easy online banking. Simple steps to N&P Internet banking

easy online banking. Simple steps to N&P Internet banking

Be on top of money 24 hours a day with N&P Internet Banking. Welcome to our Internet banking service. This user guide has been created to take you through all the sections and make it easier than ever for you to manage your money online. We’re confident that by registering for Internet banking you can look forward to staying on top of money safely and securely 24 hours a day, 365 days a year from your computer or mobile phone.

Contents

N&P has always believed in the convenience and accessibility of banking online. In fact, we were one of the very first building societies to offer it – all the way back in 1998. We’ve listened to our customers, watched the latest online advances and looked at ways we can improve the service we offer you.

10 My accounts

This guide explains how easy it is to use the internet banking service.

31 My account services

4 Online security 8 Logging in 12 My transactions 14 My statements 18 Transfer money 20 My payments 38 My messages 40 My details 42 Information 44 Frequently asked questions

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Managing your account. N&P offers a range of banking options to make it easy to manage your account Online Register for our Internet banking service and you can manage your account safely and securely 24 hours a day, 365 days a year.

SERVICE

a

w

Withdraw cash

✔ ✔ ✔

✔ ✔ ✔ ✔

Check balance Mini statements Change your card PIN Report lost or stolen cards Resolve statement queries and issues Request an approved overdraft View your account in real time Check your statements Manage bills, standing orders and Direct Debits Transfer money between accounts Foreign money transfers View other savings accounts Set up payments to new recipients

✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔

b

c ✔

✔ ✔ ✔

✔ ✔ ✔ ✔ ✔ ✔ ✔

If you have a savings account, you may not be able to carry out all of these services online. * The Internet Banking service can be accessed from your computer (desktop view) or through your mobile device (Mobile view to make it even easier to manage your money online. For security reasons, there is some functionality, (e.g. setting up payments to new recipients) that can only be carrried out in Desktop view.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 3

KEEPING YOU SAFER ONLINE. Internet banking with N&P is safe and secure. Our site security is always updated in line with industry best practice, but in order to protect yourself against Internet Fraud it is also important that you do what you can. Protect your account details

To reactivate your account, please call our Contact Centre on 0345 300 2808 or get in touch with your nearest N&P branch. If you are calling from anywhere else outside the UK, please call + 44 1733 362 621.

If you have entered the wrong customer number or password 3 times, or not used the service for 2 years or more, you will be automatically locked out of the system. This precaution is designed to protect your account against fraud.

Never share your details When you log in at N&P you will never be asked for your full password or full date of birth. If you are ever asked for more personal details, either during login or by email, do not proceed and contact N&P immediately.

Have we got your numbers? Remember we need to call you to confirm some of your online transactions, so make sure we have your correct contact details. If we can’t contact you to verify your request we may not be able to complete the transaction.

4

5 tips to help prevent identity theft Protect yourself against viruses by installing anti-virus and anti-spy software. This will minimise the risk of your computer catching a virus from the internet. If you use your mobile to access Internet banking, we also recommend you download and maintain mobile device security software.

1

Install an active firewall. This puts a protective barrier between your computer and the Internet to help prevent hackers gaining access to your PC or laptop.

2

Update your operating system and internet browser regularly (e.g. Internet Explorer 11 for Windows 8) as new security features are added all the time.

3



Avoid using links in emails or instant messages. If you type the address for a company or bank into your browser you can be more confident you’re at the correct site.

4

Only download software from sites you trust. Carefully evaluate free software and file-sharing applications before downloading them.

5

For more information about online security, speak to your local computer retailer or search online.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 5

extra protection against online fraud. Free security software

Checking that you are connected to N&P, rather than a fake website created by criminals to gather your password, log-in and account details.

1

As online fraud is becoming more sophisticated, it’s important that we take extra steps to protect your online banking details and personal information against theft online. That’s why N&P is offering Trusteer Rapport as a free download for your security.

Locking the connection between your computer and N&P, to prevent criminals from hijacking your online connection.

2

What is Trusteer Rapport? Trusteer Rapport adds valuable security when you log on to your N&P Internet banking account. It checks that you are using the real N&P website and not a fake. It locks down the link between you and the bank so that fraudsters can’t gain access to your account information. Finally, it blocks all known viruses that target online banking. Rapport doesn’t replace your personal Internet banking security details or other protection such as anti-virus software. It works with them to add extra security.

Creating a secure link for safe communication, stopping thieves from using malware to steal your log-in data and tamper with transactions.

3

Installing Trusteer Rapport is quick and easy – simply go to www.nandp.co.uk and follow the on-screen instructions.

Make sure you always log out Just click on the ‘log out’ button at the top right of any screen when you’ve finished using Internet banking – especially when using a shared PC – and remember NOT to allow your machine to remember your password. 6

More protection against identity theft you have already established will not usually require a security call. All you have to do is make sure we have the correct telephone numbers to be able to contact you when you are banking online.

You will receive a call from the N&P security phone service if you set up a payment or standing order to a new recipient, or when you add or change a telephone number on your account via Internet banking. Payments to recipients

When will we use the security phone service?

 hen you W add a new payment

When you add a new standing order

 hen you W amend your telephone details

Please see pages 24 and 25 for more details.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 7

Logging in is as easy as 1, 2, 3. Step 1

If you are new to Internet banking, when you first log in you will be asked to replace your temporary password with one of your own. This must be 10 characters in length, using letters and numbers but no special characters (e.g. /, ?, !, *). Follow our handy tips on page 41 to create a safer, more secure password.

