About our new Online Services
What changes are you making to Online Services?
We’re moving to a completely new Online Services system that allows us to offer the best possible customer experience through new features, products, and functionality. Benefits include:
- Improved security and protection for your accounts
- A quicker account opening process (less than 10 minutes)
- The ability to send and receive payments in real-time
- Regular updates with timely SMS notifications and monthly statements
- A paper-free online maturity process
- Access to important account documents whenever you need to e.g. Terms and Conditions.
Currently, our new Online Services is available for Fixed Rate Bonds and Easy Access Savings Accounts only. Other products will be added later.
I’m an existing Kent Reliance customer with a User Identification Number - how do these changes impact me?
Currently, you’ll only be impacted if you open a new Fixed Rate Bond or Easy Access Savings Account with us online. You’ll need to register for our new Online Services system, and we’ll ask you to validate some personal details such as your email address and mobile phone number. You’ll then need to create a new username and password to manage and access your account securely going forward.
If you have other accounts with us, such as a cash ISA, you’ll continue to manage them separately with your pre-existing login details until we’ve moved all products to our Online Services system.
I’m an existing customer with a User Identification Number and I’m trying to open a Fixed Rate Bond or an Easy Access Savings Account – why am I being asked to register for Online Services again?
Our Fixed Rate Bonds and Easy Access Accounts are now available on our new Online Services system. If you wish to open one of these products, you’ll need to register for our new Online Services by completing our quick, easy registration process.
You’ll still need your existing login details to access any other accounts you may hold, until we can move all products to our new Online Services over time.
I’m an existing customer with a User Identification Number; I’ve recently opened a new Fixed Rate Bond or an Easy Access Savings Account. Why do I need two different login details?
We’re currently working to make all products available through our new Online Services system. For now, if you open a new online Fixed Rate Bond or Easy Access Savings Account, you’ll need to register with our new Online Services and set up a new username and password.
If you already have accounts with us and are registered with our current Online Services, you can continue to manage them as usual, using your existing login details. Please rest assured this is only temporary. Once all products and account types are available on our new Online Services system, you’ll be able to access and manage all your accounts with a single set of login details.
Why can’t I see all my accounts when I log in to my Online Services?
New Fixed Rate Bonds and Easy Accounts Savings Accounts are now available on our new Online Services system. All other products remain on our pre-existing system for now. This means that during the transition period, some customers may temporarily need to use two sets of login details to view and manage all their accounts.
We're working to move all products to our new Online Services system as quickly and smoothly as possible, and we appreciate your patience as we complete this process.
I am currently maturing from a Fixed Rate Bond. How do I open a new account and move my money?
Prior to maturity, we’ll contact you and outline all your available options. Please refer to the information provided in your maturity choices pack to guide you through this process.
How to open a Fixed Rate Bond or Easy Access Savings Account through our website
- Choose to close your maturing bond. We’ll return your money to your Nominated Account on the maturity date. You can let us know by filling out the details on page C of your maturity choices pack, calling us or sending us a secure message online.
- Go to www.kentreliance.co.uk/products/all-products to start the application process for a new Fixed Rate Bond or Easy Access Savings Account.
- You’ll need to provide or reconfirm some of the personal details we already hold for you, including your mobile number, email address and Nominated Account details. You’ll also need to set up a new username and password.
- Once you’ve opened your new account, you can easily transfer money from your Nominated Account straight into your new account. You’ll also be able to see details of how to do this in your welcome email and when you log into your new account.
Important: If you are the operator of an account holder who is under the age of 18, you won't be able to apply online for a new account. Call 0345 122 1122 so we can support you through your options.
How do I transfer money from my current Easy Access Savings Account to a new account on the new Online Services system?
Firstly, you’ll need to open a new Easy Access Savings Account or Fixed Rate Bond through our new Online Services. Visit www.kentreliance.co.uk/products/all-products to start your application.
Once your new account is open, withdraw money from your existing Easy Access Savings Account to your Nominated Account. Then you can send the money from your Nominated Account to the new Account using an electronic bank transfer. You’ll also find instructions in your welcome email and when you log in to your new online account.
You’ve asked me to provide a mobile number and email address to register for the new Online Services, but I don’t have a mobile number and/or email address. What do I do?
To ensure our customers’ security, it’s essential that all accounts are associated with a mobile number or email address. The safety of our customers and their savings is something we never compromise. So unfortunately, without these details, you cannot open an online account with us.
Will my existing account be moved over to your new Online Services?
We're not moving all accounts to our new Online Service system just yet. However, we do have some updates planned for later in the year. We'll communicate clearly to customers in advance of any changes so you can consider the impact and be ready for anything you need to do.
Will you be launching any other savings accounts through your new Online Services?
Yes. Over the coming months, we’ll launch new products onto our new Online Services system as we continue to expand our customer offering. Our website and support pages will be updated as the new products become available, and of course we’ll keep you updated along the way.
How do I open an account with an operator/third party/POA?
Currently, you cannot open an account on our new Online Services system using an operator or authorise an operator to open an account on your behalf. However, you’ll be able to do this in future. You can add an operator once an account has been opened. For more information on how to do this, please call our customer service team.
Why are cheque payments/withdrawals not accepted on the new Online Services system?
We’re moving towards a more streamlined, secure and efficient offering which means all payments in or out of products held on our new Online Services must now be made electronically.
Login help
How do I find my User Identification Number?
Your User Identification Number, consisting of numbers only, was emailed to you when you registered for Online Services.
How do I find my Username?
You would have created your Username when you opened your new Fixed Rate Bond or Easy Access Savings Account online, and an email confirmation would have been sent to you.
If you have forgotten your Username, please click here and we can send you a reminder.
How do I know if my account has a User Identification Number or a Username?
If your account number has a combination of letters and numbers, for example ABC1234567SNA and you manage your account online, you will have a User Identification Number.
If you have an account number that consists of numbers only, for example 12345678 you will have a Username which you created when you applied for your account. Click here if you would like a reminder.
Joint accounts
Inviting a joint account holder
Before you start, be sure to discuss this with the person you’d like to save with as you’ll need to give us some personal details about them so we can send them an invitation.
Once your account is open, you can invite the other account holder to join you. Everything you’ll need to know about this will be in the on-screen instructions and the confirmation emails we send you.
If you open a sole account but later decide to invite someone, you can do this by choosing the account in our Online Services and clicking ‘add a joint account holder’ to send the invitation.
Invited to join an account?
If you’re already a customer on our new platform, you can simply login to our Online Services and your invitation will be waiting for you to accept, enabling you to save together in minutes.
If you haven’t applied for an account on our new platform already, you’ll be taken through our quick application process before you can join the account.
Things to consider before applying in joint names
- Only the account holder who first applied for the account can choose and instruct where interest payments are to be made – whether to the joint account or their Nominated Account. This can’t be changed.
- Money held in the account is owned equally by both account holders, either account holder can withdraw and close the account without the permission of the other. Any withdrawals will be paid out to the nominated account of the holder who requests the payment.
- If the minimum account balance isn’t met before the end of the funding window, the Account will close and the money will be returned to your Nominated Account. If you hold a joint Account, the money will be returned to the Nominated Account of the Account holder who first applied for the Account.
It’s important you read the Key Features and Summary Box, together with the Savings Account Conditions before applying, to ensure the account and the way you manage it is right for both of you.
Please note, if you have been invited to join an Easy Access Savings Account, the interest rate shown on the Key Features and Summary Box document will be applicable as of the account open date. This won’t take into account any interest rate changes that may have occurred, but you will be able to see the latest rate in our Online Services once you complete your application.
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