Paper-free terms & conditions

General

Once paper statements or correspondence are stopped for your account, you're agreeing for your documents to be sent electronically to your personal account area in Online Banking.

We'll no longer send statements or correspondence for the account by post, unless you ask us to start sending you paper documents again or for another reason stated in these conditions. You can receive your statement or correspondence online at any time by signing in to Online Banking and viewing your online Inbox for correspondence or Account Statements section for statements. We won’t amend or delete any statements or correspondence which are held in your personal account area in Online Banking.

If you upgrade your bank account, your agreement to receive documents online will also apply to your new, replacement account (unless you ask us to start sending you paper statements or correspondence again).

Savings accounts or bank accounts statements

You can view your statement online at any time by signing in to Online Banking. You can use the online search function to view and print your statements. Your account statements will be displayed as HTML documents.

Although you won't receive paper statements, we'll continue to advise you by post if you have to pay any interest or any overdraft charges (unless you’ve agreed to receive online correspondence).

Credit card accounts - Statements

Your credit card statements will be available to view as PDF (Portable Document Format) files.

By agreeing to receive your statements online, you're also agreeing to receive other documents that we normally send as part of your paper statements such as certain Notices of Variation, Notices of Default Sums, Notices of Sums in Arrears and Annual Statements as part of your electronic statement.

Savings accounts and bank accounts correspondence

When you agree to receive your account correspondence online you’re agreeing that we may send documents such as changes to the terms and conditions of your account, pre-notifications of charges, annual interest and product summaries, any overdraft agreement and other letters relating to any overdraft on your current account to your online Inbox (which is located via the Account Overview page in Online Banking).

You can use your online Inbox to view, search and print selected correspondence and online alerts. Your correspondence will be displayed as PDF documents. You’ll be able to archive correspondence which can be retrieved later.

If you have one or more accounts registered to receive online correspondence, you’ll also receive some general correspondence online (where there’s no specific link to one account, such as appointment bookings, change of address, etc.).

Please note: Not all correspondence will be available online and you’ll still receive some letters by post (such as documents requiring a signature, where we’re asking you to provide a response, or where it wouldn’t be appropriate to send online).

We may add or remove types of letters considered to be appropriate for delivery in your Inbox without making changes to these terms and conditions, or informing you separately.

General

You can ask us to start sending you paper statements or correspondence again at any time. Just sign in to Online Banking and go to the ‘Manage Online and Paper Preferences’ page. You'll then be able to Opt-in/Opt-out for statements and correspondence for each individual account.

Alternatively you can call our Online Banking Helpdesk on 0345 602 0000. If you need to call us from abroad, or prefer not to use our 0345 number, you can also reach us on +44 (0) 113 279 8302 or  You can call us using Relay UK if you have a hearing or speech impairment. There's more information on the Relay UK help pages.
Sign Video services are also available if you’re Deaf and use British Sign Language.

You'll begin receiving paper statements or correspondence again at the same frequency you were receiving them before they were stopped.

Savings accounts or bank accounts statements

You can re-instate or opt out of paper statements 4 times in a twelve month period, starting from the date of the first time you opted out.

Credit card accounts - Statements

There are no restrictions on the number of times you can opt into or out of paper statements.

Savings accounts and bank accounts correspondence

There are no restrictions on the number of times you can opt into or out of paper correspondence.

General

The online statements produced may not be accepted as proof of ID/address, as some companies require original paper statements rather than online printouts.

Savings accounts or bank accounts statements

You can order a paper statement online by visiting the Account Statement screen and selecting ‘Order a paper statement’. You can also request a paper statement by visiting one of our branches or by calling us on 0345 720 3040.

If you need to call us from abroad, or prefer not to use our 0345 number, you can also reach us on +44 (0) 113 242 1984 or you can call us using Relay UK if you have a hearing or speech impairment. There's more information on the Relay UK help pages.
Sign Video services are also available if you’re Deaf and use British Sign Language.

There is no charge for the first request of a paper statement. However, if you require extra copies of the same statement, we'll treat this as a request for a duplicate statement and a charge will apply.

