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Dormant and lost accounts

Reactiving a dormant or lost account

If you think you’ve lost touch with your account, or if we hold an account in someone else’s name that you think you might be entitled to, please get in touch with us.

Dormant and lost accounts

The process to find and reclaim your balance is simple. Just visit your local branch to find out how to reclaim funds.

It’ll help to identify your account if you're able to provide any related account documentation, such as an old statement, passbook or other correspondence. We'll also ask you to provide some information and documents to prove who you are and/or your entitlement to the account, before it can be paid.

Lost accounts are sometimes referred to as 'dormant accounts', as they've been inactive for some time and we may have closed them. This means that you won't be able to make transactions on the account.

In assessing if your account is dormant we will consider if there have been any transactions through your account. We may not take into account activity on other accounts that you may hold with us or your access to our Online Banking service.

Accounts that have been dormant for an extended period of time may be included in the Unclaimed Assets Scheme described below.

Unclaimed asset scheme

We participate in the Unclaimed Assets scheme established under the Dormant Bank and Building Society Accounts Act 2008. The purpose of the scheme is to enable money in dormant accounts (ie balances in accounts that have been inactive or dormant for 15 years or more) to be distributed for the benefit of the community while protecting the rights of customers to reclaim their money.

Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL). RFL is a not-for-profit reclaim fund that is authorised and regulated by the Financial Conduct Authority (No 536551).

If we transfer the balance of your account to RFL, you will have against RFL whatever right to payment of your balance you would have had against us if the transfer had never happened. However, we will remain responsible for managing all aspects of the customer relationship with you and for handling all repayment claims (which we will do on behalf of RFL). Therefore, you should continue to contact us in the usual way if you have any queries or complaints in relation to your account or balance.

Both we and RFL participate in the Financial Services Compensation Scheme (FSCS). The transfer by us to RFL of your balance will not adversely affect any entitlement you have to compensation from the FSCS.