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What to do if I have lost my passbook?

If you have lost or have had your passbook/account documentation stolen, you must let us know immediately.


You can do this by contacting a branch or our Customer Service team during our opening hours. Please visit our contact us page which details how you can contact us as well as our current opening times.


If you need to contact us outside of our opening hours, you can call our dedicated voicemail service on 0121 796 7079. Simply leave your name and contact telephone number and we will call you back the next working day.  Please note, this should only be used in the event of either lost or stolen passbook/account documentation.


Once we have been advised of a lost or stolen passbook/account documentation, a warning will be placed on your account and no withdrawals can be made until a duplicate passbook has been issued. In order to do this, you will need to complete a lost/stolen passbook form as well as provide relevant identification. The standard charge for this service is £10.


You can find the lost/stolen passbook form in our forms library here.

For more information about ID requirements, please see here.

You can find the location of your nearest branch here.

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