When we introduced the new banking system at the end of 2016, every account was allocated a memorable word. You will need your memorable word if you phone the Help Desk and you may be asked to confirm 2 or 3 digits of it when you come to a branch for any transactions on your account.

If you don’t know your memorable word, or to change it to something that you will remember, you can log in to our on-line service if you are registered and send a secure message (please include your membership number in the message as an added level of security).

You can also ask in branch and your memorable word can be sent by text to the mobile number we have registered on your account. If you don’t know your memorable word you will be asked to provide ID by branch staff – we can accept a passport, driving license, signed bank card or a current letter from DWP. It is much quicker and more secure if you remember your memorable word for branch transactions.

Please remember – we won’t ask you for the full word, just 2 or 3 digits, and it is very important that you don’t disclose your memorable word to anyone else.