Go to www.nandp.co.uk/ login and select ‘Internet banking login’. Then enter your customer number and click ‘CONTINUE’.

Step 2

Keeping your details safe

Enter the requested 4 random characters from your password then...

If you haven’t used the service for 2 years or more, or if you enter the wrong details 3 times, you will be locked out of the system to safeguard your security. If this has happened to you, or if you’ve forgotten your password, please call our Contact Centre on 0345 300 2808 to reactivate your Internet banking access. If you are calling from anywhere else outside the UK, please call +44 1733 362 621.

Step 3 Enter the required part of your date of birth and click ‘CONTINUE’.

Protecting your details When you log in at N&P you will never be asked for your full password or full date of birth. If you are ever asked for more personal details, do not proceed and contact N&P immediately. 8

Logging in for the first time.

The security certificate in your web browser gives extra reassurance that your information is protected

Need help? Type in a question or see the answers to our most frequently asked questions here

‘https’ at the beginning of the address in your web browser shows the page is secure

Helpful security links full of essential hints and tips to protect you against Internet Fraud

Forgotten your password? Don’t worry, you can call our Contact Centre to request another one (opening hours are available at nandp.co.uk) Our improved online banking service is safe, secure and quicker and easier to use. You can use it to transfer money, check your balance, make payments and more, all from the convenience of your own home.

Mobile internet banking To access N&P’s Internet banking service from your mobile, simply type nandp.co.uk/mobile into your browser.

N&P Mobile

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your accounts at a glance. This page lets you quickly see the balance for each of your accounts at a glance, listed in numerical order by account number. If you have a lot of accounts, you may need to scroll down the page. Quick links make it easier to do the most popular actions (e.g. making a payment)

Last log in date means you can keep track of when you’ve been online – and see the last time you looked at your accounts

Accounts page gives you an instant summary of your accounts

Easy left hand menu to access your other services, and see if you have any new actions or messages

N&P Mobile

Need help? Type in a question or see the answers to our most frequently asked questions here

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

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account description of the account you wish to view.

After the balance you will see a list of ‘Popular actions’ (highlighted in purple) that make it quick and easy to do the most common transactions for each individual account. These are quick links that take you straight to that action. If the action you require isn’t listed, simply click the relevant section on the left hand menu and select the relevant account from the drop-down menu, or click the

If you just want to check the transactions on one of your accounts, simply click on ‘Account description’ (highlighted in purple) or click the ‘Transactions’ button on the left hand side and choose the account you want to review.

If you only have a savings account

If you only have a savings account, you may only see some of the options in the left hand menu. If you have a Current Account you will always see the full menu.

Access internet banking from your mobile Type nandp.co.uk/mobile into your mobile browser to gain access. For security reasons you will need to switch to ‘Desktop View’ to set up, amend or cancel a standing order or direct debit, create a new one off payment, change your personal details or to access some account services. 11

stay on top of your money. See your transactions for each account – use the drop-down menu – your accounts are listed in numerical order

View your transactions by date by entering the desired month or specific date range. You can access up to the last 6 years’ transactions (a maximum range of 3 months can be displayed at a time)

New balance information lets you see your balance, any uncleared cheques, overdraft limit and available balance at a glance

N&P Mobile

Check transactions by type i.e. only show cheques, Direct Debits and standing orders or card transactions

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Did you know? For routine transactions and browsing for information, Internet users overwhelmingly prefer to go online. Source: Mintel 12

can see the account description and account number. Your accounts are listed in numerical order, so finding the one you need is simple.

Click on the ‘Transactions’ button on the left hand menu and you can see all of your most recent transactions on the selected account. Alternatively you can click on an account description from the ‘My Accounts’ page. The screen will show your most recent transactions.

Any pending charges are shown at the top of this page. These will be deducted on the date that is shown on the screen.

Simply scroll down to view older transactions and click ‘Show more’ at the bottom of the page to go further back. Alternatively, you can use the ‘Display’ drop-down menu to view your transactions by entering a specific date range or by choosing a particular month.

To make it even easier and more convenient for you to find the transaction you want, you can also narrow the selection down using the ‘Show’ drop-down menu. This enables you to view only cheque payments, Direct Debits and standing orders or card transactions.

You can view all your individual accounts using the drop-down menu, where you

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 13

keep your records up to date. Statement delivery allows you to turn off postal statements

Print your statements, they can be printed in the same format as your postal statements

Don’t forget to log out especially if you’re using a shared computer

See your statements for each of your accounts, they are in account numerical order

If you have any pending charges they will be shown here. If you have a Business Account any pending charges will be shown on your postal statement

View your statements by date by selecting the desired date

Protecting your details When you log in at N&P you will never be asked for your full password or full date of birth. If you are ever asked for more personal details, do not proceed and contact N&P immediately. 14

Printing your statements couldn’t be easier – provided you already have a printer set up for your computer, all it takes is one click on the ‘Print’ button. We recommend that you keep printed copies for your records in case you need them.

