We’ll send the alert to the mobile number we have for you, so please check we have the right one. If you have a joint account you’ll both get the alert so long as we have both numbers. We’ll only send the alert once so if you delete it we won’t be able to send it again.

We’ll send the alerts:

• Monday – Friday, except for UK Bank Holidays
• After 8am

So you know which account we’re alerting you about we’ll include the last four digits of your account number in the text.

There are a number of reasons which may explain why you have not received a text Alert.

• Network problems
• Out of coverage
• Phone turned off or full (i.e. no space for messages)
• Phone number no longer active
• You have not provided a valid mobile number
• When a member of a joint account opts out of alerts, all account holders are automatically opted out.

Another possible reason is that your account may not have been in a status that would trigger an alert.

Although we try to ensure that all alerts are sent to you on time, you shouldn’t rely on this service alone to give you the most accurate information.