Using Your Debit Card

We're changing debit card provider to MasterCard

We’re switching our debit cards over from Visa to Mastercard. You'll be receiving a replacement card in the next few months.

Your account remains the same and your new card will work in the same way as your old one.

Find out more about the change to MasterCard

Replacement debit card

We are focussed on protecting your account from fraud. Occasionally we might send you a new debit card to ensure your account remains safe and secure.

Why have I received a replacement debit card that I haven’t requested and before my existing card has expired?

We proactively issue replacement cards when there is a risk that your existing card details have been compromised.

We act quickly to get a new card to you whilst your existing debit card remains active, with the aim of protecting your account whilst minimising any inconvenience.

Your new Debit Mastercard®

As we’re switching to Mastercard all of our customers will receive a replacement card. Find out more about the move to MasterCard.

What should I do next?

Start using the new card straight away, with your existing PIN. We’ll cancel your old debit card shortly
Check your transactions on the Mobile app, Online banking or your regular statements
If you see a transaction you don’t recognise you can find more information about the retailer and how to report fraud here
If you want more information about managing your debit card you can find it here

How do you know my debit card details are at risk of being compromised? Can you tell me how it happened?

Our fraud systems are constantly monitoring your account for any indications that your card details have been compromised. Once detected we do everything necessary to protect your account and one of those steps is to replace your card.

There are several ways your card details could have become compromised or known to another person. For instance, a shop you have used online may have lost some of their customer details; another individual may have copied your details; or you may have used your card in a shop or at an ATM that had a card skimming device attached to it. These are just some examples.

Although we can’t tell you exactly how or when your card details might have been compromised, rest assured we are committed to protecting your account from fraud.

Why have I received a Debit Mastercard® instead of a Visa?

How can I keep my new Mastercard safe?

Your new card will work in the same way and nothing on your account will change as a result. We won’t ask you for any personal or financial details, so be mindful that these could be a scam. Take a look at some of the tips below to keep your card and account safe and secure.

If your address changes you should tell us immediately and ask Royal Mail to redirect your post. If other people have access to your post, consider collecting it from a local branch.

If you need to update your new card details with any retailers, make sure you go to their website directly and do not rely on links in emails to access their website. If you do, this could be a scam.
When updating your Apple or Google Pay, make sure to do this directly via the digital wallet features on your phone. If you receive an email asking you to do this, it could be a scam.
You need to make a PIN payment to activate your new card, always remember to cover your PIN when you’re using your card in a shop or at an ATM, and never divulge your PIN to anyone. Report any lost or stolen cards or compromised PINs to the Bank immediately.
You should always report any lost or stolen cards to us straight away. You can turn off features, such as contactless, and freeze your card if you have lost it by personalising your card controls within our app.

Debit card features

You can use a debit card to:

pay for goods and services online or over the phone
pay for anything in store using your pin code. It's safe and secure. Just carry your card, there's no need to carry cash
make contactless payments, without a pin code, quickly and securely for items up to £100

Making contactless payments

Pay for those small, everyday items up to £100 just by tapping your debit card on the terminal in shops, restaurants, cinemas and almost everywhere else.

Contactless payments have the same protection as Chip & PIN payments.

Think you've misplaced your debit card?

Can't find your debit card? With our mobile app or online banking you can freeze your debit card so it can't be used until you find it again. When you find your card you can remove the block.

How to freeze your debit card

Using your debit card abroad

It's important to be aware of any fees associated with making purchases or withdrawing money from an ATM when you are abroad.

Check our debit card currency calculator to get an estimate of how much a purchase or cash withdrawal might cost.

Debit card currency calculator

Remember to register your travel plans before travelling

Remember to let us know your travel plans when you're travelling abroad. Telling us in advance is easy using our mobile app and will reduce the likelihood of your transactions being blocked.

You can register one trip at a time. It can include up to seven countries and last 90 days. Register each country you are visiting. The marker will apply to all debit cards in your name. Joint account holders should register separately.

How do I register my travel plans?

All you need to do is log in to the mobile app then:

select the account which has the debit card
choose 'Manage my card'
select 'Going Abroad'
follow the on screen instructions

You will be able to create one Travel Plan at a time by choosing 'Add Country', for a maximum period of 90 days, including up to 7 countries. Each country will need to be registered individually e.g.

Destination 1 - Germany, entry 27/08/20XX, exit 10/09/20XX
Destination 2 - France, entry 11/09/20XX, exit 16/09/20XX (etc)

Please check that the Travel Plan:

does not have overlaps or gaps between destination dates
is no longer than 90 days in duration

The Travel Plan will apply to debit cards only attached to accounts managed via mobile banking and only in your name. Joint account holders should register separately.

More about the mobile app

App available to online banking customers aged 11+ with compatible iOS and Android devices and a Channel Islands, Isle of Man, UK or international mobile number in specific countries.