If you would prefer to see your transactions in a format you know from your postal statements, just click on ‘Statements’ in the left hand menu. Alternatively, use the quick link under the ‘Popular actions’ column if it is available when you are on the ‘My Accounts’ screen.

If you have an account that doesn’t have statements you will not see this option. If you do have the option to view your statements this will be either by month or quarter depending on your account.

On this page you can access your statements; simply choose the account you want where you can see the account holder name(s) and choose the dates you require using the ‘Display’ drop-down menu to get a full, print-ready statement.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online or postal statements? Stop identity thieves from stealing your data by shredding documents before throwing them away. Or you can stop your documents faling into the wrong hands by clicking on the ‘Statement delivery’ button and opting for online statements.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 15

keep track of your charges. To offer our customers even greater transparency, we provide Monthly and Annual Statement Summaries which show any overdraft interest you’ve incurred and all MR AB SAMPLE 1 THE STREETThese are in addition to your regular statements. your charges, if applicable. SAMPLE TOWN SAMPSHIRE AB1 2CD

MR AB SAMPLE A/C No 98765432 GOLD CLASSIC ACCOUNT

Statement No 099 Previous Statement

MONTHLY SUMMARY

Information shown below is at the Statement Date DB signifies overdrawn balance, CR signifies a credit

(£)

(£)

569.27 DB Average credit balance in month Average debit balance in month 235.63 Overdraft limit as at 31 AUG 2014 119.13 452.77 DB

Starting balance Money in Money out Ending balance

Current Amount (£)

Charges in month Unapproved overdraft usage charge Unpaid item charge Paid item charge BLANK LINE

350.62 50.25 DB 250.00

Number

Total (£)

19.00 15.00 15.00

1 2 1

5.00

1

5.00

5

69.00

Approved overdraft usage charge BLANK LINE

(%)

Overdraft interest in month Unapproved overdraft interest amount Approved overdraft interest amount Total BLANK LINE

Money in

Date 31 AUG 2014 Date 31 JUL 2014 Page 1 of 3

19.00 30.00 15.00

(£) 7.73 2.21 9.94

Money out

Itemised charges

Unapproved overdraft interest rate Approved overdraft interest rate Credit interest in month Interest is not paid on this account

16.58 Itemised overdraft 16.58 charges (%)

(£)

0.00

0.00

Monthly Summary The Monthly Summary gives you a detailed breakdown of all your charges over the course of the previous month. You can use this information to see if you need to change how you use your account: for example paying in more to cover your outgoings, or moving direct debits and standing orders so that you don’t go overdrawn. Norwich & Peterborough Building Society and N&P are trading names of Yorkshire Building Society. Yorkshire Building Society is a member of the Building Societies Association and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Yorkshire Building Society is entered in the Financial Services Register and its registration number is 106085. Yorkshire Building Society is authorised to conduct banking and insurance business in Gibraltar by the Gibraltar Financial Services Commission. Principal office of Yorkshire Building Society: Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ, England UK.

Protecting your details When you log in at N&P you will never be asked for your full password or full date of birth. If you are ever asked for more personal details, do not proceed and contact N&P immediately. 16

MR AB SAMPLE 1 THE STREET SAMPLE TOWN SAMPSHIRE AB1 2CD

A/C No 98765432 GOLD CLASSIC ACCOUNT

ANNUAL SUMMARY

Information shown below is for the period 01 JAN 2014 to 31 DEC 2014 DB signifies overdrawn balance, CR signifies a credit

Current Amount (£)

Charges in month Unapproved overdraft usage charge Unpaid item charge Paid item charge BLANK LINE Approved overdraft usage charge BLANK LINE

Total (£)

19.00 15.00 15.00

6 2 5

114.00 30.00 75.00

5.00

4

20.00

20

254.00

Overdraft interest in year

(£)

Unapproved overdraft interest amount Approved overdraft interest amount Total

46.73 8.21 54.94

Total of other charges in the year (including refunds)

(£)

Stopping a cheque charge Sending CHAPS/Foreign money transfer Other (as set out in each monthly statement)

18.00 50.00 189.00

Total

232.00

Total amount of all charges and overdraft interest in the year Total

(£) 540.94

Credit interest in year

Itemised charges

Number

(£)

Interest is not paid on this account

Overdraft interest

Other charges and refunds

0.00

Total Charges

Annual Summary The Annual Summary gives you a complete review of your charges, debit interest and any refunds for the past year. It’s a straightforward way to check that you’re getting the best value from your banking account with us, and keeping on top of your money.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 17

move money between n&p accounts. Select your N&P Account to transfer from – they are in numerical order

Select your N&P Account that you wish to transfer to in the same way

The ‘Transfer Money’ button in the left hand menu lets you transfer funds quickly and securely between your N&P accounts. to make a transfer to another bank you need to use the ‘Payments’ button (see page 20 for details).

