What are the ways I can manage my account and contact you when the branch closes?
You can continue to manage your account and access the services you need in the following ways:
- Digital: you can login to our Online Services at www.kentreliance.co.uk/login using your User Identification Number and password. If you want to register for our Online Services for the first time, see the detailed FAQ which follows.
- Phone: you can call our Customer Services Team on 0345 122 1122 (Monday-Thursday 8am-7pm, Fridays 8am-6pm, or Saturdays 9am-2pm).
- Post: you can write to us at: OneSavings Bank, Sunderland, SR43 4AB
How do I get set up to access and manage my account(s) online?
You can register for our Online Services at any time, by visiting www.kentreliance.co.uk/support. Enter the words “Register for Online Services” into the search box, and click the link shown to arrive at the registration page.
You’ll need to have the following information ready for when you register:
- One of your active Kent Reliance savings account numbers.
- Your current account details you want to use as your Nominated Account.
- Your address history over the last 3 years.
- A mobile phone number.
- An email address.
Additional important information
Your account number
For any account you hold which was previously opened in branch, we’ve updated the first 3 letters of your account number. When registering for our Online Services, you’ll need to enter one of your new account numbers (including the new 3 letter code that precedes the rest of your account number).
Your Nominated Account
- You’ll be asked to set up or reconfirm your Nominated Account details when registering online.
- The Nominated Account will be the account you select for all payments to be sent to and needs to be a UK bank account held in your name.
- The system will run an electronic check to check your Nominated Account details belong to you.
If you need support with online registration
If any of the registration checks are unsuccessful, or if you need any help with any stage of the registration process, please call our Customer Services Team on 0345 122 1122 and we’ll support you through this process.
I rely on this branch to take out cash - how can I do this moving forward?
Once the branch closes, although the cash services you access there will no longer be available, you’ll be able to arrange a transfer of funds to your Nominated Account. You can make a withdrawal request online (for most account types), or by contacting our Customer Services Team.
If we receive your payment request before 3.30pm on a working day your funds will be transferred to the receiving bank/building society on the same day you request them.
If we receive your payment request after 3.30pm or on a non-working day (weekends and bank holidays), your funds will be transferred to the receiving bank/building society on the next working day.
Most current account providers will have a network of cash points and counter services where you can access cash in your local area.
I don’t have a Nominated Account set up yet – what do I need to do?
You’ll need to register a Nominated Account with us if you want us to send electronic payments from your savings account(s).
You can ask us to add a Nominated Account by calling our team on 0345 122 1122 (Monday-Thursday 8am-7pm, Fridays 8am-6pm, or Saturdays 9am-2pm, excluding bank holidays). Or you can ask us to do this for you in your local branch up until the point it closes.
To set up a Nominated Account, we’ll need you to give us details of a valid UK bank/building society current account that’s held in the account holder(s) name. We’ll do an electronic check to confirm this account is held in the account holder(s) name, but if that check fails, we may need to ask you to provide additional evidence to us, such as a bank account statement.
How can I continue funding my account after the branch has closed?
The easiest way to add money to your account is by sending an electronic payment using your bank provider’s online services (whether a one-off payment or set up a standing order in line with your account’s terms and conditions).
Remember to use your latest, up-to-date account number (you’ll see this in your latest communications from us) as your electronic payment reference. And please refer to the details in the back of your passbook or ask us for the electronic payment details if you’re unsure.
You can also post a cheque to us at: OneSavings Bank, Sunderland, SR43 4AB. Make sure the cheque is made payable to the account holder name(s) and write your up-to-date account number on the reverse to help us match it your account.
What will happen to my passbook?
You can keep your passbook updated at the branch with any transactions you make up until the point the branch closes.
Once the branch closes and you’re managing your accounts through alternative channels your passbook will no longer be updated or needed.
You can view your account transactions, and any interest applied through our Online Services (for most account types).
Why can’t I access my saving account(s) online?
We aren’t currently able to offer Online Services for accounts which are being managed by a third party, such as a Power of Attorney or operator for a child under the age of 18.
We’re aware that being able to access and manage these types of accounts online would be useful for customers, and we’re working to develop and make this service available in the future.
In the meantime, customers with these account types will need to use our phone, email or postal service channels.
Will my money still be safe with you after the branch closes?
The security of your savings accounts is not affected by this change. Your eligible deposits with the Bank are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit protection scheme. For further information, please visit - www.fscs.org.uk
I’ve been used to visiting my local branch to open a new savings account and/or switch my existing savings accounts to access better rates – how can I do this moving forward?
You can open a new account online at any time, by visiting www.kentreliance.co.uk. If you want to switch to an account which has a better rate, you can open the new account online and then contact us to ask us to transfer funds from your previous account.
If you don’t want to open or switch an account online, you can contact us to request an application form. Once you’ve received that, completed it, and returned it to us, you can then contact us to arrange funding the account (or for example, ask us to transfer funds from your previous account).
You can also continue to visit your local branch and ask us to set up a new account or switch an existing account for you in person, up until the point the branch closes.
How can I manage my branch-opened Regular Saver account ongoing?
You can fund your Regular Saver account by electronic transfer or by contacting us and asking us to transfer funds from another Kent Reliance account held in the same name.
You can also continue to fund your account in branch by paying in cash or cheques as usual, up until the point the branch closes.
You can request a withdrawal from your Regular Saver account by contacting us and asking to transfer funds to your Nominated Account.
