General

Can I email a copy of my statement to my accountant?

Yes, to do this

Select Documents
Select Document Vault
Select the statement required or Select Search which will display the Search Documents
You can search in a number of different ways. The more information you enter, the more refined your search results will be. When you have entered the necessary information, select the Search
The results will be displayed. Choose the statement from list which generates a PDF copy.
Use the ‘send file’ functionality (envelope icon) in Adobe Reader to instantly email the statement to your accountant

Important: Please remember that once you have downloaded information from Online Banking it is your responsibility to keep it safe and secure and we recommend that before emailing sensitive documents they are encrypted

Can I see which accounts have paper statements switched off?

To view which accounts have statements online only and which have paper statements generated

Select Documents
Select Turn off Paper Documents
The accounts where Online Only is selected will not generate paper statements, any other accounts will generate paper statements.

Can I set up an alert to let me know when a new statement is ready to view online?

To set up an alert to advise you when a new statement is ready to view online,

Select Services
Select Alerts
Select New Alert
Choose and insert an Alert Name
Choose Document Received as the type of alert
Choose the Type of Document for which you want to receive an alert
Choose the Accounts for which you would like to receive an alert, or unless you selected all Documents which will generate an alert any time a document is received in Online for all of the accounts.
Select the Send To and enter or select the required e-mail address or mobile number
Select whether the alert should be sent Until Further Notice or Valid Until a specified date
Select Next
Select Confirm

Can I switch my paper statements back on?

It is possible to request that paper statements are posted out but please consider your statement frequency when doing so as additional charges could be incurred

Select Documents
Select Turn off Paper Documents
Untick the Online only check box to switch on paper statements for all bank accounts. Alternatively, select the check box next to each account, if paper statements are only required for some accounts
Read the important information section
Select Next
Read the terms and conditions and agree to them by selecting the check box
Select Confirm
Select Set Up Alerts if you wish to receive an alert when the statements are available to be read online
Select Set Up Alerts Later if you do not wish to set up an alert.

The changes will be confirmed and take effect the next time the statement is due.

Can I switch off paper statements for all my eligible accounts at the same time?

Yes, it is possible to turn off paper statements for all your accounts at the same time

Select Documents
Select Turn off Paper Documents
Select the Online only check box to switch off paper statements for all bank accounts.
Read the important information section
Select Next
Read the terms and conditions and agree to them by selecting the box
Select Confirm
Select Set Up Alerts if you wish to receive an alert when the statements are available to be read online
Select Set Up Alerts Later if you do not wish to set up an alert.

The changes are confirmed and will take effect the next time the statements are generated.

Can I switch off paper statements for just some of my accounts?

Yes, it is possible to have paper statements delivered for some accounts and switch them off for others.

Can I switch off paper statements using the mobile service?

You can switch off paper statements using both the tablet and mobile app.

Can I use my online statement as proof of address?

Your online statement is an exact copy of your paper statement, so, once downloaded, it will be widely accepted as proof of address. In the rare case it is rejected, please contact your Banker or Coutts 24 on 020 7957 2424 and request a duplicate paper copy be sent to you.

Can I view my credit card and charge card statements online?

Yes, it is possible to view your charge card and credit card statements online. If you are the main card holder they will be available to view in the document vault

How do I search for a statement in the document vault?

Select Document
Select Document Vault
To look for a previous statement select the year or month as required
The Product selection drop down box can be used to select an individual account.
Use the filter option to reduce the number of documents on the screen. Filter by Document type, Read or Unread

Alternatively you can use the search function,

Select Search (If viewed on a mobile device ‘More options’ will need to be selected first)
Enter the Dates From and To that you wish to search between
Select the Status of All, Unread or Read
Select the Product or Account you wish to search on
Select the Document Type such as monthly statement
Select the document Description or All Documents
Select Search

The results will be displayed. Choose the statement from the list that appears to view the PDF copy.

How do I search for a tax report in the document vault?