Enter the amount you want to transfer

Click the ‘Continue’ button when you’re happy all the details are correct

Make sure you always log out Just click on the ‘log out’ button at the top right of any screen when you’ve finished – especially when using a shared PC – and remember NOT to allow your machine to remember your password. 18

Transferring money is as simple as A, B, C

A

Use the ‘from account’ drop-down menu to scroll to the paying account

B

Use the ‘to account’ drop-down menu to find the receiving account

C

Use the ‘transfer amount’ field to enter the amount of money and press ‘continue’

Alternatively, use the quick link under the ‘Popular actions’ column if it is available when you are on the ‘My Accounts’ screen. this will automatically select the account that you are transferring money from.

Once you have confirmed the initial transfer, as an extra safeguard you’l be taken to a confirmation page where you can review all of the details for one final check. then you simply click ‘Yes’ to send or ‘No’ to cancel.

The easy way to top up your savings Make a one-off payment into your savings quickly and easily by clicking on ‘transfer Money’, or set up a standing order to make regular contributions.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 19

Easily manage your payments. Choose the type of payment you wish to make (one off payment, standing order or direct debit)

View more of your payments, click ‘Show all’ at the bottom of each section

Select the account you want to make the payment from, they are in numerical order

Amend a payment by clicking on the person/ organisation you are paying

Check your payment details, the person/ organisation you are paying, due date and amount

View your payments by type, one-off, standing order or direct debit

Add a new payment by clicking on the ‘Create...’ button under each section

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking. 20

The first page gives an overview of all the payments you have set up on each of your accounts. to help you manage your bills more easily, the payments are listed in the order that they will be paid during the course of the month. Making a new payment online is easy: just click on the ‘Payments’ button in the left hand menu. Alternatively, use the quick link under the ‘Popular actions’ column if it’s available on the ‘My Accounts’ screen. From here you can click on the individual person/organisation you

are paying in order to amend or cancel that payment, or add a new payment by clicking on the ‘Create one-off payment’ or ‘Create standing order’ button under the relevant section. to view more of your payments, click ‘Show all’ at the bottom of each section. Not all accounts allow payments to be made to other people/ organisations, if this is the case you will not see this option within Internet banking. An N&P Current Account is the best way to manage your payments.

Can’t see all of your payments? If only some of your one-off payments, standing orders or direct debits can be seen on screen, click ‘Show all’ below each section to see a complete list.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 21

ADDING A ONE-OFF PAYMENT. Faster Payments are exactly that – payments that take hours rather than days. When you pay bills, transfer money and set up standing orders it should reach the recipient’s account the same day or, if not, then before the end of the next working day. Pay bills and transfer funds in hours You don’t need to do anything extra to benefit from Faster Payments – it’s just the same as making a regular payment via Internet banking, in branch or over the phone. After entering the payment details, if you haven’t paid them before you will be asked to choose a number for our Security Phone Service (see pages 24 and 25). This added security measure confirms that the instruction has come from you and will help to protect you against fraud.

If you have never paid this person or organisation before, click on ‘Create oneoff payment’ on the ‘My Payments’ page. This will take you to the ‘Oneoff payment’ page shown on the right. Make sure you complete the ‘Reference’ box so the person receiving your payment recognises that it has come from you (e.g. a reference from your bill).

Once a payment is set up, you can make payments to this person/organisation whenever you want – they will stay there until you delete them.

Logging in To log on to your Internet banking go to nandp.co.uk/login and select Internet banking log in. 22

1. E  nter who the payment is going to

2. Add their bank sort code, remember to enter it as 99–99–99

3. Put in their account number, this will usually be 8 numbers

5. Finally add the date and the amount, the maximum payment you can make is £10,000 per day

4. Enter your reference so the recipient recognises that the payment has come from you

For your security you will be asked to choose a number for our Security Phone Service to confirm your payment, please see pages 24 and 25 for more details.

Have we got your numbers? Remember we need to call you to confirm some of your online transactions, so make sure we have your correct contact details. If we can’t contact you to verify your request we may not be able to complete the transaction. N&P Mobile

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This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

confirm your transactions. N&P’s security phone service When you set up a payment or standing order to a new recipient, or when you add or change a telephone number on your account via Internet banking, you’ll receive an automated call to make sure the transaction is really coming from you, it’s very simple and should take less than a minute:

Step

1

Step

2

Step

3

Step

4

Step

5

Enter the details of your transaction and click on ‘Continue’. Choose one of the phone numbers we hold for you so we can cal you to check the instructions are genuine. Click on ‘Call Me’.

Answer the automated call on your chosen number and confirm the details of your transaction.

Enter the 4 digit security code that appears on your computer screen into your telephone keypad.

Click on the ‘Phone Call Completed’ button to action your request.

Have we got your numbers? Remember we need to call you to confirm some of your online transactions, so make sure we have your correct contact details. If we can’t contact you to verify your request we may not be able to complete the transaction.

This system means that, in the unlikely event someone gets your online banking login details, they can’t make any payments or standing orders, or change your telephone details, without also having access to your phone.

N&P Mobile

You will then receive a message on your computer screen to confirm whether the transaction was successful or not.

24

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Enter your payment details

Choose which number you want us to call

Click on ‘Continue’

Enter this 4 digit code when instructed

Click on ‘Call me’

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 25

How to amend a one-off payment.

1. Enter or change your payment date if necessary

2. Add your new payment amount

3. Click the ‘Confirm’ button when you’re happy all the details are correct

Occasionally you may be required to confirm your changes via an automated call from our Security Phone Service (see pages 24 and 25) to ensure the request is authorised by you.

