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Big change, built around you

We’ve been working on the biggest technology investment in our history – upgrading the systems that sit at the heart of everything we do.

It might not sound exciting, but it makes a real difference to how we serve you, every day.

This change will help us deliver a faster, more flexible and more modern experience – whether you’re online, in branch, or managing your mortgage. Because as your needs change, we want to keep improving too. Let’s grow together.

So what does this mean for you?

This isn’t just a technology upgrade. It’s about making everyday things easier. Here are some of the improvements you’ll start to see:

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Faster, simpler payments

  • Move money more quickly with faster payments
  • No need for cheques or slower transfer methods for larger withdrawals
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Mortgages made simpler

  • A smoother journey for customers, brokers and solicitors
  • Fewer calls and emails chasing updates
  • More progress happening online
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A better experience in branch

  • Faster service once everything is up and running
  • Less waiting while things are processed behind the scenes
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Better digital experiences over time

  • A more modern online service
  • The ability to introduce new features like a mobile app

There may be a short settling-in period

Because this is such a big change, there may be a short period where things feel a little slower than usual while we get everything up and running.

You might notice:

  • Slightly longer wait times in branch
  • A bit more time to get through to us on the phone
  • Colleagues taking a little longer to complete some tasks

We know that’s not ideal, and we really appreciate your patience while we get everything up to speed.

The good news…

This is only temporary. Once everything settles in, you’ll start to see the full benefits of the new system.

And in the meantime, our teams will be doing everything they can to support you.

Useful FAQs

Show FAQ - What will change - and when?

Some improvements will happen straight away. Others will come over time. That’s because this upgrade is all about putting the right foundations in place – so we can keep making things better, step by step.

Right now we’re working towards launching the first phase in mid November. This may change as our priority is ensuring everything is stable and secure.

Show FAQ - What about your online customer portal?

As part of this change, we’re introducing a new online service. To keep accessing your accounts online, you’ll just need to activate your new online service when it’s ready. It’s quick and straightforward – and we’ll guide you through it when the time comes.

Show FAQ - What do I need to do now?

For now, nothing. We’ll be in touch to let you know when it’s time to activate your online service, and exactly how to do it. If we need anything from you before then, we’ll make it clear and easy.

Your money stays safe

This change won’t affect your accounts, your savings or how your money is protected. Everything remains secure, and you can continue using your account as normal.

We’re here if you need us

If you’ve got a question or want to talk it through:

This is just the start

This investment is about more than just today. It’s the first step in building a better, more flexible experience for you – now and in the future.

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