Help & Support
Making a change to your business accounts
You can make multiple changes to your business accounts using a single form. This includes:
- adding and removing people
- changing your signing instructions
- changing access for existing users
Check the full list of changes you can make and how the form works.
Common queries
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If you’re having issues uploading a file, you can:
- try again later – it may be an issue on our side
- log off, then use the link we’ve sent you to access the form again
- try using a different browser or a private browsing window. You’ll find the private browsing option in your browser’s menu.
Alternatively, please complete the mandate variation form.
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When you submitted the form, the person, or people, you asked to be given access to your accounts will have received an email to confirm their details. Check that they’ve done this.
You can’t see if they’ve completed this in the form itself.
When all approvers and the new people have confirmed, we’ll receive the case. The applicant will receive an email with a reference number to confirm we’ve got it.
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You can add or remove approvers to the form. To do so:
- Go to Your Progress
- Click, or tap, on the name of any approver.
- Then either amend any existing details or add another approver.
To remove approvers:
- Click on the x next to their name on Your Progress.
- You can’t remove all approvers. To amend the only approver, follow the steps above.
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If your organisation has multiple mandates and you’re not sure which approvers you need to add, check with any colleagues who might know. Otherwise you can get in touch with your Relationship or Business Manager.
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To use this form, all approvers must be able to review and approve your changes online. If any of them can’t do this, you’ll need to fill in a paper form.
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To add someone to your accounts using this form, they must have an email address and a UK mobile number. This is so we can send them what they need to log on and upload their signature.
If they don’t have both an email address and UK mobile number, contact us and we’ll help you.
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We need 3 years of address history to add a new person to your accounts. This is so we can confirm their identity and help protect your business from fraud.
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If your business banks with other Lloyds Banking Group brands, you’ll need to use a separate form for each bank.
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Yes, you’ll need to complete a form for each entity that operates under the business.
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Your business limit is the agreed maximum credit limit your business can have on a credit or charge card.
If you’re not sure what your business limit is, you can find this on your credit or charge card statement . Or you can check by logging on to Business Internet Banking.
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You’ll find your signing instructions on your mandate. If you don’t have a copy of this, try asking someone in your business. Otherwise you can contact us.
Terms we use and what they mean
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Your primary business contact is a Full-Power signatory who we’ll call or email if we need to talk to your organisation.
This is different from the primary contact for Commercial Banking Online. They are our first point of contact for that service only.
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A beneficial owner either directly or indirectly owns or controls a business.
In a company, it can be a shareholder. In a partnership, it's usually a Business Partner.
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The business representative is our first point of contact for routine questions about your business cards. They’ll receive all cards, PINs, terms and conditions, and statements for all cardholders.
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A board resolution is a written record of an important decision made by directors in a board meeting.
You’ll need to send us a copy of a board resolution if your signatories can’t approve changes to your accounts. For example, if a signatory has left the business but they are still on your bank mandate.
Troubleshooting
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We only email you a reference number once we’ve received all the approvals.
You can check the approvals yourself. Use the link we sent you by email after you submitted the form. This will take you to Your Progress, where you’ll see who has approved or rejected the changes, and who you’re still waiting for.
If your changes have been fully approved, check your spam folder for the email. If you still need help, contact us.
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You’re the applicant
If you’ve saved your progress but haven’t received your email with a link to return to the form, check your spam folder. The sender is noreply@bankofscotland.co.uk.
If one of your approvers hasn’t received a link to review, make sure you’ve added the right email address. To check, use the link we sent you when you submitted the form. Contact us straight away if the approver’s email address is wrong.
If you still need help, contact us.
You’re an approver
If you’re expecting an email with a link to review some changes, and you haven’t received it:
Check your spam folder. The sender is noreply@bankofscotland.co.uk.
Contact the applicant to check they’ve added the right email address.
If you still need help, contact us.
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This could be because:
- the applicant may have entered your mobile number incorrectly. They’ll need to unlock the form and check your number is correct
- you've used the link or refreshed the form’s start page too many times. That means the applicant needs to make the change request again.
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If you don’t think you should be approving the changes you’ve been asked to review, get in touch with the applicant. Their name is in the email we sent you.
If you don’t recognise the name and this is nothing to do with you, contact our fraud team on 0345 122 7801.
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If you’re not sure about any of the changes you’ve been asked to approve, get in touch with the applicant directly.
Their name is in the email we sent you.
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Refreshing the form will do this. Always save your progress, especially if you don’t expect to complete the form in one go.
To save and come back:
- use the exit button to leave the form – this will save your progress
- we’ll then send you a new link to pick up where you left off.
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If you see an error when trying to log on, you can:
- try again later – it may be an issue on our side
- try using a different browser or a private browsing window. You’ll find the private browsing option in your browser’s menu.
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If you’re making a change request
- Use the exit button to leave the form – this will save your progress
- We’ll then send you a new link to pick up where you left off
- Log on using a desktop instead
If you’re trying to approve a change
- Use the link we've sent you to approve the change on a desktop
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For security, you have 10 minutes to use the SMS passcode. If it expires, just use the link on the log on page to get a new one.