Select Documents
Select Document Vault
Select Search (If viewed on a mobile device ‘More options’ will need to be selected first)
Enter the Dates From and To that you wish to search between
Select the Status of All, Unread or Read
Select the Product or Account you wish to search on
Leave the Document Type such as All Document Types
Select the document as Tax Report
Select Search

The results will be displayed. Choose the tax report from the list that appears to view the PDF copy.

How do I view, download or print a document such as a statement?

Select Documents
Select Document Vault
Select the document or statement required. Historic documents and statements can be found by selecting the month or by selecting Search button which will display the Search Documents Historic documents, other than statements are available from October 2015 onwards, statements are available from when you began using Online.
You can search in a number of different ways. The more information you enter, the more refined your search results will be. When you have entered the necessary information, select the Search button (If viewed on a mobile device ‘More options’ will need to be selected first).
The results will be displayed. Select the document or statement from list which generates a PDF copy to view or print

How far back can I access copies of my statements or other documents I can view online?

Statements are available from the start of April 2012 or from the date that the user who wishes to view the statements was set-up Online. Documents, other than statements will be available from October 2015 onwards.

I am a commercial client, how do I switch off paper statements?

Only administrators have the ability to switch to online only statements or to reinstate them back to paper.

To switch off paper statements you must be logged on to www.coutts.com/online or using the mobile app. If you are an administrator you can switch to and from online statements in the following way

Select Documents
Select Turn Off Paper Documents
For the account statements listed, choose between the options to receive statements Online only or to receive Paper statements (copies will continue to be available online), by selecting the accounts individually using the circle button, or by switching all accounts together using the box at the top of the column
Read the important information section
Select Next
Read the Terms and conditions and if acceptable agree to them by selecting the box
Select Confirm

You can choose to set up an alert to advise you when your statement is available on Online, or you can choose to do it later.

An ! denotes the change needs to be approved by another administrator

I am a private client, how do I switch off my paper statements or turn them back on?

To make your financial details all the more secure, it is possible to turn off your paper statements and have them delivered Online only. Paper statements can be turned back on at any time.

To switch off paper statements you must be logged on to www.coutts.com/online or using the mobile app.

Select Documents
Select Turn Off Paper Documents
For the account statements listed, choose between the options to receive statements Online only or to receive Paper statements (copies will continue to be available online), by selecting the accounts individually using the tickbox, or by switching all accounts together using the box at the top of the column
Select Save Changes
Read the Terms and Conditions and if acceptable agree to them by selecting the tick box
Select Confirm

Any changes made will be confirmed on the screen and will apply to future statements

You can choose to set up an alert to advise you when a new statement is available on Online, or you can choose to do it later.

I am a private client, how do I turn off my paper investment reports?

To make your financial details all the more secure, it is possible to turn off your paper documents and have them delivered Online only. Paper documents can be turned back on at any time.

To switch off paper investment reports

Select Documents
Select Turn Off Paper Documents
For the Investment Reports and Advices listed, select the Online Only tick box. By using the box at the top of the column it is possible to turn off all paper documents
Select Save Changes
Read the Terms and Conditions and if acceptable agree to them by selecting the tick box
Select Confirm

Any changes made will be confirmed on the screen and will apply to future reports

You can choose to set up an alert to advise you when a new document is available Online, or you choose to do it later

I no longer receive paper statements, how can I obtain statements for a closed account?

To obtain a copy statement for a closed account please contact Coutts 24 on +44 (0) 207 957 2424.

Why can?t I switch off paper statements for certain accounts?

All accounts shown online in the Turn off paper Documents list are currently enabled for online statements. Some account types are not currently enabled for online statements, you will be notified as soon as these become available.

Will my statement fee change if I choose to stop receiving paper statements?

If you receive daily or weekly paper statements, you are charged for this service. If you switch to online statements, you will no longer be charged. If you reinstate paper statements, these charges will apply again. Please see our Private Client Banking Tariff or Banking Services for Business Clients for further details.