Reset your Online Password

It only takes a few minutes to reset your Online Password

To do this you'll need:

  • Your Username
  • The Memorable Word that you set up
  • An up-to-date telephone number already held with us
  • To be able to receive an automated call on that number to confirm it's you

Need some help?


If you've forgotten your Username, you can retrieve it.

If you've forgotten both your Online Password and your Memorable Word, you won't be able to log in to Online Services.

You'll need to call our Customer Service Centre on 0800 121 8899 and have your telephone security details handy. An advisor will get you set up so that you're ready to re-register for Online Services on the website where, you'll create new online security details.

You won't be able to re-register for Online Services without speaking to us first.

We're open Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm (closed bank holidays). Or visit your nearest branch

If you don't have any up-to-date telephone numbers with us, you'll need to update these before you can reset your Online Password.

To do this, call our Customer Services Centre on 0800 121 8899 and have your telephone security handy. We're open Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sunday 10am - 4pm (closed bank holidays). Or visit your nearest branch

Can't find what you're looking for?

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