How do I know you have received my funds if I can’t access the account online?

For our fixed savings accounts, when we have received the full pledged deposit we will send a confirmation to you. For our notice accounts, we will send you a receipt with each deposit you make.

If you register a mobile number with us as part of your application, we will send you a text message each time you send us funds – regardless of the type of account you hold.

My auditor requires confirmation of balances. How can they request this from you?

We are now responding to all audit requests through Confirmation.com. Your auditor can register for the service online at www.confirmation.com.

How often are statements sent?

Statements are sent annually, either on the anniversary of the fixed term’s start date or, for our notice accounts, after interest is applied on 31 October each year.

Should you prefer more frequent statements, please email [email protected] or call us on 020 7190 5599 between 9am and 5pm Monday to Friday, where our team will be happy to help you.

Can I withdraw any funds early from my account?

We do not permit early withdrawals from our Fixed Term Bonds unless under exceptional circumstances, and entirely at our discretion. However, should there be an immediate need for funds, please email [email protected] detailing the reason funds are required. We may request supporting documents in order to make an informed decision.

For our Charity Notice Accounts, you are allowed to withdraw up to 20% of your balance penalty-free and without notice per 12-month period.

How do I update the signatories on my account?

If you want to add or remove a signatory on your account, you will need to complete a new mandate found under the ‘Change of Charity Signatory Form’ here. The form can be sent by email to [email protected] or by post to Deposits, One Ropemaker Street, London, EC2Y 9AW. Please ensure any signatories to be removed also sign the mandate, otherwise we will not be able to remove them. Meeting minutes confirming a signatory’s departure or Deeds of Resignation/Retirement are also acceptable.

If we are not able to confirm a new signatory’s identity electronically, we will ask you for a copy of their ID. We will let you know when we have updated the signatories.

What happens to the funds when the account reaches maturity?

We will both write to you and email you (if you have an email address registered with us) approximately two weeks before your account is due to mature, outlining your options for reinvestment.

It is important that you provide your instructions before the maturity date to secure any preferential existing customer rate you are offered. If we do not receive instructions by the maturity date, your funds will be transferred to a holding account paying just 0.10% AER gross, where they will remain for a maximum of 28 days before being returned to the nominated bank account we hold on file for you.