What is the maximum amount of notes I can exchange in a branch?
Note Exchanges guidance in FAQs is for personal customers only.
Note exchange requests over the counter can be supported during Monday to Friday within our opening hours.
Our primary aim is to keep customers safe and secure, and our branches follow our processes carefully to achieve this. This will include asking you questions about the source of the cash and reason for the exchange request.
However, for exchanges between £5,000 and £19,999 it is advisable to give us 24 hours notice, particularly if you would like specific denominations.
For Note Exchanges over £20,000 we require 3 business days notice.
You can pre-advise us of your transaction via our customer contact team on:
Telephone banking
Personal customers - 03457 424365 (overseas +44 2890 538 033)
Minicom: 0800 015 4422
Open 7 days a week 8am-8pm (Automated service 24/7).
When visiting one of our branches to make a Cash Exchange you will need:
- Identification: Debit Card and PIN with secondary ID (such as; Driving License or Passport)
- Relevant paperwork to support your payment purpose, if this exists. For example, for property works please provide an invoice
- To be prepared for our branch colleagues to ask further questions about your withdrawal request which can sometimes take up to 30 minutes - providing advance notification of the request does not mean it has been authorised
- In some instances, we may decline the cash exchange based on the information provided surrounding the transaction. This would only ever be in situations where we need to safeguard our customers – for more information please review our T&Cs that can be found under section 2.2 (PDF, 353 KB).
