Frequently Asked Questions

When can I use Coutts Online Banking?
Which accounts are available on the Service?
How do I view additional accounts?
How long does it take to set up additional accounts?
Can I access my accounts from any PC?
How do I import my account information into a spreadsheet?
How much does the Service cost?
What are the charges for making payments online?
Is the Service secure?
What type of mail can I send using the Messages option?
What should I do if my Passcode Calculator is lost, damaged or stolen?
Why am I re-directed to a different address when I use my Favorites list?

Help

Balances
Viewing Statements
Items being presented today
Scheduled Transactions
Regular Payments
Transfers between Coutts accounts
Arranging Transfers
Money Market Transfers
Creating a New Deposit Account
Why can’t I set up a Money Market call account in Sterling?
What are the interest rates on this product?
Making Payments

Faster Payments Service

Making payments and Charges
Scheduling future payments
Beneficiary information
Viewing, Amending or Cancelling Standing Orders
Creating Standing Orders
Viewing or Cancelling Direct Debits
Currency Ordering
Order replacements cards and PINs
Order Statement
Order Chequebook and Paying In book
Your Details
Security features
Use of specific browsers to access Coutts Online Banking
Ensuring your account is safe online
Downloading Information
Getting Further Help

Frequently Asked Questions

When can I use Coutts Online Banking?
A: Coutts Online Banking is available 24 hours a day, seven days a week.
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Which accounts are available on the Service?
A: You can apply to see most of your Coutts accounts, including your credit card accounts, on Online Banking. Investment, Limited Company, Partnership and certain types of loan and mortgage accounts are not available on the Service. You can see accounts that are held in your sole name or joint accounts where you are a named account holder or where you are a nominated third party.
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How do I view additional accounts?
A: Let us know which of your accounts you would like to see by sending us a message or calling us on +44 (0)20 7770 0000. We will then send you an amendment form that includes details of the accounts you want to access.
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How long does it take to set up additional accounts?
A: We will usually be able to give you access to your accounts within 48 hours of receiving your amendment form. You can also create new Money Market accounts by selecting New Money Market Account from within the Transfers option.
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Can I access my accounts from any PC?
A: Because no dedicated software is needed, you can access your accounts from any PC connected to the Internet, provided it uses a secure browser (i.e. Netscape 7.0, Internet Explorer 6, or a later version.) We do not recommend using beta (in development/trial) versions of browsers.
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How do I import my account information into a spreadsheet?
A: Account information can be saved to your PC using the download option. This file can be opened in a range of Windows applications, including spreadsheets such as Microsoft Excel™, Microsoft Money™ and Intuit Quicken™
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How much does the Service cost?
A: Coutts Online Banking is free. You only pay for transactions such as Urgent Sterling payments and International payments you make via the Service.
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What are the charges for making payments online?
A: Payments are charged at preferential rates. These are displayed within Payments.
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Is the Service secure?
A: Our Online Banking Service uses the highest standards of security currently available for commercial use. Please see the help section on Security (link to Security features section) for more information.
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What type of mail can I send using the Messages option?
A: The messages function lets you send simple messages quickly and securely to the Online Banking Helpdesk or your Private Banker.
Please do not use the messaging service to send value and/or time critical instructions, such as payment instructions.
Any enquiries you have about Online Banking should be sent to the Online Banking Helpdesk. This team is dedicated to providing you with support for the use of the Service.
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What should I do if my Passcode Calculator is lost, damaged or stolen?
A: Call us immediately on +44 (0)20 7770 0000.
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Why am I re-directed to a different address when I use my Favourites list?
A: Our Online Banking Service balances visitors over more than one Internet server. When you add the Service to your Favourites list you create a link to only one of these machines. To solve this problem, Online Banking detects that you have entered the site via your Favourites list and redirects you to achieve an even balance. If you wish to avoid this process then change the Internet address your Favourite link is pointing at to: http://www.440strand.com .
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Help

