Improving our online banking experience

Changes are coming to our online and mobile banking later this month. Here is everything you need to know about what to expect.

During the 101 days (and counting) of lock-down, more members have relied on our mobile app and online banking than ever before.

London Mutual was one of the first credit unions to offer online banking tools. Since then, technologies and expectations have moved quickly. For many members, mobile apps are no longer just a helpful add-on, but the main way they manage their money.

Over the past few months we have been working on a major upgrade of our mobile app and online banking. We have designed these changes to give you new features while making it easier to use.

Service disruption

The online and mobile banking upgrade will take place over the long weekend of 24-27 July. There will be some disruption to our services over this period, with branch closures and one-off online payments unavailable. We will email and text you details of what to expect and when. Check the Service Status page for the latest

What changes can I expect?

A big priority with this upgrade has been improving accessibility. As a credit union, it’s important to us that no one is left behind. We want to make sure all members can access our services, no matter how confident they are with technology.

We hope the new upgrade encourages more members than ever to give online and mobile banking a try. But we know that is only possible if you feel comfortable using it. That’s why we’ve dramatically simplified the process of registering as a first-time user, and of logging in day-to-day.

We’ve also worked to reduce the number of passwords you’ll need to remember to carry out day-to-day tasks. We will also be running face-to-face sessions in our branches for members who need help getting started.

Here are some of the key ways we’re making things easier:

Easier registration process

If you are new to online and mobile banking, with us, we’ve made it easier than ever to register. If you don’t have a PC or laptop, you can now register directly from the mobile app. You’ll need to confirm some basic personal info and set a password and security question, and you’re good to go.

Logging in via Touch ID

Let’s face it. Not many of us have our credit union membership number handy all the time. The upgraded app now includes Touch ID. This means that if your device supports it, you’ll be able to use fingerprint or facial recognition to log in quickly.

No more transaction passwords

One of the biggest issues you told us about were the number of passwords we ask you to remember. While it’s important to keep things secure, there’s now a better way. Instead of a transaction password, we’ll text you with a six-digit code each time we need to check your ID.

What do I need to do?

For the time being, there’s nothing we need you to do. We will send you instructions about how to upgrade your app, or how to register for the first time. We are expecting some disruption the weekend the new system goes live, however, and this will involve:

  • Branches will close on Friday 24th July
  • Online banking and the mobile app being offline
  • Electronic payments delayed over the weekend.

If you are likely to be affected by this, we will send you SMS and email updates letting you know several days in advance. You can always find the latest on our Service Status page. If you have got any questions or concerns, you can contact us at [email protected]

Thank you as ever for your support and patience— it will be worth it.

Ben West

As Head of Business Development, Ben is responsible for promoting our membership and services, improving customer experience, and developing our links with employers and community organisations

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