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Call us 0800 121 8899

Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 

Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.

All enquiries 0800 121 8899

Call costs explained

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We've made your account even safer.

We've introduced a new way to log in and use your account that's easier and safer than ever before.

What do I need to do?

When your bond 'matures'

Your bond will ‘mature’ at the end of the ‘term’. The term is the length of time we pay you the fixed rate of interest. We’ll write to you at least 14 days before the bond matures with details of how you can re-invest your savings with us, or withdraw some or all of your money.

There’ll be a default option – another bond with us. The length of the term will be no longer and the restrictions on access will be no more restrictive than your original account and the interest rate will be the most attractive we can pay for the term.

If you want to re-invest your money in the default option, you don’t need to do anything – we’ll automatically re-invest your savings for you. If you want to withdraw some or all of your money complete the Bond Maturity Instructions Form and send it to us.

What are my options?

You can reinvest your savings in the default bond we’ve offered to you. The default offer available to you isn’t fixed for any longer and isn’t more restrictive than the one you were invested in. If you don’t do anything, your money will automatically be reinvested in this bond. You can also choose to add some money, up to the maximum balance, using the instruction form enclosed within your maturity pack. Alternatively, you can use the instruction form to take out some of the money, or take it all out and close your account. 

Why do I only have one re-investment option?

In the current environment, we’re making things as simple as possible so that we can keep offering excellent service to our members. Instead of offering a range of options we’ve found the bond that’s most similar to the one you were already investing in. If you’re happy with the re-investment option, you don't need to do anything, your savings will automatically be reinvested and we'll send you confirmation when it's done.

After your bond matures

We’ll write to you again to confirm what’s happened. If you decide to continue saving with us, you’ll have 31 days once the bond has matured to change your mind and close your new account(s), or withdraw all or some of the money if you wish.

What is my cooling-off period?

We’ve extended the period for you to change your mind until 31 May 2020. Up until then, even if you’ve taken no action and automatically invested in the new bond, you can still take out your money and close the account. 

Can I call or pop into a branch?

To keep everyone safe and protect our services, branches are for essential use only at the moment. This maturity can be dealt with by post. If you really need to speak to someone, our Customer Service Centre is open but extremely busy. Where possible, please leave lines free for our most vulnerable customers. 

Do I need to send my instruction form back?

You only need to send the form back if you want to add money to your savings, take out some money, or take out all the money and close your account. If you want to reinvest all your savings in the default bond we’ve offered you, without adding any extra, you don’t have to do anything. We’ll take care of everything for you and let you know when it’s done.