If you have already set up a one-off payment and want to change the date or amount, click ‘Change date/ amount’ under the ‘Popular actions’ column or click the name of the person/ organisation you are paying and you will be taken to this screen where you can make the changes.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking. 26

How to cancel or delete a one-off payment.

Details of your existing payment

Cancel your payment if it hasn’t happened yet by clicking on ‘Cancel payment’

Delete your payment if you no longer need to send a payment to this person/ organisation

Stopping a payment is simple. If you have set up a payment and need to cancel it, click on the name of the person/organisation you are paying on the ‘My Payments’ page. This will take you to the screen above, where you can click ‘Cancel payment’ to stop your payment. You can also delete a payment. This will help you if you have a lot of payees set up that you may not use anymore. Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 27

How to set up a standing order. the person/ organisation you are paying and select ‘Delete standing order’ or make your amendment. From here you can choose to skip a payment if you need to (see below). Alternatively, if you wish to just change the amount, click on ‘Change amount’ under the ‘Popular actions’ column on the ‘My Payments’ page. This will take you to your existing standing order instruction where you can make the changes. Deleting a standing order from the screen will also cancel the payment.

If you want to set up a new standing order from ‘My Payments’, simply click ‘Create standing order’ and you will be taken to the screen where you can set up a new standing order. As before, creating a new standing order means you will be asked to choose a number for our Security Phone Service (see pages 24 and 25) to ensure the payment is authorised by you. Deleting or amending a standing order is just as straightforward: just click on

Skipping Payments Once in the ‘Change amount’ screen, as well as amending the standing order amount you can also choose to skip a payment (e.g. if you pay your council tax over 10 months rather than 12 months you can choose to skip 2 payments at the relevant time). Just specify the number of payments. You will see the number of payments being skipped on the standing order summary section.

Protecting your details When you log in at N&P you will never be asked for your full password or full date of birth. If you are ever asked for more personal details, do not proceed and contact N&P immediately. 28

1 . Enter who the payment is going to

2. Add their bank sort code, remember to enter it as 99–99–99

3. Put in their account number, this will be 8 numbers

5. Specify how often you want to make the payments, how many you want to make and when you want them to start. Or click on ‘Until further notice’ if the payments are ongoing, then enter the amount you wish to pay

4 . Enter your reference so the recipient recognises that the payment has come from you

For your security you will be asked to choose a number for our Security Phone Service to confirm your payment, please see pages 24 and 25 for more details.

Have we got your numbers? Remember we need to call you to confirm some of your online transactions, so make sure we have your correct contact details. If we can’t contact you to verify your request we may not be able to complete the transaction. N&P Mobile

29

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

How to check your Direct Debits.

Check the name of the person/ organisation you are paying

See when your last payment was made

View your payment amount

Choose whether or not to stop the payment

If you click ‘Cancel Direct Debit’, you will be asked to confirm this action before we cancel your payment. This is just to ensure none of your bills go unpaid if you cancel a Direct Debit by accident. Please let the organisation know you have cancelled the Direct Debit with them.

Direct Debits are set up by other companies (for instance your electricity provider) on your account. You can stop them easily from the ‘My Payments’ page by clicking ‘Cancel’ next to that payment. If you want to see the details before making a decision, click on the person/organisation you are paying to see the above screen. Here you can review the payment information and cancel it or select ‘Back to My Payments’.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking. 30

Easy access to your service options. The c symbol shows that you have an E-Bond maturity decision to make

‘Notice Accounts’ for savings accounts that need notice before you withdraw money

‘E-Bond maturity’ for E-Bonds that require a decision about what to do when it matures

‘Order book’ order a cheque book or paying-in book if your account has this facility

‘Statement delivery’ allows you to turn off postal statements and only view them online

What you see on this screen depends on the type of account you have – some of these options or online decisions may not be applicable to your account. You will only see the options that apply to your account type so don’t worry if you don’t see all of these. Checking on your Account Services is simple: just click on the ‘Services’ button in the left hand menu. Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 31

Manage your e–bonds.

‘E-Bond maturity’ for E-Bonds that require a decision about what to do when it matures

The c symbol shows that you have an E-Bond maturity decision to make

The ‘E-Bond maturity’ tab enables you to decide what you want to do with the funds in this savings account. If you have an E-Bond decision to make you will see an c symbol against the ‘Services’ button in the left hand menu. You will also see ‘make a decision’ in pink in the ‘Popular actions’ column of the ‘My Accounts’ screen.

Maturity details show the anticipated E-Bond maturity value above the maturity date

you may be required to confirm your transaction via an automated call from our Security Phone Service (see pages 24 and 25) to ensure the request is coming from you.

If you decide to transfer funds from your maturing E-Bond to another account

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Logging in To log on to your Internet banking go to nandp.co.uk/login and select Internet banking log in. 32

Internet Banking gives you 3 options when your e-bond matures: You may change your instruction at any time up until 5pm on the working day before your maturity date. If you are providing these instructions after your E-Bond has matured, it will take up to 3 working days to handle the transactions. Interest rates cannot be confirmed on reinvestments until the new E-Bond is opened. You will receive an email to confirm all of the details. Please refer back to your account literature for more information.

