Poise Commerce Bank
Ways to reach us, what to have ready, and what we can resolve on the spot
Good service is not only a friendly voice — it is the right answer the first time, a secure channel for sensitive data, and fair process when something goes wrong. This page sets out the main contact paths for Poise Commerce Bank, typical response times, and the information that helps us help you without unnecessary back-and-forth.
How to get in touch
Secure online banking: best for most account servicing, card controls, and payment queries where you are already signed in. Telephone: for urgent matters, lost or stolen cards, or when you cannot access the app. Email and web form: for general enquiries that do not include your full account number or passcodes. We will never ask you to disclose your full online password or a one-time code by email. If someone does, it is a scam: hang up, call the number on our site.
- UK support line: 0800 000 0000 (example — use our published number on letters and the website header)
- Deaf and hard-of-hearing: contact options including relay services where we provide them
- Written complaints: follow the process in the complaints section; we have regulatory timelines to acknowledge and resolve
Before you call
Please have to hand: your name as on the account, the last part of the account or card (never send full details by unsecured email), and a clear description of the transaction or issue, including the date, amount, and any reference. For disputes, we may need you to complete a form so that we can charge back or trace a payment in line with scheme rules.
Vulnerable customers and extra support
We train colleagues to identify circumstances where a customer may need a bit more time, a different format, or specialist referral — for example, temporary illness, loss of a partner, or difficulty using digital channels. Tell us if there is a way of communicating that works better for you, and we will do what we can within operational reality.
