Stay in control with our new online services

So we can give you the best possible experience through new features, products and functionality. You’ll now be able to:

• Make instant payments
• Get helpful alerts
• Access documents more easily
• Update your details online

Important: Following the move of online savings accounts to the new online services, it will not be possible to make a transfer directly between an account on our new online services and any postal or branch account or accounts you have on our existing online services. It is only possible to transfer funds between an account on our new online services with another account on those new online services.

If you have a branch or postal ISA with us or ISA on our existing online services, then please be aware that any funds you withdraw from those ISAs cannot be paid back into an ISA without that affecting your ISA allowance. Funds withdrawn from an account on our existing online services or a branch or postal ISA may lose their tax-free status permanently.

If we haven’t told you your accounts are moving to our new Online Services then they’re unaffected for now, and you can keep managing them as you have been already and you can keep using the existing Online Services.

Eventually we’ll be looking to move all eligible accounts to the new Online Services, but we’ll let you know before that happens so you’re ready.

Important: Following the move of online savings accounts to the new online services, it will not be possible to make a transfer directly between an account on our new online services and any postal or branch account or accounts you have on our existing online services. It is only possible to transfer funds between an account on our new online services with another account on those new online services.

If you have a branch or postal ISA with us or ISA on our existing online services, then please be aware that any funds you withdraw from those ISAs cannot be paid back into an ISA without that affecting your ISA allowance. Funds withdrawn from an account on our existing online services or a branch or postal ISA may lose their tax-free status permanently.

Make sure the contact details we have for you are up to date. This includes your mobile number, home address, and email address. Having the right details means you’ll get all the important updates we send. It will also make registering for our new Online Services much smoother as we’ll ask you to confirm your up-to-date information as you register. Please also take the time to read the communications we send you about the move as they’ll help you fully understand the change, what you need to be aware of and how you can view and manage your accounts in the future.

We’ll make sure your balance and any interest are moved in full. You’ll see this clearly when you register and view your new account.

You’ll need to register for the new Online Services using your contact details. These include your email address, mobile number and home address.

No, but you can still view them for at least 13 months in the previous version of Online Services. You just need to log in using your user identification number and password.

As your account is being moved to a new system, we need to give you new account details. You’ll see your new account number and sort code when once you’ve registered for the new Online Services. It’s important you use your new account details when funding your account after the move or when asking another ISA provider to transfer your ISA with us to them.

If you prefer not to have your account moved, you can close your Online Easy Access or Notice accounts at any time without notice, penalty, or charges. Simply give us a call, and we’ll be happy to assist you. You will receive your balance plus any interest accrued up to the closing date.

If you have an Easy Access or Notice ISA and contact us to close your Account then money transferred to a non-ISA account, including your Nominated Account, will lose its tax-free status. This means you will lose the tax benefits on the amount withdrawn. If you want to keep your money tax free, you may prefer to transfer your ISA to another ISA provider instead of closing it. You can transfer your Online Easy Access or Notice ISA to another ISA provider without notice, charge, or loss of interest. To do this, contact your new ISA provider to request the ISA transfer. Once we receive the transfer request from them, we will waive any notice period.

We’re here to help you and will update you over the coming months about what will happen and when. You can contact us by phone, online or in writing at any stage if you have questions or need support. You can also nominate a family member or carer to speak to us on your behalf.

No, your savings remain protected up to £120,000 per depositor by the scheme.

We’ll calculate interest daily on your account balance, at the end of each day. It’ll continue to be paid either monthly or annually, based on how often it’s currently paid.

Annual interest will be paid on 5^th April each year. It will no longer include interest for the 5^th April. That will be paid either in the following years interest payment or on account closure.

Monthly interest will be paid on the first day of each month, instead of the last working day of each month. It will be based on the number of days in the previous month. The first monthly payment of interest after the account moves will be adjusted to reflect the interest paid prior to the account moving.

Yes, once the move has completed, we’ll send you clear communications so you know you can now register for or log in to the new Online Services.

If you want to prepare yourself to register for the new Online Services before the move, you can watch our video guide on this page above.

When it’s moved over to our new Online Services, your Fixed Rate Account (ISA or non-ISA) will continue towards its maturity date as normal. As you get close to the maturity date, we’ll send you communication about your options at maturity.

We understand not everyone uses a mobile, but you’ll need one to register for the new Online Services. If you don’t have a mobile, please call us to update us on your circumstances as you won’t be able to register for our new Online Services.

Once your account moves, you’ll only be able to manage it through the new Online Services.

If you want a savings account you can open and manage at a local branch, please look at the accounts available on our website. You can also visit your local branch and speak to our staff about your options.

Important: It is not possible to make a transfer directly between a branch account and an account on our new online services.

If you have a branch ISA with us then please be aware that any funds you withdraw from that ISA cannot be paid back into an ISA without that affecting your ISA allowance. Funds withdrawn from a branch ISA may lose their tax free status permanently.

We have created a helpful video guide to show how you can register on the new Online Services. Please see the registration video above. Once you’re logged in, you’ll be able to see and manage your savings accounts straight away.

When you log in, you will see the ‘move money’ button displayed next to your savings accounts. Click the button on the product you want to withdraw from, and you will begin the withdrawal process.

Important: It is only possible to transfer funds between an account on our new online services with another account also on our new online services.

You can close your account by clicking on the ‘3 dots’ option shown on your savings products. Follow the instructions to start the closure process.

For Easy Access savings accounts, you can close them at any time without notice, penalty, or charges. You will receive your balance plus any interest accrued up to the closing date.

You can change your nominated account by clicking on the ‘3 dots’ option shown on your savings products. Select the relevant option and you will begin the process to change your nominated account details.

Once you’re logged in, click on your name at the top right of the screen and select ‘personal details’. From there, you can make changes to your personal and contact information.

Once you’re logged in, select the ‘help centre’ button at the top of the screen and then click on ‘send us a secure message’. This will open the chat window, and you can then send us your query.