Option 1 Reinvest all or part of the money into another E-Bond from our E-Bond range.

Option 2 Decide to transfer the funds to another account if the maturity is less than £10,000 and close this account or receive a cheque for the full amount if the maturity is more than £10,000 and close this account.

Option 3 Retain the funds in a Holding Account until you decide what to do with the money.

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 33

give notice to make a withdrawal. ‘Notice Accounts’ tab lets you give notice for withdrawing money

N&P Mobile

‘Start date’ and ‘end date’ let you know when your money will be available to withdraw

‘Set up notice’ lets you specify the amount you want to withdraw

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Make sure you always log out Just click on the ‘log out’ button at the top right of any screen when you’ve finished – especially when using a shared PC – and remember NOT to allow your machine to remember your password. 34

Notice Accounts If you have a Notice Account which requires you to give advance notice to make a withdrawal, you can do this by clicking on the ‘Notice Accounts’ tab. Select the account you want to set up the notice on and then click on ‘Set up notice’.

You can give notice to make a withdrawal in just 3 steps:

STEP 1

STEP 2

STEP 3

Specify the amount you want to take out. Then click on ‘Set up notice’.

Go back to the ‘Notice Accounts’ page by clicking on ‘Back to notices’.

View the withdrawal period by checking the ‘Start date’ and ‘End date’.

All the notices that are set up are ordered by the start date of the withdrawal period. If you change your mind about withdrawing the money from your accounts, you don’t have to do anything. the notice will expire automatically and your account will remain unaffected.

Did you know? Setting up a notice period does not transfer any money. You will need to log back into Internet banking during the withdrawal period and transfer the money to another account.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 35

Order new books.

‘Order book’ tab takes you to the cheque and paying-in book request page

‘Order paying-in book’ menu lets you select the account you want it for

‘Order cheque book’ menu lets you select the account you want it for

‘Order’ button lets you request the book

‘Order’ button and you will be asked to confirm your request. Once your cheque book or paying-in book has been ordered a secure message is automatically sent from yourself to N&P so we can action your request. There is no need to reply or take any further action. You can view this message by clicking on ‘Messages’ in the left hand menu. Your cheque book or paying-in book will be sent to you shortly.

If your account has the option of having a cheque book or paying-in book, you can order them online by clicking on ‘Services’ from the left hand menu, then clicking on the ‘Order book’ tab. Here you simply choose the type of book you need, then select the account you want it for from the drop-down menu. Then all you have to do is click on the

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking. 36

Choose how to get your statements.

‘Account description’ shows all the accounts that you could receive statements for

‘Postal statements’ lets you switch paper Statements ‘On’ or ‘Off’

Opting out of paper statements is better for the environment and is also better for your security as paper copies can’t get into the wrong hands. An online statement is available when you log in to Internet banking and select ‘Statements’ (see page 14).

If your account receives postal statements, you can choose to turn them off by clicking on ‘Services’ from the left hand menu, then going to the ‘Statement delivery’ tab.

N&P Mobile

‘Save changes’ to confirm your new settings

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 37

keep in touch.

‘Conversation’ lets you quickly identify messages by subject

‘Status’ lets you keep on top of your messages

‘Select to delete’ lets you choose the messages you don’t want to keep

‘Create new message’ lets you start a new conversation

‘Delete selected’ permanently clears the selected messages

and received messages are combined so you can see them all on the same screen.

You can see all the messages that have been sent and received from either you or N&P. these are secure as nobody else will be able to view these. View your messages by selecting ‘Messages’ from the left hand menu. A ‘pink envelope’ icon will let you know if there are any unread messages waiting for you.

When you’re finished with a conversation simply tick the ‘Select to delete’ column next to it and click ‘Delete selected’. You will be asked to confirm this action before we permanently delete your messages. This is just to make sure you don’t lose any important information if you hit ‘Delete selected’ by mistake.

Messages are grouped by the subject of the ‘Conversation’. this means that all sent

Logging in To log on to your Internet banking go to nandp.co.uk/login and select Internet banking log in. 38

‘Back to My Messages’, click here to go back to your other messages. the rest of your conversation will build up beneath your message, so you can read it all on one screen

how to send a message.

‘Subject’, this will help you identify your message when we reply

‘New message’, type your message in this section

‘Relating to’ helps us ensure your message reaches the best person to help you

‘Send’, click here when your message is complete

You will be asked to confirm that you want to send the message.

Sending us a secure message is very easy. Just select ‘Create new message’, enter the subject of your query and use the drop-down menu to select what your message relates to, so we can ensure the correct team receives it. then simply type your message and click ‘Send’.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 39

manage your personal details. How to change your password & email Need help? type in a question or see the answers to our most frequently asked questions here

Enter your new email in the space provided

Confirm your new email then click ‘Change email address’. An email will be sent to your old and new email address to confirm this has been changed Enter your existing password so we can be certain that the instruction is coming from you Enter your new password in the space provided and then again to make sure you have entered it correctly Then click ‘Change password’

To replace your password, simply enter your existing password in the space provided. Next enter your new one below and type it in again to confirm it, then click on ‘Change password’. the next time you log in to Internet banking you will need to use your new password.

