add up to 20 accounts using the ‘Add Account’ feature.
You can transfer your previously registered accounts to one username by signing in with the username you’d like to transfer to and then follow the ‘Add Account’ instructions. Once transferred, you’ll no longer be able to use your original username to access the transferred account.
The maximum number of accounts you can have on a single username is 20. You’ll need to set up a separate username and password for your remaining accounts if you have more than 20 accounts.
If you’ve forgotten your password, username or passcode you can change these online by selecting the ‘Forgotten Username’ or ‘Forgotten Password’ options and following the instructions.
For any other queries or to unlock your account, please call us on 0371 472 2032 for support.
Please call us on 0371 472 2032 to unlock your account.
We want you to stay secure whilst online with us, therefore we’ll automatically sign you out of your account after 10 minutes of inactivity.
You’ll have the option to remove or update your mobile number once signed in to the Self-Serve portal.
We’ll only use your mobile number if you choose to opt-in to use our text notification service. This provides you with updates when certain online services have been completed. It will not be used for any other purpose.
An OTP provides an extra layer of security in addition to your password to protect your account from online fraud. If you’ve set up this service, you’ll be asked to enter an OTP to confirm your login attempt.
We use OTP to add an additional layer of security to protect your account. We recommend you use this option to improve your online security but recognise this may not be possible where you don’t have access to a UK mobile phone.
If you receive an OTP when you’ve not requested one it’s likely to be fraud. Do not share it with anyone on the phone, in person or online and call us immediately on 0371 472 2032.
If you no longer have access to the UK mobile number you registered with, or you now have a non-UK mobile number, please call us on 0371 472 2032 and we’ll provide you with the OTP code to get you signed in.
Once you have access to your online account, you can make a change to the UK mobile phone number registered.
If you now have a non-UK mobile number please call us on 0371 472 2032 and we’ll give you a one-time password (OTP) code to help you sign in.
Once signed in, you can switch off the Multi Factor Authentication feature or you can call us each time you need the OTP code to log in.
Yes, once you’ve logged in to our Self-Serve portal you can choose the option I do not want to use multi factor authentication. Once the multi factor authentication feature is switched off, you’ll no longer be asked to supply an OTP code to log in.