Debit Card Help and Guidance

Daily limits

Cash withdrawals

• £250 - Personal customers
• £750 - Premier customers
• £500 - Business customers

Card payments (online or in-store)

• £10,000 per day - Personal and Business customers
• £20,000 per day - Premier customers

Some transactions may require additional security checks. If your payment is declined, send us a secure message through Digital Banking.

Travelling abroad

Before you travel, let us know by sending a secure message with:

• Where you're travelling
• Your travel dates
• A contact number (including any temporary numbers)

This helps us recognise your transactions and avoid unnecessary declines. Your card may not work in some countries or may have restrictions, so always carry an alternative payment method when travelling.

Lost or stolen card

If your debit card is lost or stolen, contact us immediately:

• UK: 0800 408 6407 (Mon–Fri, 10am–4pm)
• Outside the UK: +44 129 889 0137
• Out of hours: 0344 879 3177

You should also check your recent transactions and report anything suspicious straight away. A replacement card and PIN will be sent separately within 6-7 working days.

Why has my transaction been declined?

Your card may be declined if:

• The transaction is outside your normal spending pattern
• Additional security checks are needed
• The transaction doesn't meet card restrictions

If this happens, contact us or send a secure message. Once verified, you can try the payment again.

Card security and monitoring

We monitor your card activity to help protect you from fraud:

• We may contact you if something looks unusual
• If we can't reach you, your card may be temporarily blocked
• Once confirmed, your card can be used again

We will never ask for your full password or security details.

Restrictions

Your debit card cannot be used at:

• Casinos
• Automatic fuel dispensers
• Money remittance services (e.g. Western Union)

In some countries, your card may be blocked completely or limited to ATM and chip & PIN transactions only. If you're travelling, check in advance and make sure you have another way to pay. See [Insert link: full list of restricted countries].

What happens next?

• Transactions are checked for security before being approved
• Some payments may still be declined if they don't meet our criteria
• If your card is blocked, it will be released once we've confirmed the activity with you

How long will it take?

• Card payments are processed immediately (subject to checks)
• Travel notifications are applied once received
• Replacement cards arrive within 6-7 working days

Quick tips

• Tell us in advance about large or unusual purchases (e.g. holidays or cars)
• Keep your contact details up to date
• Carry a backup payment method when travelling
• Genuine transactions can sometimes be declined for security reasons

Need help?

If you're unsure about anything, send us a secure message through Digital Banking, and we'll be happy to help.