You can also change your email address on this page. Again, al you have to do is enter your new address and then confirm it in the next field then click ‘Change email address’. Easy!

Use this screen to change your password if you think someone else may know it.

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Not sure what to do? Every page has a Help button, which gives you easy access to useful tips on how to get the most out of Internet banking. 40

How to change your telephone numbers

Select which number you would like to add or amend

Enter the details and then click on the ‘Save changes’ button

When you add or amend a telephone number you will receive an automated call from our Security Phone Service (see pages 24 and 25)

Choosing a secure password

3. T hen remove all the vowels so it’s less easy to identify, making it ‘MySfPlc’

1. Don’t use a password that is easy to guess or a dictionary word, definitely not your name (or your pet’s, your child’s or your mother’s maiden name) or ‘Password’

4. For extra security now add some numbers, like the end of a friend’s phone number, making your final password ‘153MySfPlc’. You won’t find that in a dictionary!

2. T ry starting with a memorable phrase or song title rather than a word, for example ‘MySafePlace’

5. Always use different passwords for different websites

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 41

guidance when you need it.

‘Information’ links are here to help you further

Lost/stolen cards

information you would find on the back of your printed statement.

Find all of our contact numbers for reporting losses, managing your accounts and more.

Terms & conditions If you don’t want to keep lots of paperwork filed away, but would still like to have our full Internet banking service conditions for your records, you can view and download them on to your computer.

Interest rates See the interest rates we pay on all our accounts. You can also find details of our charge and overdraft interest rates.

Online demo

Useful information

Access our Internet banking online demo and download the latest pdf of our user guide.

Find useful information to help you manage your money and details of our usage and service charges. This is the

Make sure you always log out Just click on the ‘log out’ button at the top right of any screen when you’ve finished – especially when using a shared PC – and remember NOT to allow your machine to remember your password. 42

Understanding the messages Information Bring something to your attention so you can check you are happy, e.g you have selected a date range with no transactions, you’ll need to select another date range.

Warning Appear beside any information you enter that is invalid or at the top of the screen asking you to review your instructions. These will prevent us from carrying out your request unless you change the highlighted details – (e.g. if you have set up a payment date which is on a bank holiday, it will need amending to a working day).

N&P Mobile

This screen shows the ‘Desktop View’ from a computer. If you access Internet Banking from your mobile you may have to switch to ‘Desktop View’ to view all of the functionality shown above.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 43

Your questions answered. Q. What if I forget my customer number?

Q. Can I be certain that N&P Internet banking is secure?

A. If you have forgotten your customer number, please call our Contact Centre on 0345 300 2808. We will ask you for your telephone password to verify your identity before confirming your customer number. If you do not know your telephone password, we will still be able to help you.

A. Yes. Our online system is extremely robust, and is constantly checked by both internal and external experts to ensure your safety. We also use advanced encryption technology to scramble all sensitive data and provide total confidentiality.

Q. Why does the site say I’ve been locked out of Internet banking?

Q. What if I forget my password? A. To get a new password, please call our Contact Centre on 0345 300 2808 or get in touch with your nearest N&P branch and they will request one for you. If you’re anywhere else outside the UK, please call + 44 1733 362 621.

A. You will be locked out of the system if you enter the wrong customer number or password 3 times, or if you haven’t used the service for 2 years or more. This is to protect your account against fraud. To reactivate your account, simply call our Contact Centre or visit your nearest branch.

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 44

Q. Why aren’t the screens displaying properly?

Q. How do I add/bookmark the N&P internet banking mobile icon to my phone’s homescreen?

A. If you’re having difficulty seeing the website correctly, please make sure you’re running the latest version of your browser and have performed any recommended updates. We recommend that you use the latest version of the following browsers; Microsoft Internet Explorer, Mozilla Firefox, Safari, Google Chrome. To check you have the most upto date version, simply refer to your browsers associated websites.

A. To bookmark this site go to the N&P mobile homepage (nandp.co.uk/mobile) and try one of the following options:

1. From your phone menu, select the ‘Add to Home Screen’, ‘Bookmark’ or ‘Add to Favourites’ option. Finish by touching the ‘Add’ button.



2. Select Menu and select either ‘Bookmark’ or ‘Add to Favourites’. For some devices this may save the bookmark directly onto your homescreen. If the bookmark has not been automatically saved onto your homescreen, go back to your homescreen and select ‘Add’ from the menu. Next, select “Bookmark’ or ‘Favourites’ and select ‘N&P Mobile’ to add to your homescreen. For some phones you may need to drag the icon onto your homescreen.

Q. What should I do if I get a ‘System Error’ on screen? A. Try logging out and trying again. If the problem persists, please call our Contact Centre.

Please refer to your mobile phone user guide if you are having difficulty bookmarking.

Important We’re happy to help with specific Internet banking related questions. Please call 0345 300 2808 in the UK or + 44 1733 362 621 from anywhere else outside the UK. Unfortunately we cannot offer technical help related to your own computer, please contact your software provider. 45

q&a security phone SERVICE. Q. What do I need to do now?

number on your Internet banking account. Payment to recipients you have already established will not usually require a security call.

