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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

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Maintenance update

We’re giving our system a bit of a check up tonight from 11pm for a few hours. While we do that, our Online Services, password set-up service and savings account opening won't be available. We’ll be back up and running by the morning.

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. We’ll pay you the best interest rate we can 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, or re-invest in another option, complete the Bond Maturity Instructions Form and send it to us.

What are my options?

You can re-invest your savings in the default bond we’ve offered 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 re-invested in this bond. You can also choose to add some money, up to the maximum balance, using the instruction form in your maturity pack. Alternatively, you can use the instruction form to re-invest into another option, take out some of the money, or take it all out and close your account. 

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 21 days once the bond has matured to change your mind and close your new account(s), or withdraw all or some of the money.

What is my cooling-off period?

You’ve got until 21 October 2020 if you want to change your mind for any reason. Up until then, even if you’ve taken no action and automatically invested in the new bond, you can still re-invest into another option or take out your money and close the account.

Do I need to send my instruction form back?

You only need to send the form back if you want to re-invest into another option, add money to your savings, take out some money, or take out all the money and close your account. If you want to re-invest 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.