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Statements and balances

  • How do I download my statements?


    Statements for your account can be found:

    • in Online Banking - select ‘Statements’ at the top of your account transaction list. You will find your latest statement plus an archive of historic statements here along with other items such as Annual Summaries where relevant
    • our App - select the relevant account from the ‘Balances’ screen, pull down bar at the top of the transaction list page (under your account balance) and select ‘Statements’. We will show you your last three statements and you can also access a list of historical statements. 

    Once your statement is on screen, the download icon will give you the option to send it to an email account or print it (if your device is connected to a compatible printer).

    Statements for your account can be found:

    • in Online Banking - select ‘Statements’ at the top of your account transaction list. You will find your latest statement plus an archive of historic statements here along with other items such as Annual Summaries where relevant
    • our App - select the relevant account from the ‘Balances’ screen, pull down bar at the top of the transaction list page (under your account balance) and select ‘Statements’. We will show you your last three statements and you can also access a list of historical statements. 

    Once your statement is on screen, the download icon will give you the option to send it to an email account or print it (if your device is connected to a compatible printer).

  • What is 'available balance'?


    Your available balance includes all cleared funds in your account which includes any credit balances you hold and any cleared cheques that have been paid into your account that have been through the clearing cycle. It excludes any pending funds.

    Please be aware that generally a cheque will now take one working day to go through clearing, therefore the next working day after you have paid the cheque in, if the decision is made to pay the cheque, the funds will show in your account and be available to withdraw straight away. This will usually be by 23:59 at the latest. So if for example you pay the imaged cheque in before 15:30 on the Monday the cheque will be available at the latest 23:59 on the Tuesday. If after 15:30 on the Monday then the next day counts as day 0 and the cheque would be available at the latest Wednesday at 23:59.

    If you have had a paper cheque which has not been processed via cheque imaging then this timescale will be longer and will be processed within 4 working days but can be returned unpaid anytime up until the eighth working day.

    If a pay decision is made, then this will show as a credit to your account and the funds will be available. If the cheque has been returned, you will see a credit then a subsequent debit on your statement. A letter will be sent advising the reason the cheque is not paid.

    So if you choose to withdraw, send funds or release goods before the eighth working day you do so at your own risk. You will be responsible for the repayment of any overdrawn balance.

    Your available balance includes all cleared funds in your account which includes any credit balances you hold and any cleared cheques that have been paid into your account that have been through the clearing cycle. It excludes any pending funds.

    Please be aware that generally a cheque will now take one working day to go through clearing, therefore the next working day after you have paid the cheque in, if the decision is made to pay the cheque, the funds will show in your account and be available to withdraw straight away. This will usually be by 23:59 at the latest. So if for example you pay the imaged cheque in before 15:30 on the Monday the cheque will be available at the latest 23:59 on the Tuesday. If after 15:30 on the Monday then the next day counts as day 0 and the cheque would be available at the latest Wednesday at 23:59.

    If you have had a paper cheque which has not been processed via cheque imaging then this timescale will be longer and will be processed within 4 working days but can be returned unpaid anytime up until the eighth working day.

    If a pay decision is made, then this will show as a credit to your account and the funds will be available. If the cheque has been returned, you will see a credit then a subsequent debit on your statement. A letter will be sent advising the reason the cheque is not paid.

    So if you choose to withdraw, send funds or release goods before the eighth working day you do so at your own risk. You will be responsible for the repayment of any overdrawn balance.

  • What do I do if I see a transaction I don't recognise?


    If you have a joint account, firstly, check whether the other person recognises the transaction.

    If the transaction you don’t recognise is in either your ‘upcoming transactions’ or ‘pending card authorisations’ list, check our FAQ’s for pending authorisations.

    If you still don’t recognise a specific payment, or believe a payment to be fraudulent, please call us on 03 456 100 100 (Text-phone 03 456 100 147 or if calling from outside the UK +44 113 234 5678 (Text Relay +44 151 494 1260)). 

    If you have a joint account, firstly, check whether the other person recognises the transaction.

    If the transaction you don’t recognise is in either your ‘upcoming transactions’ or ‘pending card authorisations’ list, check our FAQ’s for pending authorisations.