Please see our Banking Charges Guide for further details.

Credit card accounts - Statements

You can request a paper statement by visiting one of our branches or by calling 0345 944 4555.

If you need to call us from abroad, or prefer not to use our 0345 number, you can also reach us on +44 (0) 173 357 3189, or you can call us using Relay UK if you have a hearing or speech impairment. There's more information on the Relay UK help pages.
Sign Video services are also available if you’re Deaf and use British Sign Language.

There will be a charge for all paper copies of credit card statements.

Please see your credit card terms and conditions for further details of the charge we'll make.

Savings accounts and bank accounts correspondence

It is easiest to print a paper copy of your correspondence by opening the PDF document (stored in your Inbox) and selecting ‘Print’. For best results, click the print-friendly ‘Print’ button on the top right of the page (not ‘File’ then ‘Print’ in the print function of your browser).

You can also visit your nearest branch and we can arrange for a paper copy to be sent to you.

We recommend that you download, save and print important documents for your records.

Savings accounts or bank accounts statements

If you sign in to Online Banking but don't view your statements for 3 consecutive months, you'll receive an online reminder to look at your statements.

Credit card accounts - Statements

If you sign in to Online Banking but don't view your statements for 3 consecutive months, you'll receive an online reminder and an e-mail to remind you to view your statements online.

You'll receive a further online reminder if you don't view your statements after 6 consecutive months.

Savings accounts and bank accounts correspondence

You’ll receive an email advising you when a new item of correspondence has been sent to your Inbox. You must make sure that you tell us if you change your e-mail address so that you’ll keep on receiving these notifications.

The number of unread correspondence messages available for you to read will be displayed in a prominent position in your Inbox. This will increase until you view one or more of your messages.

Savings accounts or bank accounts statements

If you don't sign in to Online Banking for 3 consecutive months we'll send you a letter or e-mail asking you to look at your statement online. We'll also send you additional reminders by post after 6 months and then again at 9 months.

Credit card accounts - Statements

If you don't sign in to Online Banking for 3 consecutive months, we'll send you an email asking you to look at your statement online.

Savings accounts and bank accounts correspondence

If you don’t sign in to Online Banking for 3 consecutive months we’ll send you an email asking you to look at your correspondence online. We’ll also send you additional reminders by e-mail after 6 months and then again at 9 months.

If you don’t sign in for twelve consecutive months we’ll start sending you paper correspondence again.

Savings accounts or bank accounts statements

If you opt out of paper statements or correspondence on a joint account, you confirm that you also have the agreement of the other party to receive documents electronically in the ways described above. We'll stop sending paper statements or correspondence to all the account holders named on the joint account and we'll write to the other account holder(s) to confirm the change.

Note: If you’ve accepted paper-free correspondence you’ll also receive some general correspondence online (where there’s no specific link to one account, such as appointment bookings, change of address, etc.). This doesn’t apply to the party who hasn’t chosen to receive online correspondence, and they’ll continue to receive general correspondence by paper.

If the account holder who asked us to stop sending paper statements or correspondence leaves the account, then paper statements will be re-instated for the other account holders remaining on the joint account.

Savings accounts or bank accounts statements

If you intend to close an account for which you receive online statements, please make sure that you print copies for your records before you do so, as you'll no longer be able to access your statements online once the account is closed.

Credit card accounts - Statements

If you intend to close an account for which you receive online statements, please make sure that you print copies for your records before you do so, as you'll no longer be able to access your statements online once the account is closed.

Savings accounts and bank accounts correspondence

If you intend to close an account for which you receive online correspondence, please ensure that you print copies for your records before you do so, as you may no longer be able to access your correspondence online once the account is closed.

Savings accounts or bank accounts - Statements and correspondence

These terms add to, and should be read with, the conditions that apply to your account. Those include important information, such as how we can change this service and these conditions, and how we’ll inform you.

Credit card accounts - Statements

We may change these terms and conditions by giving you at least 2 months' advance personal notice.

In giving you personal notice, we’ll tell you about the change by letter, email, online message, text message, statement message or insert or in any other way which is sent to you individually.