To help you make the most of our online banking service, we’ve gathered answers to some of the questions that are most often asked. Should you find that the answer you’re looking for isn’t here, please don’t hesitate to reach out. You can contact us via our online form, or email us at onlinebanking@alpha-bank.co.uk. We’ll be delighted to help.
What is the online banking service?
Our online banking service provides secure, view‑only access to your accounts, documents and communications with the Bank. You can log in to see information about your current accounts and fixed‑term deposits, view transactions, check your personal details, access consolidated statements, review and update your marketing preferences, and read your Terms & Conditions. If we introduce new features in the future we will let you know in advance.
How do I register and log in?
If you would like to register for online banking, please speak to your Relationship Manager, who will start the registration process for you. They will usually respond within 2 business days. If they are unavailable, you can email onlinebanking@alpha-bank.co.uk or use the online form at alphabanklondon.co.uk/contact-us.
Once your registration has been initiated, you will receive an email invitation. Follow the link to create your credentials and complete Strong Customer Authentication (SCA).
When you log in for the first time, you will be asked to review and accept the Online Banking Terms & Conditions and the Privacy Notice. You will not be able to view any information in online banking until these have been accepted.
After this, you can log in using your username and password. You will be asked to verify your identity using a one‑time passcode (OTP).
What security measures are in place?
We use strong security controls including strong customer authentication, encryption and automatic timeouts. You may also be asked to complete an OTP verification for certain actions. Please keep your login details private and secure and notify us immediately if you notice anything unusual, such as unexpected login prompts, alerts, or transactions you do not recognise.
What should I do if I forget my User ID or Password?
Forgot User ID: Use the “Forgot User ID” link on the login screen. Complete the form, confirm with OTP and you will receive your User ID by email.
Forgot Password: Use the “Forgot Password” link, complete the required information, set a new password and confirm with OTP.
How do I change my password?
You can change your password via My Profile. Follow the on‑screen steps and verify with OTP. You will be logged out and must log in again with your new password.
What happens if I enter my password incorrectly multiple times?
After three incorrect attempts, your account will be locked. If you need help unlocking your account, please contact your Relationship Manager in the first instance. Alternatively, please see “Who do I contact for help?” for other ways to get in touch.
What can I view in My Profile?
You can view your name, email, phone number, date of birth and addresses (including correspondence address). Editing details online is not supported If you need to update any personal information, please contact your Relationship Manager in the first instance. Alternatively, see “Who do I contact for help?” for other ways to get in touch.
What can I manage in Settings?
You can view and update your marketing and communication preferences.
What will I see on the Dashboard?
Your dashboard will show your current accounts and fixed term deposits. Use the view more/view less button to expand or collapse sections when multiple accounts exist. You can also filter by account type.
What can I do with my Current Accounts?
You can view your current account information, including your balance, account details and recent transactions. When you expand an individual transaction, you will see both the Transaction Date (TD) - the date the transaction was initiated - and the Settlement Date (SD) - the date the transaction is fully completed. You can also filter your transactions for up to the past 12 months.
Please note that account‑level statements and pending transactions are not currently available. Consolidated statements cannot be viewed from an individual account screen; they are only available from the View Statements section in the left‑hand menu.
What can I do with Fixed Term Deposits?
You can view your deposit details. Updating maturity instructions or making changes is not currently supported online. If you need to amend or discuss your deposit, please contact your Relationship Manager in the first instance. Alternatively, see “Who do I contact for help?” for other ways to get in touch.
What statements are available?
You can view and download a consolidated statement that includes all of your accounts. Individual account‑level statements are not currently available. Consolidated statements cannot be viewed from within an individual account; they are only accessible from the View Statements section in the left‑hand menu.
Can I make a payment online?
No - online payments are not currently available. To make a payment, please contact your Relationship Manager, or see “Who do I contact for help?” below
How accessible is online banking?
Our online banking platform is designed to follow WCAG 2.1 AA principles so as many people as possible can use our online service independently, safely and confidently. This includes support for screen readers, logical heading structure, keyboard‑only navigation and responsive reflow. It also supports text alternatives for non‑text content and maintains operable controls without requiring a mouse.
If you need help understanding any accessibility options or features, please contact your Relationship Manager in the first instance. Alternatively, see “Who do I contact for help?” for other ways to reach us.
How is my information used?
We use your information to run your accounts and provide online banking services according to our Privacy Notice and may work with trusted service providers (e.g. SMS authentication services). We use your information for legitimate business purposes and keep it secure. Please see our Privacy Notice for more information.
Can I give a third party provider access to my account?
Yes. You may permit certain regulated Third‑Party Providers (TPPs) such as Account Information Service Providers (AISPs) or Payment Initiation Service Providers (PISPs) to access your account information. You will actively confirm your consent for this. Any TPP you use must be authorised in the UK or EEA.
What should I do if I need support or want to make a complaint?
We want to ensure that you have a positive experience. If something goes wrong, you can make a complaint. We will listen and act fairly. Please contact your Relationship Manager in the first instance. If your issue is not resolved to your satisfaction, you can refer it to the Financial Ombudsman Service for independent review.
Further information on our complaints process is available here.
Is my money protected?
Your eligible deposits with Alpha Bank London are protected by the Financial Services Compensation Scheme (FSCS) up to £120,000 per eligible person, per authorised firm.
Eligible investments may be protected up to £85,000 per eligible person, per authorised firm. The FSCS can't accept any claims that are for poor investment performance - unfortunately, the nature of investments means their value can go down as well as up.
Further information is available in the FSCS factsheet on our website.
When might access to the service be restricted?
We may suspend or restrict access if we believe your security is at risk, you breach terms, for legal/regulatory reasons or when your relationship with us ends.
Who do I contact for help?
The quickest way to contact us is through your Relationship Manager, who will assist you in the first instance.
Alternatively, you can complete our online form, or email us at onlinebanking@alpha-bank.co.uk.