Balances
The balances of all your accounts reported on Online Banking are shown as soon as you enter the service, and also when you select the Your Account section.
You are given two balances for your bank accounts - the Closing Balance and the Available Funds. The Closing Balance includes all known items at the close of business at the date shown. The Available Funds does not include any cheques that have been paid in or credited that have not been cleared but includes any BACS entries that would clear today and any direct debits or cheques being debited. Available funds balance is not available for currency accounts
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Viewing Statements
Choose the Banking option from the top navigation bar, and then select Statement at the left of your screen. Alternatively, click on the account number displayed within the Balances section.
The Statement screen automatically shows you the last fifty transactions on your account.
If you would like to see more transactions, enter an earlier start date and a finish date on the statement screen and click on Go.
If you want to view a statement for another account, use the drop down list at the top of the Statement screen and click on Go.
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Items being presented today
Any items which the Bank is aware of, and that are being processed through your accounts today can be viewed by selecting the Banking option from the top navigation bar and then clicking on Today's Statement from the left of your screen.
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Scheduled Transactions
Choosing Scheduled Transactions within the Banking option you can see any transfers and payments that have been arranged via Online Banking. You can cancel or change any future dated transactions, online, up until the day before they are due to be processed.
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Regular Payments
Standing Orders and Direct Debits, which have already been arranged, can be seen by choosing Standing Orders or Direct Debits within the Payments option. You can then create new, amend or delete existing Standing Orders, and delete existing Direct Debits. See the Payments section of Help for further details.
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Transfers between Coutts accounts
Select the Banking option from the top navigation bar and then click on Transfers from the left of your screen. Enter the details of your transfer. To save time, you can set up the transfer to take place at regular intervals. If you only want to make this transfer once, please ignore the frequency and number options.
When you have entered all the details of your transfer select Review to continue. Check the details are correct, especially the date on which the transfer will be made. You can amend or cancel your transfer if you wish.
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Arranging Transfers
Your transfer can be arranged up to 12 months in advance. If you enter a non-working day for your transfer, we will automatically change this to the next available working day for you.
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Money Market Transfers
You are able to transfer money between your Money Market Call Account and other Coutts accounts. To do this select Money Market Transfer from the Transfers option. You will need to select the two accounts between which the money is being transferred and the amount. You can then review the details before confirming the transfer. The minimum amount you can transfer is 1,000 in either US Dollars (USD) or Canadian Dollars (CAD).
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Creating a New Deposit Account
You can create a new Money Market or Private Reserve account by selecting New Deposit Account from within the Transfers option. Once you have completed the required details, you can review them before confirming the creation of the new account.
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Why can’t I set up a Money Market call account in Sterling?
The sterling money market call account has been replaced by the Private Reserve bank account. This account will allow you to automatically transfer money to and from your current account. Please speak to your Private Banker for further information.
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What are the interest rates on this product?
For up to date rates please check www.coutts.com/marketing/invest_rates.asp
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Making Payments
After selecting the Banking option from the top navigation bar and then clicking on Payments from the left of your screen, you will need to select the type of payment you want to make – Other Sterling which includes Faster Payments and Three-day Payments, Urgent Sterling or International.
When you have entered all the details of your payment select Review to continue. Check the details are correct, especially the date on which the payment will be processed. You can amend or cancel your payment if you wish.
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Faster Payments
After selecting Other Sterling from the menu bar, you will arrive at the Faster Payments and Three-day Payments screen. For a payment to be sent through the Faster Payments Service, it must meet the following criteria –

• Sufficient funds are available
• The bank of the Beneficiary is a member of the Faster Payments Service
• The payment amount is within the scheme limits
• Correct beneficiary account details are entered

The scheme limits for Faster Payments are £10,000 for an immediate or Future Dated Payment, and £100,000 for Standing Orders. Please note for your security, our internal limits may differ from those of the scheme and may change without notice.