    If you still don’t recognise a specific payment, or believe a payment to be fraudulent, please call us on 03 456 100 100 (Text-phone 03 456 100 147 or if calling from outside the UK +44 113 234 5678 (Text Relay +44 151 494 1260)). 

  • What is a pending card authorisation?


    You can now see card transactions that are pending before they hit your account balance, giving you more understanding of how much money you've got left to spend in real-time.

    As soon as a payment is authorised the amount is deducted from your Available Balance. If you have any questions about pending card authorisations, see our FAQs for more information.

    FAQs

    You can now see card transactions that are pending before they hit your account balance, giving you more understanding of how much money you've got left to spend in real-time.

    As soon as a payment is authorised the amount is deducted from your Available Balance. If you have any questions about pending card authorisations, see our FAQs for more information.

    FAQs
  • When do upcoming transactions come out of my account?


    Upcoming transactions are transactions that will come into or leave your account on the next working day.

    They cover:

    • Direct Debits and cheques out of your account
    • BACS payments into your account i.e. salary, pension, dividends, state benefits, tax credits etc.

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

     

    Upcoming transactions are transactions that will come into or leave your account on the next working day.

    They cover:

    • Direct Debits and cheques out of your account
    • BACS payments into your account i.e. salary, pension, dividends, state benefits, tax credits etc.

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

     

  • How do I go paperless / manage preferences?


    You can change your statement preferences within full Online banking by selecting ‘My statements’ from the left hand side menu and then ‘Statement preferences’.

    Alternatively this can be done by calling on 03 456 100 100 (Text-phone 03 456 100 147 or if calling from outside the UK +44 113 234 5678 (Text Relay +44 151 494 1260)).

    You can change your statement preferences within full Online banking by selecting ‘My statements’ from the left hand side menu and then ‘Statement preferences’.

    Alternatively this can be done by calling on 03 456 100 100 (Text-phone 03 456 100 147 or if calling from outside the UK +44 113 234 5678 (Text Relay +44 151 494 1260)).

  • Why has a cheque I paid in not appeared in my balance?


    Please be aware that generally a cheque will now take one working day to go through clearing, therefore the next working day after you have paid the cheque in, if the decision is made to pay the cheque, the funds will show in your account and be available to withdraw straight away. This will usually be by 23:59 at the latest. So if for example you pay the imaged cheque in before 15:30 on the Monday the cheque will be available at the latest 23:59 on the Tuesday. If after 15:30 on the Monday then the next day counts as day 0 and the cheque would be available at the latest Wednesday at the latest 23:59.

    If you have had a paper cheque which has not been processed via cheque imaging then this timescale will be longer and will be processed within 4 working days but can be returned unpaid anytime up until the eighth working day.

    So if you choose to withdraw, send funds or release goods before the eighth working day you do so at your own risk. You will be responsible for the repayment of any overdrawn balance and overdraft fees that result.

    If a pay decision is made, then this will show as a credit to your account and the funds will be available. If the cheque has been returned, you will see a credit then a subsequent debit on your statement. A letter will be sent advising the reason the cheque is not paid.

    Please be aware that generally a cheque will now take one working day to go through clearing, therefore the next working day after you have paid the cheque in, if the decision is made to pay the cheque, the funds will show in your account and be available to withdraw straight away. This will usually be by 23:59 at the latest. So if for example you pay the imaged cheque in before 15:30 on the Monday the cheque will be available at the latest 23:59 on the Tuesday. If after 15:30 on the Monday then the next day counts as day 0 and the cheque would be available at the latest Wednesday at the latest 23:59.

    If you have had a paper cheque which has not been processed via cheque imaging then this timescale will be longer and will be processed within 4 working days but can be returned unpaid anytime up until the eighth working day.

    So if you choose to withdraw, send funds or release goods before the eighth working day you do so at your own risk. You will be responsible for the repayment of any overdrawn balance and overdraft fees that result.

    If a pay decision is made, then this will show as a credit to your account and the funds will be available. If the cheque has been returned, you will see a credit then a subsequent debit on your statement. A letter will be sent advising the reason the cheque is not paid.