Common questions


Help and guides

Answers to the questions we’re most commonly asked about account opening and changes to our current accounts.

Opening an account


Q. I’ve completed an online application - what happens now?

A. If your application has been agreed, we’ll send you an application pack, within three working days. To open your account, just sign and return the application form and send us any documentation we may have requested.

Q. I’ve signed and returned my application form - what happens now?

A. As soon as we receive your signed application and any supporting information we may have requested, we'll complete our final checks and send you confirmation of your new account details. Shortly afterwards we’ll send your card and PIN, followed by your account welcome pack.

Q. There are some pieces of information I need to change on my application form, can I do this?

A. Yes. Cross out information that is incorrect, and insert correct details, initial any alterations made and return the application. We may need to re-process your application, which may result in a new credit reference search in light of the corrected information.

Q. I want to change the type of account that I applied for, can I do this?

A. Yes, Just complete a fresh application as different Terms and Conditions apply to different accounts. A new application will result in another credit reference search.

Q. I’ve just applied for an account. What identification do I need to provide?

A. You may need to provide both proof of identity and confirmation of your address. Sometimes we can complete our checks without the need to ask you for anything. The letter you receive from us will let you know what identification you need to send, if any.

Q. I already have an account with you, why do I need to provide further identification?

A. Like all financial companies we are legally required to identify our customers when a new account is opened. On some occasions this means that we may seek some form of identification even for an existing customer.

Q. When can I expect to receive my original documents which I sent you?

A. It may take up to 14 days to return these documents. If you have not received them back 14 days from having sent them to us, contact our Helpdesk on 0845 3030 344.