Charges
You only pay for Urgent Sterling and International payments made via Online Banking. The current fees for these payments are displayed within Payment Charges.
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Scheduling future payments
Your payment can be arranged up to 12 months in advance. If you enter a non-working day for your payment, we will automatically change this to the next available working day for you. If you wish to make several similar payments in the future you can create a new Standing Order instruction – see Creating Standing Orders
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Beneficiary information
To save the details of a beneficiary for the future simply use the option to save this Beneficiary when you review a payment. Their details will be saved within your beneficiary list.
You can change a beneficiary's details by choosing the Banking option from the top navigation bar, and then Payments followed by Beneficiary List from the left. Choose the beneficiary you want to change click Go and input the amended details.
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Viewing, Amending or Cancelling Standing Orders
Standing Orders that have already been arranged can be seen by choosing Standing Orders within the payments option. You can then amend or delete any Standing Order instructions online until two working days before they are due to be processed.
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Creating Standing Orders
A new Standing Order instruction can be created by selecting Standing Orders within the payments option and then clicking on the New Instruction button. Once the payment details have been completed, you can review them before creating the instruction. Please allow four working days for the instruction to be set-up.
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Viewing or Cancelling Direct Debits
Direct Debits that have already been arranged can be seen by choosing Direct Debits within the payments option. You can then delete any Direct Debit instruction online until two working days before they are due to be processed.
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Order Currency
After selecting the Currency Order link from the left of your screen, you will be able to enter all the details to request up to four currencies to be delivered to any address in the UK. You will then need to select the review button and then check all the details are correct, especially the date on which the currency is required. You can then complete, amend or cancel your request.
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Order replacements cards and PINs
From the Account services link you are able to order replacement cards and PINs for your Credit, Charge, Account and Cash cards. You should only use these screens if your cards are damaged. If your cards are lost or stolen please call 0870 600 0459 (if outside the UK +44 1423 700545)
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Order Statement
On the Order statement page you can request copy statements for the past seven years. There maybe a charge for this service, click here (link to www.coutts.com/products/fees.asp ) to see the fees for banking services.
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Order Chequebook and Paying In book
From the account services page, select the Order Cheque Book link. On this page you can order a chequebook or paying in book for your accounts, although a chequebook should automatically be sent to you.
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Your Details
On this page you are able to provide details of a new address or contact information. Please note that the address you provide will be used for all correspondence.
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Security features
Coutts Online Banking uses a number of security features to protect your account details from being intercepted online. To gain access to Online Banking you must have your user name, your Passcode Calculator and PIN. Your Passcode Calculator will provide a unique code every time you log on to Online Banking. If your Passcode Calculator is lost or stolen, please call us immediately on +44 (0) 20 7770 0000.
All online communications between you and Online Banking are encrypted to protect your data. Encryption scrambles the data into an unreadable format for transfer across the Internet and our systems decrypt the data on delivery. Online Banking uses 128bit encryption, the highest form of encryption commercially available.
We will disconnect you from Online Banking if the Service is left inactive for 5 minutes. This helps to prevent unauthorised persons from accessing your data or using the service if you are away from your computer. However, you should never leave your computer unattended when logged in to Coutts Online Banking.
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Use of specific browsers to access Coutts Online Banking
For the Service to function as securely as possible, we only allow the use of specific browsers that support the latest security protocols and encryption technology.
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Ensuring your account is safe online
Always exit the Service if you need to leave your computer unattended, especially if you are using the Service from a place where other people may gain access to your PC. Keep your Passcode Calculator secure at all times. Do not write your PIN number down where it could be easily found, or reveal it to anyone and do not keep it with your Passcode Calculator.
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Downloading Information
To download your account information, select the Banking section at the top of your screen and then choose the Your Account Download options on the left.
When you select Download Now you will be asked if you want to open the file from its current location or save the file to disk.
If you choose to open the file, your computer will automatically open it using the most appropriate application.
If you choose to save the file to disk, you will be able to select the directory where you want to save the file, and the name to save the file under.
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Getting Further Help
Our Online Banking Helpdesk is available to answer your questions 24 hours a day, seven days a week. Please contact us by
Phone: +44 (0)20 7770 0000
Message: Send a message via Messages
Alternatively, you can select the Call Me option under Messaging and we will call you.
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