We’re currently experiencing extremely high call volumes. We’re very sorry for any inconvenience this might cause.

If you need help with your account, please visit our Help Centre, or email us and we’ll get back to you as soon as we can. For more information and tips on managing your account online please visit www.hl.co.uk/coronavirus

We’re experiencing high call volumes, please check FAQs before calling.

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How we protect your accounts

The security of your accounts is of utmost importance to us. We have invested in multiple measures to help protect you and your money. We use a range of physical, electronic and procedural controls, some of which are highlighted below.

What we do

  • We use encryption technology which is indicated by the gold padlock symbol at the top (or bottom) of your screen when logging in and viewing your account. In addition to this, if you use an up-to-date web browser you should also see the address bar turn green to show you are on a genuine site.


  • Your Secure Number will be disabled after too many incorrect attempts. You don’t need to worry if you do this accidentally or if you forget your password. You can reset your login details online by following these steps:

    • Click Log in at the top right hand side of our website
    • Enter your Username and date of birth
    • Select ‘forgotten login details?’

  • The exact time and date stamp of your last login session is displayed in the top corner of the page each time you log in. This information is a good way of ensuring you are the only person using your account.


  • Once set up, we’ll never ask you for your full Secure Number whether this be on our website, by email or by phone.


  • When your nominated bank account is changed, for security reasons it must be validated with a passcode which we will communicate to you before any withdrawals can be processed from your account.


  • Automatic log-out after a period of inactivity.