I have received my replacement Debit Mastercard® and it's not working.

First, check that you haven't frozen your card on the mobile app or Online Banking. If you have please unfreeze the card using the app.

If the card is still frozen after this then contact the Debit Cards Customer Service team.

Telephone banking
Personal customers - 03457 888444 (overseas +44 3457 888444)
Open 7 days a week 8am-8pm (Automated service 24/7).

Business customers - 03457 114477 (overseas +44 3457 114477)
Relay UK: 18001 03457 114477
Open 24 hours a day.
Calls may be recorded.
Call charge information.

Please have your customer number and PIN ready as this will enable your call to be answered faster and more securely. These are the same details you use to log in to online banking.