A. When you set up payments or standing orders to new recipients or change your telephone numbers via Internet banking, you’ll receive an automated call to make sure that the instruction is really coming from you. Payments to recipients you have already established will not usually require a security call. All you need is a telephone near you when you are banking online.

Q. What type of telephone numbers can I be called on? A. We can call you on any UK or international telephone number, so long as it’s not a premium number (starting with 09). We can hold up to three telephone numbers for you, such as your home, work and mobile. You can choose to be called on any of them so we’ll be able to contact you wherever you are.

Q. Why are you introducing it? A. When using our Internet banking service your security is our number one priority and we are constantly improving our security to prevent fraud. If a fraudster acquires your login details and gains access to your accounts, they are unlikely to have access to your phone as well. this service provides extra security through an automated call to one of your registered telephone numbers at the time of the transaction. Without your phone, they won’t be able to transfer money away from your accounts.

Q. What happens if you can’t contact me? A. If we can’t verify that it really is you giving us the instruction, we won’t process the transaction or make the requested amends. That’s why it’s important to make sure that the telephone numbers we hold for you are up to date. Q. Will I be charged for this service?

Q. Will I receive a call for every online transaction? A. No, just when setting up payments or standing orders to new recipients or when you change or add a telephone

 ot in the UK. If you’re abroad, some N mobile service providers may charge you for receiving the call.

. If you make a transaction that requires this additional security and we can’t reach you, you will need to telephone

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas) 46

Q. What can I do if I have a disability that prevents me from using this service?

our call centre. In this instance, you would be charged the cost of an 0345. Calls to 0345 numbers are charged at the same standard network rate as 01 or 02 landline numbers even when calling from a mobile.

A. To use this service you need to be able to receive a call from us, confirm details that are relayed to you and then enter a four digit number into the telephone keypad which will be displayed on your computer screen. If you are unable to do this then please visit your nearest branch or contact us by textphone and we will arrange the payment for you.

Q. What if I’m called to confirm an instruction I didn’t make? A. Please press ‘2’ when instructed to confirm you weren’t expecting the call. this will enable us to investigate. If you would like to speak to someone, please call 0345 121 7681.

Q. Can I use this service if I am abroad?

Q. If I update my telephone number online will I be able to use this number immediately?

A. Yes, we can call you on an international telephone number or mobile number. If you know the phone number that you will be using before you go abroad we recommend that you set up this up on your account before you go. You will then be able to use the service as usual whilst you are away.

A. If you update or add a telephone number online you will need to go through the phone security service. Once the process is complete you will be able to use your new number.

Q. Where do I go for help?

You can also amend or add a telephone number to your account by calling the Contact Centre on 0345 300 2511, visiting your nearest N&P branch or sending a signed letter to N&P, Peterborough Business Park, Lynch Wood, Peterborough PE2 6WZ.

A. You can call our dedicated Security Phone Service query line on 0345 121 7681. This line is open between Monday to Friday 8am to 8pm and on Saturdays from 9am to 5pm. Out of hours there is a voicemail service. You can also find more information on our website, nandp.co.uk.

Q. Will you use my phone numbers for anything else? A. Not if you tell us that you don’t want us to contact you for marketing purposes. You’ll only ever hear from us to confirm your details as part of this security process or if we suspect there has been an incidence of fraud on your account. Any marketing preferences that are currently in place will not change unless you instruct us to.

Have we got your numbers? Remember we need to call you to confirm some of your online transactions, so make sure we have your correct contact details. If we can’t contact you to verify your request we may not be able to complete the transaction.

47

GET IN TOUCH b BYBy PHONE Our experts are based locally at



r By post

N&P’s Peterborough contact centre and are here to make banking easy for you. You can call them on:

We’re always happy to hear from our customers. If you would like to write to N&P please use the address below:

0345 300 2808

 N&P Building Society

Or if you’re hard of hearing, call our Textphone line on:

Peterborough Business Park Lynch Wood

0345 121 9921

Peterborough

If you are calling from anywhere else outside the UK

PE2 6WZ

+ 44 1733 362 621. For lost or stolen cards, please call 0345 121 2248 or if calling from abroad please call + 44 1733 372 374 (both lines operate 24 hours). If you have card protection, you should also call them immediately.

If you use your mobile device to access your Internet Banking, i.e. if you are able to access the Internet via your mobile devcie, we recommend you only visit trusted websites and only download trusted “applications” from known sites in order to ensure that malicious software is not installed onto your mobile device. For additional security we also recommend you download and maintain mobile device security software on all devices you use to access your Internet Banking. We recommend you ensure your device is up to date with the latest version of its operating system. Please be aware you may be charged by your service provider for internet access. Norwich & Peterborough Building Society and N&P are trading names of Yorkshire Building Society. Yorkshire Building Society is a member of the Building Societies Association and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Yorkshire Building Society is entered in the Financial Services Register and its registration number is 106085. Principal office of Yorkshire Building Society: Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ, England, UK. All communications with us may be monitored/recorded to improve the quality of our service and for your protection and security. Calls to 0345 numbers are charged at the same standard network rate as 01 and 02 landline numbers, even when calling from a mobile. YRB07ID 01072015

Online help demo Try our new Internet banking service for yourself at nandp.co.uk/online-demo To activate Internet banking, please call 0345 300 2808 (+44 1733 362 621 overseas)