How do I register for online banking?

We are working on an online banking service for our business and charity customers, and once this is available, we will invite you to register. In the meantime, you can manage your account by email, phone and post.

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 and easy access 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.

To sign up for online banking, please head to the registration page here. You can then keep track of your account online.

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 and easy access 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.

If you hold an easy access account, you may withdraw funds at any time, ensuring the minimum balance of £5,000.00 remains in the account if you wish to keep it open. Withdrawals can be made by logging in to your online banking, or by contacting us here, and funds will be sent to your nominated bank by faster payment. If you are not registered for online banking, you can sign up here.

For withdrawal timescales, please refer to Section E of our Terms and Conditions.

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 contact you two weeks before your bond matures to ask what you would like to do with the funds.

For online banking customers, we will also send you a text message to confirm your account is approaching maturity, and you can login to provide your instructions from that day onwards.

If you are not registered with us online, you can sign up here. We will send you your username and password by email. This will arrive in the form of a secure link. You will need to provide a few characters of your National Insurance number for security before being able to view the document. Please ensure you check your junk or spam folder in case our email arrives there.

Should you not provide instructions before your maturity date, we will automatically place your deposit into an easy access account at the bank’s prevailing rate, which will be notified to you. You can find the interest rate and useful product information in the product’s Key Features document here.

There are options available paying a higher rate of interest so please don’t delay in telling us what you would like to do when your deposit matures.