Frequently asked questions

If you believe you’ve been tricked into sending money to a fraudster, act quickly:

• Call our team on 0330 380 1181 as soon as possible. Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays). Or email us at [email protected] to report fraud – our team will pick this up as soon as they can.
• Report it to Action Fraud, the UK’s national reporting centre for fraud and cybercrime.

Want to stay one step ahead of fraudsters? Check out our safety tips to help protect your business.

If something isn’t working as expected, don’t worry – there are a few things you can try before reaching out.

1. Check you’re on the latest version. If you’re using the app, make sure it’s up to date. Updates often fix bugs and improve performance.
2. Log out and back in. Whether you’re on the app or web platform, logging out and signing in again can often resolve the issue.
3. Still not working? Get in touch and we’ll do our best to help.
   In the app, go to the ‘Help’ section to contact your Business Partner. Alternatively, you can call us on 0330 380 1181 (9am–5pm, Monday to Friday) or email us at [email protected].
4. Want to report a bug or share feedback? If you’ve spotted something off – or have an idea or suggestion you’d like to share with us – email us at [email protected] with as much detail as possible.

If you’ve received an email that doesn’t look or feel right, here’s what to do:

1. Don’t click on any links or open attachments. They could contain malware or try to steal your information.
2. Don’t respond to the email. Avoid engaging – even to say it’s a mistake.
3. Check for red flags, including: requests to move money to a “reserve account”, urgent demands to open a new account, unusual language or misspellings, or messages that pressure you to act quickly. We’ll never ask you to move money or share personal details by email.
4. Report it. Message your Business Partner through the ‘Help’ section in the app or web platform. Or call our team on 0330 380 1181 (Monday to Friday, 9am–5pm).

We’re always looking for ways to improve – so whether you have feedback, a suggestion or a complaint, we want to hear from you.

If you feel that we haven’t lived up to your expectations in any way, we’d like to know so we can put things right for you.

Here’s how you can get in touch:

• Call us on 0330 380 1181. We’re available Monday to Friday, 9am–5pm (excluding bank holidays).
• Email us at [email protected]
• Write to us at:
  OakNorth Bank plc
  Ship Canal House
  98 King Street
  Manchester, M2 4WU

You can also read more about how we handle complaints.

The Financial Services Compensation Scheme (FSCS) is the UK’s deposit protection scheme. It protects eligible deposits of up to £85,000 per person, per bank in the unlikely event that a bank fails.

So, if you hold money with OakNorth and we’re unable to meet our financial obligations, the FSCS would step in to compensate you – up to the limits above.

The FSCS covers business and personal accounts, current accounts and savings, sole traders and limited companies. You don’t need to do anything to register – FSCS protection applies automatically. Learn more at fscs.org.uk.

We understand that everyone’s circumstances are different. If you live with a health condition, are experiencing a life event or have specific access needs, you can let us know – either when you apply for an account or anytime in your settings under ‘Support & wellbeing’.

This could include:

• Health conditions – such as a disability, chronic illness or being hard of hearing.
• Life events – like bereavement, job redundancy or becoming a carer.
• Personal experience – for example, if English isn’t your first language or you find it hard to use technology.

Telling us means we can take your needs into account and offer support where we can. It’s confidential – and entirely up to you.

If there’s a payment in your recent transactions list that you don’t recognise, tap on it to see more details. In this view, you’ll get the merchant name and the transaction’s date and time. As a first step, we recommend contacting the merchant and asking them to provide more information and clarify any discrepancies. It’s possible that the transaction was legitimate but appeared differently on your statement.

If you still don’t recognise the payment, contact our team by calling 0330 380 1181 to report it, and we’ll investigate immediately.

If you need to report your card as lost, stolen or damaged, call our support team on 0330 380 1181 (or +44 330 380 1181 if you’re outside the UK). We’ll cancel your card immediately and order you a new one.

Here are a few things you can do to protect your card from misuse:

1. Memorise your PIN and avoid writing it down or sharing it with anyone. 
2. Be vigilant when using ATMs and card terminals. Inspect them for any signs of tampering or skimming devices, and cover the keypad when entering your PIN to prevent others from seeing it.
3. Store your card in a safe location when not in use. 
4. Exercise caution when making online purchases, and make sure you only provide your card details on secure and reputable websites. Learn how your online shopping is secured with Visa.

For everyday support or guidance on features, contact the OakNorth Business Partner team at [email protected] or call us on 0330 380 1181. We’re here Monday to Friday, 9am–5pm.

For anything urgent – or if you’d like to discuss a new opportunity – you can reach out directly to your dedicated Business Partner. You’ll find their personal email in the ‘Help’ section of the app or web platform. It was also shared with you when your account was first approved.

To report fraud or a lost or stolen card, call 0330 380 1181. This line is open 24/7.